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Director, Digital Experience Transformation

2 months ago

Boston, United States Manulife Insurance Malaysia Full time

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Director, Digital Experience Transformation

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locations

Boston, Massachusetts

Toronto, Ontario

Waterloo, Ontario

time type

Full time

posted on

Posted Today

job requisition id

JR24031552

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. Working Arrangement Hybrid

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 successful digital transformation projects, ideally within financial services or retirement sectors.

Insight into the group retirement industry and its team members' needs and challenges.

Mastery in digital technologies and platforms, with an interest in harnessing new technologies to drive business outcomes. Background in developing authentication experiences to ensure seamless and secure access for users.

Proven project management expertise, adept at guiding cross-functional teams and external partners in an agile setup.

Keen analytical and strategic thought processes, capable of demystifying complex digital concepts into practical strategies.

Stellar communication and leadership skills, capable of inspiring and guiding teams.

Location:

Boston, Massachusetts, Toronto, Waterloo – Hybrid arrangement – 3 days a week in office (core days Tuesday, Wednesday, Thursday). 25% travel required.

What can we offer you? A competitive salary and benefits packages.

A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

A focus on growing your career path with us.

Flexible work policies and strong work-life balance.

Professional development and leadership opportunities.

Our commitment to you Values-first culture We lead with our Values every day and bring them to life together.

Boundless opportunity We build opportunities to learn and grow at every stage of your career.

Continuous innovation We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.

#L I- Hybrid About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong. 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

. Salary & Benefits The annual base salary for this role is listed below. Primary Location Boston, Massachusetts

Salary range is expected to be between $114,975.00 USD - $206,955.00 USD

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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150

hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence. Know Your Rights

I

Family & Medical Leave

I Employee Polygraph Protection

I

Right to Work

I

E-Verify

I

Pay Transparency Company: John Hancock Life Insurance Company (U.S.A.) About Us

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers. We’re proud of

our

accomplishments and recognitions. Recent awards include: Best Place to Work in Asia-Pacific 2022 Best Place to Work for LGBTQ Equality 2022 To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page. From there, you can sign up to receive job alerts. Discover how you can grow your career, make impact and drive real change with our Winning Team today at

www.manulife.com/careers

.

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