As Officer/Senior Officer in Customer Platforms Commercialization team, you will support our digital, customer‑centric initiatives to enhance customer experience and strengthen purchase intent through digitization and personalization efforts.
You will contribute to improvements across our digital platforms and assist in initiatives that drive customer engagement with the wellness and rewards programs.
Position Responsibilities:
Drive Platform Commercialization Capabilities
Collaborate with cross functional stakeholders—including IT, Marketing, Operations, and Compliance—to define and deliver commercialization capabilities that enhance digital customer platforms and drive business value.
Stakeholder Collaboration & Communication
Maintain strong communication with internal and external partners to align on project timelines, scope, and deliverables. Provide regular updates, manage expectations, and support issue resolution throughout the project lifecycle.
Business Requirement Development
Collect, analyze, and translate business needs into clear, actionable business requirements. Ensure alignment with business goals, regulatory expectations, and customer experience standards.
Testing & Quality Assurance Management
Independently leading the end-to-end testing activities, including test planning, scenario design, user acceptance testing (UAT), defect management, and release validation, to ensure smooth and high-quality platform launches.
Operational Protocol Execution
Work closely with Marketing, Sales, Operations, other line of business owners and external vendors to execute rewards fulfillment and engagement activities. Ensure all processes follow standardized operational protocols, maintain service quality, and support a seamless customer experience.
Application & Function Performance Monitoring
Monitor platform and function performance to ensure stability and a smooth customer experience. Investigate customer reported issues—such as step sync or transaction discrepancies—by reviewing logs, analyzing system behavior, and coordinating with IT and vendors for timely resolution. Provide insights and recommendations to prevent recurrence and enhance overall app reliability.
Data Analytics, Tagging & Platform Data Curation
Manage platform analytics by defining and managing data requirements across key projects. Identify essential data points and user journey touchpoints, translate them into clear tagging specifications, and ensure accurate implementation with IT and vendors. Validate data accuracy through testing and monitoring, investigate data related issues, and ensure all required data elements are captured and structured to support reporting, insights generation, and performance measurement.
Required Qualifications:
Bachelor’s degree in Business, Marketing, Information Systems, Data Analytics, or related disciplines.
1–3 years of experience in digital platforms, product operations, business analysis, data analytics, or related roles.
Experience working with cross‑functional teams (e.g., IT, Marketing, Operations) in a project or platform environment.
Exposure to digital platforms, mobile apps, or customer‑facing systems is an advantage.
Familiarity with UAT, requirement gathering, or operational process execution preferred.
Technical & Analytical Skills
Strong analytical mindset with the ability to interpret data, identify patterns, and draw insights.
Basic understanding of data tagging, event tracking, or data structure concepts.
Hands‑on experience with Excel, dashboards, or analytics tools (e.g., Power BI, GA4, App Insights) is a plus.
Ability to understand system flows and investigate functional or performance issues.
Detail‑oriented and comfortable validating data accuracy or system behavior.
Competencies & Soft Skills
Strong communication and coordination skills to work closely with IT, vendors, and business stakeholders.
Organized and proactive, capable of managing multiple tasks and following through on deadlines.
Problem‑solving mindset with a willingness to investigate, diagnose, and resolve issues.
Customer‑centric, with an understanding of how digital experiences impact user satisfaction.
Adaptable team player with eagerness to learn and support evolving platform needs.
Other Preferred Attributes
Experience in customer issue handling, call‑center case investigation, or operational support is a plus.
Interest in digital platforms, mobile apps, and data-driven decision making.
Ability to work in a fast-paced environment with changing priorities.
When you join our team:
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 hr@manulife.com.
Working Arrangement