Digital Performance Manager - Growth & Adoption (Hybrid)

Manulife; Toronto; Hybrid; CAD 93,000 - 143,000; Full time

Job summary

Manulife Bank is seeking a Manager of Digital Performance (Adoption and Servicing) to lead data-driven digital engagement strategies across online and mobile platforms, improving servicing adoption and customer satisfaction.

Reporting to the Director of Digital Sales, you will partner with agile teams to build business cases, prioritize roadmaps, and measure impact through KPIs, A/B tests, and cross‑functional collaboration.

Qualifications

• 5-7 years of relevant experience in customer digital adoption with deep expertise in digital banking.
• Advanced knowledge of digital channels and platforms, with a track record of developing strategic digital product roadmaps.
• Strong analytical skills with a proven track record building data-driven business cases that highlight financial benefits for digital banking.
• Proven experience in utilizing performance data, including A/B testing insights to identify and integrate features that drive successful digital customer behaviors and servicing results.
• Ability to maintain a continuous focus on innovation, consistently striving for big-picture thinking, and committed to devising intricate solutions that enhance the digital user experience.
• Exceptional project management and communication skills, with the ability to collaborate with multiple partners and effectively articulate progress, next steps, and challenges/roadblocks.
• Experience using agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment.

Responsibilities

• Enhanced Customer Experiences: Drive the creation of intuitive customer experiences on our secure websites and mobile application, by making data-driven decisions and running A/B testing with a focus on increasing usage of our digital servicing capabilities.
• Business Casing: Champion the opportunities within our digital channels, crafting persuasive business cases to monetize these opportunities.
• Call reduction: Work closely with our contact center to understand top call volumes and build solution to reduce calls.
• Cross-Functional Collaboration: Collaborate closely with cross-functional teams to create and lead product roadmaps, ensuring that digital initiatives are intake and prioritized in line with broader business objectives and OKRs.
• Technology Partnership: Collaborate with technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward thinking.

Skills

Digital banking

A/B testing

Data-driven decision making

Cross-functional collaboration

Agile methodologies

Project management

Customer engagement

Financial services

Job description

Manulife Bank is seeking a Manager of Digital Performance (Adoption and Servicing) to lead data-driven digital engagement strategies across online and mobile platforms, improving servicing adoption and customer satisfaction.

Reporting to the Director of Digital Sales, you will partner with agile teams to build business cases, prioritize roadmaps, and measure impact through KPIs, A/B tests, and cross‑functional collaboration.