Jobs in Canada

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Added 16 mins ago
M
Director CX Insights & Activation
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…beyond artifacts and workshops into actionable roadmaps and delivery…
Added 30 mins ago
FI
Director, Pre-Construction Sales
Fero International Inc.
Stoney Creek, NB
- Contract
The Director, Pre-Construction Sales will have a passion and pro-active mindset for building sustainable relationships with clients, by developing a deep understanding of core needs and…
Added 2 hours ago
LH
Product Manager, Referral Management
Lifemark Health Group
Brampton, ON
- $95,000 to $110,000 CAD / year
- Full-time
This is a hybrid position (4 days per week in office from 1 of our office locations below and 1 day remote)
Added 2 hours ago
LH
Product Manager, Referral Management
Lifemark Health Group
Toronto, ON · North York, ON
- $95,000 to $110,000 CAD / year
- Full-time
This is a hybrid position (4 days per week in office from 1 of our office locations below and 1 day remote)
Added 2 hours ago
Director, Talent Development
Liberty Utilities
Oakville, ON
The Director of Talent leads an integrated talent strategy that ensures the organization can attract, develop, and retain the people and capabilities required to operate a safe, reliable,…
Added 2 hours ago
SP
Clinical Supervisor
Surrey Place
Toronto, ON · Scarborough, ON
- Full-time
The TRE-ADD Program at Surrey Place is seeking a Clinical Supervisor. Reporting to the Director, TRE-ADD, you will provide clinical accountability for the development, delivery and…
Added 3 hours ago
AC
Finance Manager, Academic
Algonquin College of Applied Arts and Technology
Ottawa, ON
- Full-time
Reporting to the Associate Director, Academic Finance Operations, the Finance Manager provides cross departmental leadership in financial strategy, budget development, quarterly budget…
Added 3 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 3 hours ago
RT
Director, Growth Strategy & Operations
Raising The Village
Remote, Canada
- Full-time
- Remote
…much larger and more diversified philanthropic portfolio. The Director, Growth Operations & Strategy will lead the Partnerships Hub - the team that provides the systems, intelligence,…
Added 3 hours ago
FC
Capacity Planning Manager PMO
Fidelity Canada
Mississauga, ON
- Full-time
Reporting to the Director, Planning & Management, this role will be responsible for ensuring that our delivery function operates with agility and that resources are allocated where they are…
Added 4 hours ago
A
RQ00838 – Senior Microsoft Dynamics CRM & SharePoint Solution Architect – On-Premises Upgrade
Amyantek
Toronto, ON
- Contract
Manager Notes Must Haves:
Added 4 hours ago
CG
Manager, Growth Enablement – Account Management
Compass Group Canada
Mississauga, ON
- Full-time
The Manager, Growth Enablement – Account Management partners with the Senior Director, Growth Enablement in translating Account Management priorities into practical strategies, tools, and…
Added 4 hours ago
A
Area Construction Manager - NPI (Minerals & Metals)
Ausenco
Burnaby, BC
- Full-time
…we deliver innovative, value-add consulting studies, project delivery, asset operations and maintenance solutions to the mining & metals, oil & gas, and industrial…
Added 4 hours ago
M
Senior Business Consultant
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
Reporting to the Director, Readiness, Delivery and Change, Global Contact Centres, you will be empowered to initiate, plan and deliver solutions to improve client experience, create…
Added 4 hours ago
C
Incident Response Manager
Cvent
Virtual, UNAVAILABLE
- Full-time
…Cloud and Hospitality Cloud. This role reports directly to the Senior Director of Retention & Incident Command and serves as the project manager and primary liaison between Client Services,…
Added 5 hours ago
LC
Senior Manager, Pensions
Loblaw Companies Limited
Toronto, ON
- Full-time
Support the Director of Pensions & Savings in the governance, financial risk management and overall pension and savings strategy for several registered defined benefit pension plans,…
Added 5 hours ago
RK
VP, Architecture
Rakuten Kobo Inc.
Toronto, ON · Kobo-ON-John Street
- Full-time
10+ years building and architecting software, including senior leadership experience (Architect /Principal / Director level) in software development organizations
Added 6 hours ago
OT
Manager, Finance Data Analytics & Insights
Ontario Teachers' Pension Plan
Toronto, ON
- Full-time
…analytical tool initiatives. In conjunction with the Managing Director and/or Senior Manager, actively work on DA&I initiatives and coordinate with Finance teams and other…
Added 6 hours ago
Director, Sales Operations
Molson Coors
Toronto, ON
In the role of Director, Sales Operations, working in Toronto, Ontario, you will be part of the Canadian Commercial Leadership Team. You will lead the strategic alignment of sales…
Added 7 hours ago
UO
Senior Manager, Animal Care Operations
University of Ottawa
Ottawa, ON
- Full-time
The Senior Manager leads managers and supervisors responsible for the operational delivery of animal care and research support services across the University's animal care facilities. The…
Added 7 hours ago
LC
Senior Staff Portfolio Operations Manager
Lightspeed Commerce, Inc.
Remote, Canada
- $170,000 to $200,000 CAD / year
- Full-time
- Remote
Lightspeed is seeking a Senior Staff Portfolio Operations Manager to join our Product & Technology Operations team.
Added 7 hours ago
SD
Director, Central Assist Operations
Shoppers Drug Mart
Mississauga, ON
- $128,000 to $176,000 CAD / year
- Full-time
Reporting to the Senior Director of Customer Success and Innovation at CPS, the Director, Central Assist Operations is responsible for the strategic leadership, operational performance, and…
Added 7 hours ago
Financial Analyst, Accounts Payable
Sinai Health
Toronto, ON
Work with Manager, Accounts Payable and Director, Business Operations to drive transformation initiatives and digitization and automation work stream related activities from assessment to…
Added 8 hours ago
AC
Finance Manager, Academic
Algonquin College
Ottawa, ON
- Full-time
Reporting to the Associate Director, Academic Finance Operations, the Finance Manager provides cross departmental leadership in financial strategy, budget development, quarterly budget…
Added 8 hours ago
M
Director, Product & Growth
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
As a senior product leader and people leader, the Director brings together teams across Product, Distribution, Marketing, Digital, Technology, Operations, Finance, Legal, Risk and…

Manulife

Director CX Insights & Activation

Toronto, ON, Canada
Waterloo, ON, Canada

$125,100.00 CAD - $175,100.00 CAD · Full-time

Apply on manulife.wd3.myworkdayjobs.com About employer

Applications open in a new tab.

Job details

Pay: $125,100.00 CAD - $175,100.00 CAD
Job type: Full-time
Apply by: Nov 14, 2026
Posting language: English
Posted: Nov 11, 2026

Original job description

Are you ready to elevate digital experiences and lead a Voice of Customer (VOC) and Customer Experience (CX) Insights team in shaping exceptional user journeys? Reporting to the AVP CX Transformation and Service Design, this role combines strong CX/research leadership with hands-on enablement, ensuring quality research and VOC work moves beyond artifacts and workshops into actionable roadmaps and delivery priorities.

At Manulife, we are committed to becoming a digital-first organization and leading our industry in digital customer experiences. Alongside two director colleagues, you will co-create the vision and strategy for VOC and CX insights maturity, partnering to drive positive and customer-focused change across Manulife’s Canadian Division. As research evolves with emerging technologies, you will support and champion the team’s evolution and adoption of AI in insights generation and analysis.

You will lead the CX Insights and Activation, encompassing voice of the customer, journey management and a research methodology that converts insights into tangible customer and business outcomes. You’ll guide a squad of CX researchers and insight analysts; partner closely with business partners to accelerate evidence-based decision making and business outcomes.

This is a highly collaborative role which requires excellence in both what and how you deliver work. The successful candidate will be confident in their strong quantitative research skills, a fair and flexible partner in a complex business environment, and enthusiastic about getting things done together. Resilience when tackling challenges and joy in collaboration are essential.

Position Responsibilities:

Drive the continued of the VOC and CX Insights within Manulife Canada including activation, measurement, and storytelling.
Support an evolving Journey Management practice that continuously researches, measures, optimizes, and orchestrates end-to-end customer journeys across channels and operations.
Enriching our research methodology - from discovery and framing to analysis, concepting, piloting, and scaled adoption - grounded in measurable outcomes and actionable insights.
Champion, support, and drive adoption of AI to streamline research processes and elevate what the team can accomplish.
Lead VOC and CX Insights Leadership & Standards
- Codify standards for research, quantitative analysis, customer feedback management, and measurement frameworks; steward research excellence alongside peer Directors in Brand Strategy and Service Design.
- Coach and grow CX researchers and analysts; institute critique rituals, mentoring, and learning pathways.
Drive Insights to Action
- Translate research (quantitative and qualitative) into actionable strategies, opportunity backlogs, and solution concepts; ensure hypotheses are validated via experiments and pilots; anchor decisions in customer desirability and business viability.
- Champion data-informed CX insights and business case storytelling to help secure alignment and funding.
Partner & Deliver
- Work with cross-functional leaders in operations, marketing, and AI to remove friction and enable journey orchestration at scale.
Governance & Ways of Working
- Co-create, with your director colleagues, a framework for governance for journey ownership, backlog intake, prioritization, and outcome tracking.

Required Qualifications:

10+ years in CX, customer insight, and journey management with 5+ years leading teams and practices in complex environments (financial services preferred).
Bachelor's degree in research, business, data science or relevant field. Master's or advanced degree is a plus.
Demonstrated expertise in quantitative research methods, survey design, data analysis, and evidence-based decision making.
Exceptional storytelling skills - demonstrated ability to humanize data, champion the voice of the customer, and craft empathetic, insight‑driven narratives that resonate with stakeholders, influence decisions, and strengthen business cases.
Proven track record translating insights into implemented solutions - from pilots to scaled adoption - across digital and operational channels.
Strong stakeholder leadership; ability to influence senior leaders and align diverse teams around outcomes and metrics.
Proven experience in or exposure to primary qualitative research methods.

Leadership Attributes

An enthusiastic collaborator who loves building partnerships and helping organizations act in the customer’s best interest.
Builder’s mindset; bias to action with disciplined measurement and a commitment to document and share.
Systems thinker who can zoom out and in between macro strategy and micro-operations.
Empathetic coach who elevates craft and creates psychological safety and engagement on the team.
Clear communicator who can tell the story of change with data and human insight.

Preferred Qualifications:

Experience building business cases and conducting desirability, viability, and feasibility (DVF) analyses for and with business colleagues.
Knowledge of and/or experience working in insurance or financial services is an asset.
UX or Product Design experience or proven experience working alongside product designers is a plus.
Comfort using research platforms, survey/analytics tools, and AI technologies for mixed methods insight generation.
Curiosity and enthusiasm for learning and growing in AI-driven research practices.

When you join our team:

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.
As part of our global team, we’ll support you in shaping the future you want to see.

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

Base salary range is expected to be between

$125,100.00 CAD - $175,100.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual base 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.

Apply on manulife.wd3.myworkdayjobs.com About employer

More about this job

Responsibilities

Lead the Voice of Customer and CX Insights team to drive actionable customer-focused strategies and journey orchestration. Partner with cross-functional leaders to integrate AI-driven research and evidence-based decision-making across the organization.

Requirements

Requires 10+ years of experience in CX and journey management with at least 5 years in a leadership capacity. Candidates must hold a bachelor's degree and demonstrate expertise in quantitative research, data analysis, and stakeholder influence.

Skills

Customer experience strategy
Voice of customer
Journey management
Quantitative research
Data analysis
Evidence-based decision making
Storytelling
Stakeholder leadership
AI adoption
Research methodology
Business case development
Service design
Strategic planning
Team leadership
Cross-functional collaboration

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/family assistance plans
Retirement savings plans
Pension
Global share ownership plan
Financial education and counseling
Paid time off
Holidays
Vacation
Personal days
Sick days

Visa sponsorship

Not detected in the job text

Keywords

CX
Voice of Customer
Journey Management
AI
Quantitative Research
Data Analysis
Financial Services
Insurance
Service Design
Digital Transformation
Stakeholder Management
Business Case
Evidence-based Decision Making
Research Methodology
Strategy
Leadership
Customer Insights
Product Design
UX
Governance
Measurement Frameworks
Storytelling
Collaboration
Piloting
Concepting
Discovery
Analysis
Operations
Marketing
Hybrid

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Work requirements

Jobs in Canada