At Manulife, our ambition is to be a digital customer leader across all markets we operate in. To achieve the goal, Agency Digital Office Program has been launched to drive different digital initiatives in order to assist our agency work easier, faster and better.
Distribution Transformation Team is seeking a Associate Director who is forward-thinking to drive the development of the digital tools/AI-powered tools and to formulate change management plan for the adoption in order to support the business growth and business transformation across all channels.
Position Responsibilities:
The Product Owner acts as the voice of the business and voice of the agents/banks/brokers for a component of the customer journey, representing and driving business needs within a particular squad to ensure business and end-user satisfaction.
This role contributes to the realization of digital strategy, vision, and OKRs by aligning and prioritizing business goals with actionable results.
Focuses on tactical delivery of agency digital tools or its features, aligned to the value stream and segment priorities
Drives the strategy, planning and delivery of key capabilities aligned to the Value Stream customer journey at the squad level, including features
Collaborates closely with business stakeholders to achieve squad-level outcomes for business priorities & initiatives
Individual Accountabilities:
Voice of the Business and channels
Responsible for business outcomes in alignment with the Company Must Win priorities
Acts as the voice of the business and voice of the agents/bank/broker within the squad to ensure business and end-user satisfaction
Maintains a good understanding of business and end users pain points, needs, and preferences
Maintains a good understanding of relevant personas and customer journeys in order to advocate for the ideal experience
Understands industry, competitive, general business and AI trends to enable strategic planning and delivery of outcomes in alignment with segment priorities
Formulate and execute the change management strategies to drive business results in terms of adoption
Conduct and facilitate agency focus groups to collect feedback for continuous improvements and development
Ensures the voice of the customer/stakeholder is prominent and accurate in the definition of user stories
Act as an internal consultant and trusted advisor to other departments within Distribution Operations in terms of project management and to ensure consistent practice or design applied to different tools/projects
Backlog Management
Drives the strategy, planning and delivery of key capabilities aligned to the agent & customer journey at the squad level, including features
Primarily leads the squad in ensuring value creation for the business and agents by owning the squad backlog and ensuring that the highest value work is always being executed
Work with squad to define hypotheses, run experiments (surveys, concept testing, analytics tools, A/B testing), and analyze data to make decisions on user stories that influence the direction of delivery
Builds and grooms the user story backlog for one or more squads (prioritizing based on value)
Ensures the backlog is visible, clear and understood by all squad members
Incorporates feedback from stakeholder demos, interviews, user research, and engineering into the squad backlog
Accepts the work outputs (i.e. completed user stories) of the squad by ensuring all stories meet the definition of done
Squad Alignment & Communication
Provide coaching support for agile practices and product content knowledge
Specify and effectively communicate desired outcomes for current and future capabilities
Leads or assists in demonstrations of the squad’s outputs (i.e. working software)
Reviews and contributes to the agency digital roadmap
Drafts the squad’s specific objectives and key results (OKRs) in alignment with those of the value stream
Keep track and report the adoption progress with plan to management and…