Director, Digital Customer Leadership Strategy – Insights

Manulife

Director of Digital Customer Leadership Strategy & Insights responsible for strategic leadership in digital customer experience at Manulife. Collaborating with executive partners to drive business value and performance across digital platforms.

Posted 6/11/2026full-timeToronto • 🇨🇦 CanadaSenior💰 CA$125,100 - CA$175,100 per yearWebsite

About the role

Key responsibilities & impact

Define and lead the Digital Customer Leadership (DCL) strategy, aligning to enterprise priorities, growth ambitions, and customer experience objectives
Translate strategy into execution by developing an integrated digital customer roadmap with clearly defined success metrics, value drivers, and measurable outcomes
Lead executive storytelling and decision support, translating strategy, performance, and insights into clear, compelling narratives for senior leadership
Drive enterprise performance management by monitoring KPIs, identifying risks and opportunities, and enabling continuous improvement in digital and customer outcomes
Leverage analytics and insights to set direction, priorities, and operating model for sustained impact, with a deep understanding of opportunity sizing, target-setting forecasting, and performance modeling
Conduct external and internal benchmarking to identify performance gaps and differentiate customer experience and digital capabilities
Partner cross-functionally (Technology, Data, Marketing, Product, Operations, Segments) to embed strategy, measurement, and insights into business execution

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, Analytics, or a related field; MBA or advanced degree preferred
Significant experience in strategy, digital transformation, customer experience, analytics, or performance measurement, ideally within financial services or a complex, regulated environment
Strong strategic and analytical capabilities, with a track record of using data to drive executive decision-making and business outcomes
Exceptional communication, storytelling, and stakeholder influence skills
Familiarity with AI and agentic AI capabilities to enhance analytics, automation, and decision-making, aligned with Responsible AI principles.

Benefits

Comp & perks

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, and statutory leaves of absence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

digital transformationcustomer experienceanalyticsperformance measurementdata-driven decision-makingopportunity sizingtarget-setting forecastingperformance modelingbenchmarkingKPI monitoring

Soft Skills

strategic capabilitiesanalytical capabilitiescommunication skillsstorytellingstakeholder influencecross-functional collaborationexecutive decision supportcontinuous improvementnarrative developmentrisk identification

Certifications

Bachelor’s degreeMBAadvanced degree