Digital Servicing & Adoption Lead – Banking Apps

Société Financière Manuvie; 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 digital servicing initiatives and boost online/mobile usage. You will craft data-driven business cases, collaborate with agile delivery teams, and drive measurable improvements in customer engagement and incident reduction.

The role emphasizes ownership of strategic roadmaps, cross-functional teamwork, and leveraging A/B testing insights to enhance digital experiences while aligning with company objectives

Qualifications

• 5-7 years of experience in customer digital adoption with deep expertise in digital banking.
• Advanced knowledge of digital channels and platforms and ability to develop strategic digital roadmaps.
• Strong analytical skills with a proven track record building data-driven business cases for digital banking.
• Experience using performance data and A/B testing to drive feature decisions.
• Continuous focus on innovation and big-picture thinking in digital experiences.
• Exceptional project management and communication skills in a matrixed environment.
• Experience employing agile methodologies and human-centered design to deliver value.

Responsibilities

• Drive Adoption of digital servicing and engagement across online and mobile banking platforms.
• Craft persuasive business cases to monetize digital opportunities and justify investments.
• Collaborate with contact center to reduce calls and improve self-service options.
• Lead cross-functional roadmaps and prioritize initiatives aligned with OKRs.
• Partner with technology teams to future-proof digital investments and capabilities.
• Document and analyze customer journeys to identify pain points and streamline processes.
• Establish KPIs and prepare data-driven reports to track progress and outcomes.

Skills

Digital adoption

Digital channels

Data-driven decisions

A/B testing

Innovation

Project management

Agile & HCD

Job description

Manulife Bank is seeking a Manager of Digital Performance (Adoption and Servicing) to lead digital servicing initiatives and boost online/mobile usage. You will craft data-driven business cases, collaborate with agile delivery teams, and drive measurable improvements in customer engagement and incident reduction.

The role emphasizes ownership of strategic roadmaps, cross-functional teamwork, and leveraging A/B testing insights to enhance digital experiences while aligning with company objectives