Manulife
Financial Services
Director,DigitalCustomerLeadershipStrategy&Insights
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“Director, Digital Customer Leadership Strategy & Insights at Manulife. Skills: Customer strategy, Digital roadmap, Data insights. Define and lead DCL strategy. Translate strategy into execution”
What You'll Achieve.
Deliver business value; Advance digital ambition; Sustained impact
Industry & Context.
Data-driven decision making
What They're Looking For.
Must Have
Bachelor’s degree in Business, Marketing, Analytics, Significant experience in strategy, digital transformation, customer experience, analytics, or performance measurement, strategic and analytical capabilities, 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
Nice to Have
MBA or advanced degree preferred
What You'll Do.
Define and lead DCL strategy
Translate strategy into execution
Develop integrated digital customer roadmap
Lead executive storytelling
Drive enterprise performance management
Leverage analytics and insights
Conduct external and internal benchmarking
Partner cross-functionally
How You'll Work.
Team & Collaboration
Cross-functionally (Technology, Data, Marketing, Product, Operations, Segments)
Communication Scope
Executive storytelling; Stakeholder influence
Process & Methodology
Roadmap development
Full Job Description
We are seeking a strategic leader to join our Digital Customer Leadership (DCL) team as **Director, Digital Customer Leadership Strategy & Insights**. This role is responsible for setting digital customer experience strategy to enable a cohesive enterprise roadmap for digital performance and customer experience to deliver business value. This leader will work with executive leadership and business partners to identify emerging opportunities, monitor competitive trends, inform strategic planning, and shape the capabilities needed to advance our digital ambition. The role serves as a connective tissue between customer strategy, digital execution, data insights, and executive decision-making. **Position Responsibilities:** * 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. **Required Qualifications:** * Bachelor’s degree in Business, Marketing, Analytics, or a related field; MBA or adv
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