We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected, and meaningfully challenged, we all thrive. Discover how you can grow your career, make an impact, and drive real change with our Winning Team today.  

Manulife is a leading Canada based financial services organization with principal operations in Asia, Canada and the United States where we operate as John Hancock. With market-leading positions across North America and Asia, we leverage a diverse business platform that offers a range of financial solutions in both developed and developing markets around the world. Our vision is to help people with their most important financial decisions. To enable that vision, Manulife is aligning our entire organization and providing advanced tools and capabilities to help achieve our goal of putting the customer at the centre of everything we do, culturally and operationally. We are embarking on the most forward-thinking strategy in our history as we shift from the traditional product and distribution focus. 

 
Working Arrangement Hybrid (Location Hong Kong) 

Job Description 

The AVP, Global Digital Experience, is a key member of the Global Wealth and Asset Management (GWAM) Digital Experience team, which is part of our Marketing organization. This role will manage our digital experience across Asian markets, including public websites, customer insights, and experience design. 

The successful candidate will report to the VP of Global Digital Experience and lead a team of 7, working closely with our Leadership team in Asia, key internal partners across Technology, Data, and Marketing, as well as our local, regional and global teams to help radically transform our customers’ experience in Asia.  

Key Accountabilities:  

Digital Experience:  

• Oversee all aspects of WAM Digital Experience in Asia.  

• Manage the public websites team, responsible for our website offerings across 9 markets in Asia. 

• Lead the customer experience and customer insights strategy and execution, conducting research and gathering insights across all our WAM lines of business in Asia. 

• Responsible for experience design in WAM Asia, in partnership with our insurance partners  

• Responsible for re-energizing our WAM digital roadmap in Asia and for partnering with our Lifeco business to create integrated, converged experiences for our customers and advisors  

• Manage stakeholders across a complex matrix, in partnership with WAM’s Asia CMO, making the link between local, regional and global teams. 

• Conduct effective portfolio prioritization within WAM (working closely with the Regional leadership team) and in partnership with our Lifeco business in Asia. 

• Develop and maintain best digital standards in partnership with North America Global Digital Experience teams. 

• Champion user-centric design, leveraging user feedback, competitive analysis, and technology trends to build advisor-centric products. 

• Leverage advanced analytics to drive strategic decision-making and uncover actionable insights to optimize business performance. 

Leadership: 

• Lead and coach a team of 8 Digital Product Managers and Digital Experience practitioners, responsible for public websites, customer insights, and experience design.   

• Ensure collaborative efforts on convergence projects to enhance customer and advisor experiences across platforms managed by our Retail, Retirement, and Insurance businesses. 

• Ensure meticulous planning and execution of digital projects to achieve desired outcomes. 

• Maintain best-in-class digital standards and operational efficiency. 

• Foster a high-performance culture and promote an inclusive workplace. 

Job Requirements 

• 10+ years leading digital customer experience initiatives and digital experience teams.  

• Knowledgeable about multiple functional areas such as Digital Product Management, UX/UI Design, and Customer Insights and Research.  

• Exceptional verbal, written and visual communication skills, with ability to foster collaboration and partnerships effectively with stakeholders at different levels in the organization.   

• An expert at recognizing and resolving unclear issues to enhance customer and business outcomes. 

• Outstanding organizational, technical, and analytical skills with a keen eye for detail. 

• Curious and experimental approach to promote innovation in uncertain conditions. 

• Experience in financial services and supporting B2B, B2B2C and B2C, is considered an asset, in particular an understanding of distribution direct to consumers as well as through intermediaries.  

• Understanding of digital marketing technologies (e.g., content and digital asset management, headless content management).  

• Travel when required.  

What motivates you? 

• You obsess about customers, listen to them, and act for their benefit. 

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. 

• You thrive in teams and enjoy getting things done together. 

• You take ownership and build solutions, focusing on what matters. 

• You do what is right, work with integrity and speak up. 

• You share your humanity, helping us build a diverse and inclusive work environment for everyone. 

What can we offer you? 

• A competitive salary and benefits package 

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. 

• A focus on growing your career path with us. 

• Flexible work policies and strong work-life balance 

• Professional development and leadership opportunities 
   

Our commitment to you 

• Values-first culture: We lead with our Values every day and bring them to life together. 

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career. 

• Continuous innovation: We invite you to help redefine the future of financial services. 

• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives. 

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.