Director, Lead Product Owner, Global Customer Centricity

As the Director, Lead Product Owner, Global Customer Centricity, you will spearhead the vision, development, and execution of the VOC (VOICE) program. This cutting-edge platform is designed to capture and analyze customer insights in near real-time at scale, providing strategic direction to enhance customer satisfaction and drive business improvement. You will collaborate with cross-functional teams to ensure the successful implementation and continuous improvement of the tool, aligning with Manulife’s commitment to customer-centric innovation. 

Position Responsibilities:

• Develop and communicate a clear vision and strategy for the VOC program/tools, aligning with Manulife’s global customer-centric objectives. Oversee the design, development, and deployment of the VOC tools, ensuring they meet business needs and customer expectations
• Ensure the product roadmap considers and gels with concurrent enterprise data, analytics, marketing, and business initiatives; understanding dependencies and flagging risks
• Drive value through the use of the tool within our business community. Identify opportunities to leverage the VOC tool to enhance customer experience and drive business outcomes
• Manage a cross-functional team to develop and implement the vision for the VOICE program globally. Foster a culture of innovation and continuous improvement within the team
• Work closely with Advanced Analytics and Data Office partners representing the Customer Centricity team and delivering products against VOC (Voice of Customer) roadmap
• Engage with business stakeholders across the organization to gather requirements, communicate progress, and ensure alignment with organizational goals. Present findings and strategic recommendations to senior leadership
• Partner with Asia teams to expand solutions implemented in North America, embracing reusable solution and accelerate delivery in Asia
• Establish and assess key performance indicators (KPIs) to measure the success and impact of the VOC program/tool. Regularly assess the tool’s performance, making adjustments as necessary to meet objectives
• Mentor and provide guidance to junior team members, fostering a culture of continuous learning and improvement
• Stay abreast of industry trends and advancements in to continuously enhance our product

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Data Science, or related field; MBA or relevant advanced degree preferred
• Proven expertise in developing and scaling data analytics & customer insights products, with 10+ years of experience in these areas
• A solid track record of solving sophisticated business challenges; successfully delivering product solutions aligned with business goals with clear value delivered
• Outstanding communication skills, including the ability to effectively communicate sophisticated concepts to technical and non-technical partners across analyst to SVP+
• Demonstrated experience leading cross-functional teams and managing complex projects
• Strong understanding of customer experience principles and voice of customer methodologies
• Familiarity with advanced data analytics tools and techniques.
• Excellent analytical, strategic thinking, and problem-solving skills
• Passion for innovation and a deep commitment to enhancing customer experiences.

­When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Primary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$105,750.00 CAD – $190,350.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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