Director, Digital Experience Transformation

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Working Arrangement

Job Description

Our Global Digital Experience Team is a high-performing, strategically focused, and lively team that is at the heart of Manulife | John Hancock’s bold ambition to be the most digital, customer-centric global company in our industry.

We are on the lookout for a forward-thinking Director, Digital Experience Transformation to lead our digital experience transformation initiatives and revolutionize how we interact with our clients and team members. This pivotal role is at the heart of driving the digital progression of our services, with a focus on improving the digital experiences for key customer audiences in the US Retirement ecosystem.  The ideal candidate will lead all aspects of our digital transformation projects from inception to implementation, ensuring that our digital services are not only pioneering but also secure, intuitive, and in line with our strategic objectives. This role demands significant collaboration with internal product teams, IT, Marketing and Operations to ensure flawless integration and execution of digital strategies, alongside close work with external vendors as required.

Key Responsibilities:

• Strategic Leadership: Partner with Product, IT, Marketing and Operations to define and implement a vision that aligns with our strategic objectives, passionate about improving customer experiences and operational efficiency. Stay abreast of digital trends and technologies in the retirement sector to maintain our leadership in digital innovation.

• Digital Experience Management: Oversee the design and delivery of digital experiences across all digital touchpoints ensuring alignment to business goals and processes and customer needs.

• Performance Metrics: Develop and supervise KPIs to measure the success of digital transformation and adjust strategies, as necessary.

• Risk Management: Identify and mitigate risks associated with our digital transformation to ensure smooth execution, delivery, and protection of our investment. Guarantee the timely, on-budget, and scope-compliant delivery of digital projects, upholding the highest standards of quality and compliance.

• Collaboration, Influence and Stakeholder Engagement: Engage with key collaborators across the organization to influence digital experience strategy, shape roadmaps, set and report on KPIs. Partner with collaborators to pinpoint digital innovation opportunities and weave customer insights into the development of digital solutions.

• Vendor Management: Lead vendor relationships and oversee work deliverables to ensure high-quality digital experience design and delivery. Coordinate contracts, performance, and negotiation in partnership with procurement as required.

Competencies:

• Strategic Vision: Ability to envision and chart the future of digital transformation within the industry.

• Collaborative Leadership: Proven competence in encouraging collaboration among internal teams and with external partners.

• Innovative Mindset: Continuous pursuit of innovative solutions and practices to stay ahead in digital transformation.

• Stakeholder Engagement: Skill in engaging and understanding the needs of various stakeholders to drive customer-focused innovations.

• Experience in leading in an Agile Delivery Model: Demonstrated experience in leading and handling digital experience initiatives using agile methodologies, with a focus on flexibility, collaboration and rapid iteration.

• Data-Driven Decision Making: Utilizing data analytics and insights to advise decisions and measure the efficiency of digital initiatives.

• Technical Acumen: Demonstrates an understanding of technical requirements and IT infrastructure to optimally collaborate with IT departments.

• Experience with CIAM: Extensive knowledge and experience in Customer Identity and Access Management (CIAM) solutions, facilitating enhanced user experiences and security.

Qualifications:

• Bachelor's degree in business, Information Technology, or related field.

• At least 8 years in product management or digital transformation roles, with 3+ years in leadership capacities.

• A history of orchestrating succ