Director, Digital Storefront & Insights

Position: Director, Digital Storefront Performance & Insights
Location: Toronto

Reporting to the Global Head of Digital Content Delivery, the Director, Digital Storefront Performance & Insights will lead the measurement, performance intelligence, reporting and insights function for Manulife's Global Digital Storefront.

This role is accountable for Digital Storefront's end-to-end performance intelligence, from establishing measurement before launch and driving daily oversight through hypercare, to enabling continuous optimization and demonstrating enterprise-wide performance and value realization.

This strategic leader will define how Digital Storefront measures success, lead and orchestrate cross-functional teams responsible for delivering integrated performance intelligence and own the development and continuous evolution of a centralized Power BI dashboard that enables self-service reporting across Global and Segment teams.

Combining strong technical acumen with strategic business leadership, the Director will partner with Measurement & Insights, Strategy & Transformation, Business Architecture, the AI & Data Office, Technology and Segment Product Owners to shape and deliver the data, integration and reporting capabilities underpinning Digital Storefront's performance intelligence strategy. By connecting multiple sources of data, the Director will establish a holistic view of customer experience, digital journeys, acquisition, engagement, conversion, accessibility, site health and application monitoring, driving urgency and accountability to translate insights into timely action and measurable improvements.

A critical aspect of this role is demonstrating the ongoing value created through Digital Storefront, including its contribution to lead generation and conversion across the broader customer journey, as well as AI-enabled transformation. Working closely with Strategy & Transformation, the Director will identify meaningful measures, establish data capture and reporting mechanisms, and contribute to credible value models aligned with enterprise methodologies.

While Strategy & Transformation leads the overarching value realization framework, the Director will play a central role in evidencing and continuously communicating Digital Storefront's value story through compelling, data-driven executive reporting.

Position Responsibilities
1. Performance & Measurement Strategy Define and own Digital Storefront's measurement strategy and KPI framework, establishing consistent methodologies, baselines, targets and reporting standards across Global and Segment teams

Establish integrated measurement across customer experience and satisfaction, customer journeys, acquisition, engagement, conversion, accessibility, site health and operational performance

Partner with Measurement & Insights, Business Architecture, AI & Data Office, Technology to define and deliver the data architecture, integrations and capabilities required to deliver trusted, actionable performance intelligence, ensuring alignment with enterprise data governance and ownership standards

Partner with Strategy & Transformation, Measurement & Insights and Segment teams to define and implement measurement approaches that demonstrate DSF’s contribution to lead generation and conversion across the end-to-end customer journey, including first-touch, last-touch and multi-touch attribution.

Act as the business steward for Digital Storefront performance data, defining measurement requirements, business definitions, data quality expectations and downstream reporting needs, while partnering with the AI & Data Office and respective data owners to ensure the required data is captured, governed and made available for reporting and insights

Embed measurement requirements into experience and capability delivery, ensuring the right…