Director of Product driving credit card and payments platform delivery for banks, fintechs, and global brands. Leading integrations, roadmap execution, and scalable financial product launches.
About the role
- Director of CX Products & Platforms at Manulife, responsible for leading AI-enabled customer experience solutions across the enterprise. Drive strategy, product management, and adoption for superior customer insights.
Responsibilities
- Define and lead a capability-based product strategy and solution roadmap for CX platforms and customer intelligence
- Own end-to-end lifecycle of CX platforms including enhancements, releases, and performance
- Drive enterprise adoption and usage of CX platforms across business units
- Ensure platforms enable clear identification of root causes, opportunities, and actions
- Ensure CX platforms are integrated with key enterprise data sources
- Establish clear product governance, prioritisation, and release processes
- Act as the primary interface between CX, Technology, Data, and business stakeholders
Requirements
- University or Masters degree from a top-tier university; MBA preferred
- 8+ years of experience in fast-paced environment with proven product management expertise, leadership and stakeholder management experience and a track-record of impactful execution
- Experience in customer experience, AI, digital, technology and analytics
- Experience in Agile ways of working, with a strong outcome-driven focus
- Exceptional analytical skills, and demonstrated leadership ability
- Excellent communication skills, including verbal, written, & PowerPoint
- Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program including holidays, vacation, personal, and sick days
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