Director, CX Products & Platforms
About The Position
This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will be responsible for leading product management and enablement for enterprise CX products and platforms, which are the single source for real-time customer insights at Manulife; a key capability support our customer-first ambition. The Director, CX Product & Platforms leads the strategy, development, and enterprise adoption of AI-enabled customer experience products and platforms. This role is accountable for translating customer insights into scalable, technology-enabled solutions that drive measurable improvements in customer outcomes, operational performance, and decision-making across the organisation. Sitting at the intersection of CX, AI, data, and technology, this role our CX platforms such as VOICE move beyond insight generation to drive action, accountability, and business impact.
Requirements
- University or Masters degree from a top-tier university; MBA preferred
- 8+ years of experience in fast-paced environment with proven product management expertise, leadership and stakeholder management experience and a track-record of impactful execution
- Experience in customer experience, AI, digital, technology and analytics
- Experience in Agile ways of working, with a strong outcome-driven focus
- Exceptional analytical skills, and demonstrated leadership ability
- Excellent communication skills, including verbal, written, & PowerPoint
- Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy
Nice To Haves
- Relevant certifications such as PMP, CSM or Scaled Agile methodologies are a plus
- International experience, or working cross a global organization a plus
- Experience in financial services industry considered an asset
- Experience in large-scale digital transformation programs is a plus
- Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Responsibilities
- Define and lead a capability-based product strategy and solution roadmap for CX platforms and customer intelligence
- Translate CX strategy (e.g., Insights Engine, Analytics, Activation) into clear product priorities
- Ensure alignment to enterprise goals, customer outcomes, and segment needs
- Own end-to-end lifecycle of CX platforms including enhancements, releases, and performance
- Partner with stakeholders, users, technology, data, and vendors to deliver scalable, secure, and integrated solutions
- Prioritise backlog based on value, adoption, and business impact
- Drive enterprise adoption and usage of CX platforms across business units
- Embed CX tools into frontline workflows, decision-making processes, and governance forums
- Enable self-serve insights and reduce dependency on central teams
- Ensure platforms enable clear identification of root causes, opportunities, and actions
- Partner with CX Insights, Analytics, Transformation and business teams to connect insights to measurable outcomes
- Establish mechanisms for tracking actionability and impact
- Ensure the right product-based triggers and push-notifications to reduce the time between insight and action
- Ensure CX platforms are integrated with key enterprise data sources
- Enable and scale advanced journey analytics capabilities (e.g., drivers, journey insights, predictive signals)
- Maintain data quality, consistency, and governance standards
- Establish clear product governance, prioritisation, and release processes
- Further refine roles and responsibilities across global VOICE delivery teams, and ensure clarity of decision rights across CX, Product, and Technology
- Support CX forums and leadership reporting with platform-driven insights
- Act as the primary interface between CX, Technology, Data, and business stakeholders
- Influence senior leadership (ELT/GLT) on platform strategy, investment, and priorities
- Build strong partnerships to drive adoption and cultural change
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
