Senior Product Owner, Digital Member Experience at Manulife · Waterloo

At Manulife, we’re committed to making decisions easier and lives better for our clients. As a leader in Group Benefits, we deliver innovative, end‑to‑end solutions that support the diverse needs of our customers. We’re looking for an enthusiastic and driven Product Owner / Senior Product Owner, Digital Member Experience to join our team, where you’ll play a key role in shaping meaningful digital enhancements across our member website and mobile app.

In this role, you will partner closely with our Digital Strategy team to help prioritize the backlog and deliver measurable outcomes across our claims and coverage experience. You will enable smooth product delivery, collaborate closely with cross‑functional partners, and contribute to impactful improvements that elevate the member experience.

Key Responsibilities:

Product Delivery

• Collaborate with cross-functional teams to understand the strategic roadmap and experience vision, and translate these into detailed user stories, acceptance criteria, and delivery plans

• Leverage data, feedback, and competitive analysis to refine and prioritize features that enhance the member experience across digital platforms

• Provide regular updates on delivery progress; create and maintain delivery plans, timelines, and milestones to keep stakeholders aligned

• Partner with UX, development, QA, and customer service teams through the full delivery lifecycle

• Manage dependencies and risks, proactively addressing challenges to keep initiatives on track

• Communicate progress and value-add outcomes clearly to stakeholders and leadership

Testing & Quality Assurance

• Oversee user acceptance testing (UAT) and ensure all releases meet quality standards

• Collaborate with QA and Product Analysts to monitor and resolve defects

• Identify opportunities for improvement and deliver enhancements that drive measurable impact

Stakeholder Collaboration

• Act as the voice of the member in cross-functional meetings and planning sessions.

• Communicate progress, risks, and outcomes to leadership and key stakeholders.

• Partner with Customer Experience, Operations, and Marketing to ensure alignment on messaging and support.

• Support organizational readiness by coordinating with impacted teams, ensuring processes, communications, and training materials are prepared for smooth implementation of new features or changes.

Qualifications:

• 3+ years of experience in a Product Owner or similar role, ideally in digital platforms or customer experience

• Strong written and verbal communication; able to produce clear, structured documentation and status updates. 

• Strong collaboration skills and relationship-building with cross-functional peers

• Strong understanding of Agile methodologies and product lifecycle management

• Skilled at managing multiple priorities, tracking details, and following through reliably 

• Proven ability to translate customer feedback into actionable product improvements

• Excellent communication, collaboration, and problem-solving skills.

• Experience with tools like Jira, Confluence, and analytics platforms is an asset

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see

The role being advertised is an existing vacancy.

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.

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.