VP Digital Transformation and Customer Centricity

The Canada Marketing team is focused on building out new digital capabilities, simplifying our customer experience, and growing advocacy from our customers – measured primarily through NPS and our digital engagement metrics. Successful achievement of our business plans depends on our delivering best in class experiences for our customers, advisors, and plan sponsors.

The VP Digital Transformation and Customer Centricity will be responsible for partnering across our Canadian businesses to design and implement best in class experiences for our customers, advisors, and plan sponsors. They will be responsible for developing a strategy that delineates the most important experiences where we have an opportunity to differentiate, from the rest of the experiences that might be table-stakes. The VP Digital Transformation and Customer Centricity will use this strategy to ensure the organization is aligned and focused on the experiences that matter most.

Reporting to the Canada Chief Marketing Officer (CMO), this role requires a leader with superior strategic thought leadership and influencing skills who can build relationships across all areas of the organization. They will regularly interact and engage with all members the Canada leadership team (CDLT), leadership teams across the Canada businesses, and the global marketing leadership team (GMLT). They need to be a change agent and engage people at all levels of the organization.

Most importantly, this leader needs to build a compelling strategy and demonstrate that experience is key to achieving our business objectives in Canada.

Key Accountabilities:

1. Customer Experience Strategy – in close partnership with Operations, IT and business leadership, develop a Customer Experience strategy that delivers best in class experiences for our customers, advisors, and plan sponsors. The strategy must contribute to the delivery of our business objectives and help the organization align and focus on the experiences that matter most.
2. Research and Insights – conduct customer research for all audiences (customer, advisor, and plan sponsor) to support the development and execution of our strategy in Canada. Develop and lead a Voice of the Customer (VOC) program to capture feedback from customers. Develop and run the Net Promoter Score (NPS) system – NPS is our key customer KPI.
3. Human Centered Design – build and mature the Human-Centred Design practice, a team of designers, strategists and researchers who are responsible for carrying projects through from early stage discovery and research to execution. Core focus on using the discipline of design to improve the experiences of our customers and drive tangible business results in adoption, growth, revenue and retention.
4. Digital Transformation – lead the strategy development and execution of the digital transformation in Canada Marketing and across Canada. This includes aligning functional groups, synthesizing common capabilities and providing a future state business design in order to align digital strategy to digital business architecture and technology architecture. In addition, lead a team of product owners responsible for shared digital assets including Manulife’s customer and identity access management tool (CIAM), public websites and email, push, SMS channels.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Qualifications:

1. Bachelor's degree, MBA or other relevant post-graduate degree an asset
2. Minimum of 10+ years of business leadership with expert digital acumen

Competencies:

1. Strategic orientation with multiple years of developing and implementing customer experience strategies
2. Strong digital business capability expertise with the ability to work closely with business unit leaders to understand their business objectives
3. Familiarity with human-centred design practices, with relentless curiosity and passion for creating exceptional experiences
4. Deep expertise in relevant and leading-edge technologies and how they can be applied, particularly for the financial services industry
5. Solid experience operating in a matrixed operational environment
6. Capability to establish and maintain effective partnerships and relationships with global areas
7. Creative thinker and strong collaborator; ability to lead complex, high-profile, cross-functional digital transformation initiatives
8. Excellent verbal and presentation skills
9. Ability to identify appropriate vendors and manage budgets
10. Excellent organizational and prioritization skills
11. Executive charisma and ability to influence at all levels of the organization

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 our story.

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: $175,700.00 CAD - $326,000.00 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.