Officer Senior Officer, Customer Platforms Commercialization

As Officer/Senior Officer in Customer Platforms Commercialization team you will support our digital customercentric 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 stakeholdersincluding IT Marketing Operations and Complianceto 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 issuessuch as step sync or transaction discrepanciesby 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:

• Bachelors degree in Business Marketing Information Systems Data Analytics or related disciplines.

• 13 years of experience in digital platforms product operations business analysis data analytics or related roles.

• Experience working with crossfunctional teams (e.g. IT Marketing Operations) in a project or platform environment.

• Exposure to digital platforms mobile apps or customerfacing 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.

• Handson 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.

• Detailoriented 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.

• Problemsolving mindset with a willingness to investigate diagnose and resolve issues.

• Customercentric 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 callcenter 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:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

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 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 .