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About the role
- Digital banking performance manager driving adoption, customer engagement, and servicing growth at Manulife Bank. Building data-driven roadmaps, business cases, and improved online and mobile experiences.
Responsibilities
- Craft and execute strategies to grow digital banking servicing, customer engagement, and utilization of online banking and mobile platforms
- Drive intuitive customer experiences on secure websites and mobile applications using data-driven decisions and A/B testing
- Champion digital-channel opportunities and create persuasive business cases to monetize them
- Work with contact centers to understand call volumes and develop call-reduction solutions
- Collaborate with cross-functional teams to create and lead product roadmaps aligned with business objectives and OKRs
- Partner with technology teams to future-proof digital technology investments
- Analyze customer journeys, identify pain points, and implement streamlined self-service capabilities and communications
- Ensure seamless integration across customer touchpoints
- Use customer verbatims and usability feedback to optimize digital experiences
- Establish KPIs to measure digital service initiative effectiveness
- Develop reports and presentations covering achievements, challenges, and recommendations
- Manage intake items, prioritize work, and business-case initiatives with the delivery organization
Requirements
- 5-7 years of relevant experience in customer digital adoption with deep expertise in digital banking
- Advanced knowledge of digital channels and platforms
- Track record of developing strategic digital product roadmaps
- Strong analytical skills
- Proven track record building data-driven business cases highlighting financial benefits for digital banking
- Experience utilizing performance data, including A/B testing insights, to identify and integrate features driving successful digital customer behaviors and servicing results
- Continuous focus on innovation and big-picture thinking
- Exceptional project management and communication skills
- Ability to collaborate with multiple partners and articulate progress, next steps, and challenges/roadblocks
- Experience using agile methodologies and human-centered design principles
- Ability to deliver value in a fast-paced, matrixed environment
Benefits
- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Learning and career growth support
- Inclusion and well-being support
- Incentive compensation tied to business and individual performance
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Degree requirement
No Education Requirement
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