Director, Customer Identity & Digital Foundations
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 Director, Unified Digital Foundations, you will report to the AVP, Unified Digital team reporting into the VP, Digital Transformation and Customer Centricity, and lead the product strategy, roadmap, and execution for foundational identity and digital access capabilities across Canada Segment digital journeys. This role is accountable for Manulife ID, Enterprise ID, and related customer identity capabilities that enable secure, simple, and connected digital experiences. You will translate the Unified Digital vision into clear requirements, delivery roadmaps, cross-functional decisions, and measurable outcomes, including the identity and access requirements that support the new unified homepage experience. The successful candidate will be a strong product and platform leader who can operate across business, technology, risk, security, privacy, fraud, operations, design, analytics, marketing, and Canada Segment teams to move strategy into execution with pace, discipline, and scale.
Requirements
- 10+ years of experience in digital product management, customer platforms, identity, or digital transformation.
- Proven ability to translate strategy into roadmaps, delivery plans, and measurable outcomes.
- Experience leading teams and complex cross-functional initiatives.
- Strong understanding of customer identity, digital access, privacy, and authentication.
- Experience with identity modernization, customer platforms, or enterprise-scale digital capabilities.
- Strong stakeholder leadership, influence, and decision-making skills.
- Experience using agile delivery, customer research, analytics, and data-driven decision-making.
Nice To Haves
- Bachelor's degree in business, Marketing, Commerce, or related field is considered an asset.
- Financial services or regulated industry experience is an asset.
Responsibilities
- Define and own the vision, strategy, roadmap, and success measures for Manulife ID, Enterprise ID, and unified digital foundations.
- Translate the Unified Digital strategy into sequenced product priorities, clear requirements, investment inputs, and delivery milestones.
- Shape identity and access capabilities that enable one customer relationship, improved product linking, simplified onboarding, and seamless movement across digital journeys.
- Prioritize the roadmap using customer evidence, data, operational impact, risk requirements, delivery capacity, and Canada Segment priorities.
- Lead delivery of customer identity journeys, including registration, sign-in, authentication, authorization, account recovery, profile data, privacy, and access support.
- Feed identity and access requirements into the unified homepage and navigation workstreams, ensuring foundations are practical, scalable, and launch-ready.
- Drive sprint-level clarity across scope, dependencies, risks, decision points, and measurable outcomes.
- Define OKRs and performance measures for adoption, registration completion, authentication success, customer effort, operational efficiency, and business impact.
- Balance customer experience, security, privacy, fraud prevention, resiliency, operational readiness, and enterprise scalability.
- Lead cross-functional forums and working groups to align business, technology, risk, privacy, security, fraud, legal, operations, and design partners on decisions required to move forward.
- Prepare clear updates, recommendations, trade-offs, and decision asks for steering committees and senior leadership forums.
- Create transparency and accountability across teams by maintaining clear roadmaps, delivery plans, governance routines, and decision logs.
- Coach product colleagues and strengthen product management discipline across the Unified Digital Foundations team.
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
- generous paid time off program in Canada includes holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
