Director, CX Products & Platforms

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will be responsible for leading product management and enablement for enterprise CX products and platforms, which are the single source for real-time customer insights at Manulife; a key capability support our customer-first ambition.

The Director, CX Product & Platforms leads the strategy, development, and enterprise adoption of AI-enabled customer experience products and platforms. This role is accountable for translating customer insights into scalable, technology-enabled solutions that drive measurable improvements in customer outcomes, operational performance, and decision-making across the organisation. Sitting at the intersection of CX, AI, data, and technology, this role our CX platforms such as VOICE move beyond insight generation to drive action, accountability, and business impact.

• Product Strategy & Roadmap
• Define and lead a capability-based product strategy and solution roadmap for CX platforms and customer intelligence
• Translate CX strategy (e.g., Insights Engine, Analytics, Activation) into clear product priorities
• Ensure alignment to enterprise goals, customer outcomes, and segment needs
• Platform Ownership & Delivery
• Own end-to-end lifecycle of CX platforms including enhancements, releases, and performance
• Partner with stakeholders, users, technology, data, and vendors to deliver scalable, secure, and integrated solutions
• Prioritise backlog based on value, adoption, and business impact
• Adoption & Activation
• Drive enterprise adoption and usage of CX platforms across business units
• Embed CX tools into frontline workflows, decision-making processes, and governance forums
• Enable self-serve insights and reduce dependency on central teams
• Insights to Action
• Ensure platforms enable clear identification of root causes, opportunities, and actions
• Partner with CX Insights, Analytics, Transformation and business teams to connect insights to measurable outcomes
• Establish mechanisms for tracking actionability and impact
• Ensure the right product-based triggers and push-notifications to reduce the time between insight and action
• Data, Analytics & Integration
• Ensure CX platforms are integrated with key enterprise data sources (
• Enable and scale advanced journey analytics capabilities (e.g., drivers, journey insights, predictive signals)
• Maintain data quality, consistency, and governance standards
• Governance & Operating Model
• Establish clear product governance, prioritisation, and release processes
• Further refine roles and responsibilities across global VOICE delivery teams, and ensure clarity of decision rights across CX, Product, and Technology
• Support CX forums and leadership reporting with platform-driven insights
• Stakeholder Leadership
• Act as the primary interface between CX, Technology, Data, and business stakeholders
• Influence senior leadership (ELT/GLT) on platform strategy, investment, and priorities
• Build strong partnerships to drive adoption and cultural change

• Growth in active platform users and engagement across business units
• Increase in actions taken directly from CX insights (not just reporting)
• Measurable improvement in key CX metrics (e.g., NPS, effort, confidence, connection)
• Reduction in time from insight to action
• Platform stability, performance, and delivery against roadmap

• University or Masters degree from a top-tier university; MBA preferred
• 8+ years of experience in fast-paced environment with proven product management expertise, leadership and stakeholder management experience and a track-record of impactful execution
• Experience in customer experience, AI, digital, technology and analytics
• Experience in Agile ways of working, with a strong outcome-driven focus
• Exceptional analytical…