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 data is captured from the outset and shared downstream to support Segment-level measurement, optimization and value realization
2. Performance Intelligence, Power BI & Reporting
- Lead the cross-functional team responsible for delivering Digital Storefront's performance intelligence, analytics, measurement and reporting capabilities
- Own the development, delivery and continuous evolution of Digital Storefront's centralized Power BI dashboard, providing intuitive, scalable self-service reporting for Global and Segment teams
- Establish and manage a prioritized reporting roadmap, incorporating new data sources, metrics and analytical capabilities as Digital Storefront evolves
- Partner with Measurements & Insights, AI & Data Office and Technology to ensure reliable data integration, quality, governance and reporting standards
- Leverage AI and automation to enhance monitoring, detect anomalies, accelerate insight generation and improve reporting efficiency
3. Post-Launch Performance & Hypercare
- Own daily/weekly performance oversight and reporting throughout the four-week hypercare period following each new Digital Storefront Cloud site launch, ensuring measurement plans and baselines are established before go-live
- Proactively identify performance issues, anomalies and optimization opportunities across customer experience, digital journeys, accessibility, site health and application monitoring
- Coordinate investigation and resolution with the appropriate stakeholders, including Technology, Global Digital Content Operations, MarTech, Accessibility, Design, Measurement & Insights and AI & Data Office, ensuring clear ownership, urgency and visibility into progress
- Support a structured transition to Market and Segment ownership, ensuring outstanding issues and ongoing reporting accountabilities are clearly understood
4. Insights, Optimization & Performance Management
- Establish a continuous performance management discipline that proactively identifies emerging issues, risks and opportunities, ensuring insights translate into timely, accountable action
- Partner with Global and Segment Product Owners, Measurement & Insights and business stakeholders to uncover customer journey friction, identify optimization opportunities and prioritize improvements
- Establish an insight-to-action operating model that tracks recommendations, ownership, actions taken and measurable outcomes
- Deliver monthly Digital Storefront performance reporting, consolidating Global and Segment results, emerging trends, actions underway and progress against strategic KPIs
5. Transformation & AI Value Measurement
- Serve as Digital Storefront's measurement expert, partnering with Strategy & Transformation to identify, quantify and demonstrate the value created through platform modernization, enterprise capabilities, standardization, reuse and operational transformation
- Collaborate on the development of credible measurement approaches and value models, contributing Digital Storefront expertise while aligning with enterprise value realization methodologies led by Strategy & Transformation
- Define and implement the data capture, baselines, tracking and reporting required to support ongoing benefits measurement and provide reliable, validated performance information
- Partner with capability owners to establish meaningful AI value measures that extend beyond time saved to demonstrate improvements in productivity, quality, accuracy, delivery capacity, rework and business outcomes
- Work with Strategy & Transformation to connect operational improvements to broader business value and support the ongoing validation and communication of realized benefits
6. Executive Reporting & Strategic Storytelling
- Own Digital Storefront's consolidated performance narrative, connecting customer experience, Segment outcomes, operational performance, transformation progress and value creation into a compelling, ongoing story.
- Lead Digital Storefront performance reporting for the Global Marketing Leadership Team (GMLT) and other executive forums, communicating how the program is performing, what is improving, what actions are being taken and what value is being generated
- Proactively identify and develop evidence-based impact stories, including AI-enabled transformation, using validated performance results and agreed value measures
- Partner with Strategy & Transformation to shape and communicate Digital Storefront's value creation narrative, ensuring alignment with enterprise methodologies and supporting broader ELT-level reporting and storytelling
7. Leadership & Performance Culture
- Build analytics acumen across Global and Segment teams, enabling stakeholders to confidently leverage self-service reporting, interpret performance intelligence and translate insights into decisions
- Champion a culture of curiosity, evidence-based decision-making, accountability and urgency around continuous performance improvement
- Embed AI and automation into the team's day-to-day practices to continuously improve analytical, reporting and insight-generation capabilities
Required Qualifications
- Extensive experience in digital analytics, performance measurement, business intelligence and strategic reporting within a large, complex organization
- Demonstrated experience building and leading analytics, business intelligence or performance management teams, with accountability for both strategy and operational delivery
- Demonstrated ability to leverage AI, GenAI and automation to advance analytics, performance monitoring, reporting and insight generation, with an understanding of the technical considerations involved in integrating AI-enabled capabilities into workflows
- Proven experience developing measurement strategies, KPI frameworks and integrated performance reporting capabilities
- Advanced, hands-on Power BI expertise, including dashboard development, data modeling, DAX and data integration
- Strong technical acumen across enterprise data architecture, pipelines, analytic platforms and business intelligence, with demonstrated ability to translate business measurement requirements into technical solutions and guide delivery in partnership with architecture, data and engineering teams
- Strong understanding of Adobe Analytics and enterprise data ecosystems, including measurement architecture, data quality and downstream reporting requirements
- Ability to connect multiple sources of performance intelligence, including customer experience, digital analytics, accessibility and application monitoring, to generate actionable business insights
- Experience establishing performance reporting cadences, translating insights into measurable action and influencing cross-functional stakeholders
- Experience developing transformation and AI value measurement approaches, including quantifying productivity, quality, efficiency and business outcomes
- Exceptional analytical thinking, strategic problem-solving and executive-level data storytelling capabilities
- Strong stakeholder influence and collaboration skills across Product, Analytics, Technology, Data, Marketing and Strategy teams
- Demonstrated ability to operate strategically while maintaining hands-on accountability for delivering and evolving measurement and reporting capabilities
- Experience leveraging AI and automation in day-to-day analytical, reporting and insight-generation practices
Preferred Qualifications
- Experience in financial services, insurance or another regulated industry
- Familiarity with Adobe Experience Platform, Adobe Web SDK, Customer Data Platforms and enterprise digital measurement architectures
- Experience measuring AI, GenAI or agentic AI initiatives and their realized business impact
- Familiarity with Microsoft Copilot, Copilot Studio or similar AI-enabled analytics capabilities
- Experience supporting enterprise transformation programs, benefits realization and executive reporting
- Experience in agile product delivery and federated Global/Segment operating models
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
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 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.
