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Manulife

AVP Unified Digital

Toronto, ON, Canada
Waterloo, ON, Canada

Pay: $129,800.00 CAD - $241,200.00 CAD
Job type: Full-time
Apply by: Sep 30, 2026
Experience: 15+ years of experience in digital transformation, digital products, customer experience, or technology-enabled business transformation.
Posting language: English
Posted: Sep 28, 2026

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Original job description

Join our Digital Transformation and Customer Centricity team.

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. In Canada, we are accelerating a more unified digital experience that makes it easier for customers, advisors, and partners to find, access, and manage their relationship with Manulife.

As Assistant Vice President, Unified Digital, you will report to the VP, Digital Transformation and Customer Centricity and lead execution of Manulife Canada’s Unified Digital mandate for Canada Segment. This is a senior transformation role focused on turning vision into a clear roadmap, mobilized teams, executive decisions, and measurable delivery at pace and scale.

You will lead and support the Unified Digital Foundations team, including Digital Access (Manulife ID), Enterprise Identity and the capabilities required to enable a unified homepage and navigation experience. You will also lead Canada Segment digital experience optimization, including public site experience strategy and execution, platform product management, content activation, publishing, and performance outcomes that improve customer engagement, self-service, and business results.

This role is accountable for advancing the Canada Segment Unified Digital roadmap by translating strategic priorities into clear plans, aligned stakeholder commitments, and measurable delivery outcomes. Working across business units, technology, marketing, risk, operations, and enterprise partners, you will establish the governance, operating rhythm, and cross-functional alignment required to accelerate delivery of a more connected, customer-centric digital experience across Canada.

Position Responsibilities:

Strategy to Execution

Translate the Unified Digital vision into a clear, sequenced Canada Segment roadmap across public site optimization, content activation, publishing, customer identity, digital access, and unified homepage requirements.

Accelerate progress from strategy to execution by defining priorities, decision points, dependencies, investment needs, operating model changes, and measurable outcomes.

Create the execution rhythm required to move at pace, including steering committee materials, roadmap governance, cross-functional delivery forums, and clear escalation paths.

Align work to the customer outcomes Unified Digital is intended to improve: easier access, clearer navigation, stronger digital self-serve, improved findability, and a more connected Manulife experience.

Portfolio and Delivery Leadership

Lead the Unified Digital Foundations mandate, including Manulife ID, Enterprise ID, unified identity, digital access, and the requirements required to support the new unified homepage experience.

Lead Canada Segment execution for public site experience optimization, including platform product management, publishing, content activation, performance management, and customer journey improvements.

Own portfolio-level prioritization across customer value, segment outcomes, technical modernization, risk and regulatory needs, operational readiness, and business growth.

Drive integration across public site, content activation, publishing, identity, and foundations teams to deliver connected journeys rather than fragmented experiences.

Establish OKRs, delivery milestones, launch readiness gates, and benefits tracking to ensure progress is visible, measurable, and accountable.

Cross-Functional Leadership and Governance

Chair and/or lead cross-functional forums required to align business, technology, marketing, architecture, legal, compliance, privacy, security, fraud, operations, analytics, design, and transformation partners.

Bring clear recommendations, trade-offs, investment asks, risks, and decision points to executive steering committees and senior leadership forums.

Build alignment across Canada Segment and Canada Market partners while maintaining clarity on scope, ownership, dependencies, and execution accountability.

Coach and inspire leaders and teams to deliver with customer empathy, urgency, product discipline, enterprise mindset, and strong execution focus.

Required Qualifications:

15+ years of experience in digital transformation, digital products, customer experience, or technology-enabled business transformation.

Proven success leading enterprise-scale transformation from strategy through execution.

Experience leading leaders, complex portfolios, and cross-functional teams.

Strong ability to align stakeholders, drive decisions, and deliver outcomes in a matrixed environment.

Experience with digital platforms, customer experience, identity, content, publishing, or digital ecosystems.

Strong understanding of customer identity, digital access, and modern digital delivery practices.

Experience building roadmaps, governance, business cases, and investment plans.

Exceptional executive communication and stakeholder management skills.

Financial services or regulated industry experience is an asset.

Preferred Qualifications:

Bachelor's degree in business, Marketing, Commerce, or related field is an asset
Financial services or regulated industry experience is an asset.

When you join our team:

As part of our global team, we’ll support you in shaping the future you want to see.
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$129,800.00 CAD - $241,200.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

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More about this job

Responsibilities

The AVP of Unified Digital will lead the execution of Manulife Canada's digital transformation mandate, focusing on creating a unified digital roadmap and improving customer experience. This role involves managing cross-functional teams, overseeing digital foundations like identity and access, and driving platform product management to achieve measurable business outcomes.

Requirements

Candidates must have 15+ years of experience in digital transformation, digital products, or technology-enabled business transformation. Proven success in leading enterprise-scale transformation and managing complex, cross-functional teams in a matrixed environment is required.

Skills

Digital transformation
Digital product management
Customer experience
Strategic planning
Stakeholder management
Portfolio management
Cross-functional leadership
Identity management
Digital access
Roadmap development
Governance
Change management
Executive communication
Performance management
Content activation

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee assistance plan
Retirement savings plans
Pension plan
Global share ownership plan
Paid time off
Holiday pay
Vacation days
Personal days
Sick days

Visa sponsorship

Not detected in the job text

Keywords

Digital Transformation
Customer Centricity
Unified Digital
Manulife ID
Enterprise Identity
Digital Access
Product Management
Content Activation
OKRs
Governance
Financial Services
Digital Ecosystems
Stakeholder Management
Portfolio Leadership
Customer Journey
Technical Modernization
Regulatory Compliance
Risk Management
Data Analytics
Strategy Execution

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