AVP Unified Digital
About The Position
Join our Digital Transformation and Customer Centricity team. Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. In Canada, we are accelerating a more unified digital experience that makes it easier for customers, advisors, and partners to find, access, and manage their relationship with Manulife. As Assistant Vice President, Unified Digital, you will report to the VP, Digital Transformation and Customer Centricity and lead execution of Manulife Canada’s Unified Digital mandate for Canada Segment. This is a senior transformation role focused on turning vision into a clear roadmap, mobilized teams, executive decisions, and measurable delivery at pace and scale. You will lead and support the Unified Digital Foundations team, including Digital Access (Manulife ID), Enterprise Identity and the capabilities required to enable a unified homepage and navigation experience. You will also lead Canada Segment digital experience optimization, including public site experience strategy and execution, platform product management, content activation, publishing, and performance outcomes that improve customer engagement, self-service, and business results. This role is accountable for advancing the Canada Segment Unified Digital roadmap by translating strategic priorities into clear plans, aligned stakeholder commitments, and measurable delivery outcomes. Working across business units, technology, marketing, risk, operations, and enterprise partners, you will establish the governance, operating rhythm, and cross-functional alignment required to accelerate delivery of a more connected, customer-centric digital experience across Canada.
Requirements
- 15+ years of experience in digital transformation, digital products, customer experience, or technology-enabled business transformation.
- Proven success leading enterprise-scale transformation from strategy through execution.
- Experience leading leaders, complex portfolios, and cross-functional teams.
- Strong ability to align stakeholders, drive decisions, and deliver outcomes in a matrixed environment.
- Experience with digital platforms, customer experience, identity, content, publishing, or digital ecosystems.
- Strong understanding of customer identity, digital access, and modern digital delivery practices.
- Experience building roadmaps, governance, business cases, and investment plans.
- Exceptional executive communication and stakeholder management skills.
Nice To Haves
- Financial services or regulated industry experience is an asset.
- Bachelor's degree in business, Marketing, Commerce, or related field is an asset
- Financial services or regulated industry experience is an asset.
Responsibilities
- Translate the Unified Digital vision into a clear, sequenced Canada Segment roadmap across public site optimization, content activation, publishing, customer identity, digital access, and unified homepage requirements.
- Accelerate progress from strategy to execution by defining priorities, decision points, dependencies, investment needs, operating model changes, and measurable outcomes.
- Create the execution rhythm required to move at pace, including steering committee materials, roadmap governance, cross-functional delivery forums, and clear escalation paths.
- Align work to the customer outcomes Unified Digital is intended to improve: easier access, clearer navigation, stronger digital self-serve, improved findability, and a more connected Manulife experience.
- Lead the Unified Digital Foundations mandate, including Manulife ID, Enterprise ID, unified identity, digital access, and the requirements required to support the new unified homepage experience.
- Lead Canada Segment execution for public site experience optimization, including platform product management, publishing, content activation, performance management, and customer journey improvements.
- Own portfolio-level prioritization across customer value, segment outcomes, technical modernization, risk and regulatory needs, operational readiness, and business growth.
- Drive integration across public site, content activation, publishing, identity, and foundations teams to deliver connected journeys rather than fragmented experiences.
- Establish OKRs, delivery milestones, launch readiness gates, and benefits tracking to ensure progress is visible, measurable, and accountable.
- Chair and/or lead cross-functional forums required to align business, technology, marketing, architecture, legal, compliance, privacy, security, fraud, operations, analytics, design, and transformation partners.
- Bring clear recommendations, trade-offs, investment asks, risks, and decision points to executive steering committees and senior leadership forums.
- Build alignment across Canada Segment and Canada Market partners while maintaining clarity on scope, ownership, dependencies, and execution accountability.
- Coach and inspire leaders and teams to deliver with customer empathy, urgency, product discipline, enterprise mindset, and strong execution focus.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- holidays
- vacation
- personal
- sick days
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What This Job Offers
Job Type
Full-time
Career Level
Senior
