Director, Customer Identity & Digital Foundations

Manulife; Toronto; Hybrid; CAD 125,000 - 175,000; Full time

Job summary

Manulife is hiring for a Director of Unified Digital Foundations in Toronto, Canada. You will own the product strategy and roadmap for Manulife ID, Enterprise ID, and related digital access capabilities across Canada, coordinating with multiple teams to deliver secure, seamless digital experiences.

The role requires a strong product leader with 10+ years in digital product management, identity, or digital transformation, and the ability to translate strategy into clear roadmaps and measurable

Qualifications

• 10+ years in digital product management, identity, or digital transformation.
• Translate strategy into roadmaps, delivery plans and measurable outcomes.
• Experience leading cross-functional initiatives and teams.
• Strong understanding of customer identity, digital access, privacy, and authentication.
• Experience with identity modernization and enterprise-scale digital capabilities.

Responsibilities

• Define and own vision, strategy, roadmap, and success measures for Manulife ID and unified digital foundations.
• Translate strategy into sequenced priorities, requirements, investments, and milestones.
• Lead delivery of identity journeys: registration, sign-in, authentication, account recovery, and privacy.
• Define OKRs and performance measures for adoption, completion, and business impact.
• Balance customer experience with security, privacy, and enterprise scalability.

Skills

Digital product management

Identity platforms

Cross-functional leadership

Agile delivery

Data-driven decisions

Education

Bachelor's degree (asset)

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 Director, Unified Digital Foundations, you will report to the AVP, Unified Digital team reporting into the VP, Digital Transformation and Customer Centricity, and lead the product strategy, roadmap, and execution for foundational identity and digital access capabilities across Canada Segment digital journeys.

This role is accountable for Manulife ID, Enterprise ID, and related customer identity capabilities that enable secure, simple, and connected digital experiences. You will translate the Unified Digital vision into clear requirements, delivery roadmaps, cross-functional decisions, and measurable outcomes, including the identity and access requirements that support the new unified homepage experience.

The successful candidate will be a strong product and platform leader who can operate across business, technology, risk, security, privacy, fraud, operations, design, analytics, marketing, and Canada Segment teams to move strategy into execution with pace, discipline, and scale.

Product Strategy and Roadmap

• Define and own the vision, strategy, roadmap, and success measures for Manulife ID, Enterprise ID, and unified digital foundations.
• Translate the Unified Digital strategy into sequenced product priorities, clear requirements, investment inputs, and delivery milestones.
• Shape identity and access capabilities that enable one customer relationship, improved product linking, simplified onboarding, and seamless movement across digital journeys.
• Prioritize the roadmap using customer evidence, data, operational impact, risk requirements, delivery capacity, and Canada Segment priorities.

Execution and Delivery

• Lead delivery of customer identity journeys, including registration, sign-in, authentication, authorization, account recovery, profile data, privacy, and access support.
• Feed identity and access requirements into the unified homepage and navigation workstreams, ensuring foundations are practical, scalable, and launch-ready.
• Drive sprint-level clarity across scope, dependencies, risks, decision points, and measurable outcomes.
• Define OKRs and performance measures for adoption, registration completion, authentication success, customer effort, operational efficiency, and business impact.
• Balance customer experience, security, privacy, fraud prevention, resiliency, operational readiness, and enterprise scalability.

Cross-Functional Leadership

• Lead cross-functional forums and working groups to align business, technology, risk, privacy, security, fraud, legal, operations, and design partners on decisions required to move forward.
• Prepare clear updates, recommendations, trade-offs, and decision asks for steering committees and senior leadership forums.
• Create transparency and accountability across teams by maintaining clear roadmaps, delivery plans, governance routines, and decision logs.
• Coach product colleagues and strengthen product management discipline across the Unified Digital Foundations team.

Required Qualifications

• 10+ years of experience in digital product management, customer platforms, identity, or digital transformation.
• Proven ability to translate strategy into roadmaps, delivery plans, and measurable outcomes.
• Experience leading teams and complex cross-functional initiatives.
• Strong understanding of customer identity, digital access, privacy, and authentication.
• Experience with identity modernization, customer platforms, or enterprise-scale digital capabilities.
• Strong stakeholder leadership, influence, and decision-making skills.
• Experience using agile delivery, customer research, analytics, and data-driven decision-making.

Preferred Qualifications

• Bachelor's degree in business, Marketing, Commerce, or related field is considered 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 [e-mail].

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 [e-mail] 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 [e-mail] 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.