People Services AI Product Lead
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Job Summary
PeopleCommsAIProduct Lead
The Opportunity
At Manulife we arecreatingAI-powered experiencesthat enable colleaguestothrive and better support our customers.Our PeopleComms TechnologyNorth Staris tomakeevery interactionsimple personalized connected and intuitive.Realizing this ambitionrequires therighttechnology data integrationsandintelligencetooperateas one connected ecosystem.
AsthePeopleComms Ai Product Leadyou willhelpshape thesolutions behindthis futureacross the broader PeopleComms experience ecosystem.You will translate colleague and business needs into scalable AI-enabled products connectcapabilitiesacross ourpeopletechnology landscape andturn emergingpossibilitiesintopractical improvements inhow colleagueswork grow and access support.
You willlookbeyondinitialrequeststo uncover the underlying need challenge assumptionsassesstrade-offs andrecommendsolutions that balance colleaguevaluebusinessoutcomes enterprise safeguards and technical feasibility.Successrequires curiosity sound judgment and the ability to influence decisions through evidence and insight.
WorkingacrossPeopleComms technology andenterprise partner teams you will bring togethercolleague feedback analytics Human-Centered Design operational insights and emerging trendsto shape priorities and continually improve the product.
Your impact will bemeasured byhoweffectivelystrong ideas becomevaluable sustainable solutionsthat evolve withcolleague needs.
Key Responsibilities
Lead discoverywith Global People Services COEs knowledge owners HR SMEs and business product ownerstodefine thebusinessproblem desired colleague experience andhighest-valueAI-enabledopportunities.
Convert approved opportunitiesinto clear product decisions requirements user stories acceptance criteria andprioritizedJira backlog items.
Help shape the product vision and roadmap using colleague research journey insights service data business value dependencies and delivery feasibility.
Make transparentproducttrade-offs acrossexperience value operational impactenterprise safeguards andlong-term supportability.
Provide product demos stakeholder updates and executive-ready materials that explain capabilities planned enhancements risks decisions and trade-offs.
Define outcomes anduseadoptionqualityfeedback and operational data tocommunicate impactidentifyimprovementsandadjust priorities.
Partner with the AI Solutions BA & Test Lead to enable release readiness through UAT planning test scenario validation defect triage acceptance criteria alignment and post-release learnings.
Partner with technology architecture cybersecurity privacy legal compliance risk and governance teams to build enterprise requirements into product design and delivery without losing sight of the intended colleague experience.
Translate product intent into technical requirements and support design decisions with architects engineers technical teams and experience owners across workflows agents integrations prompts knowledge grounding and feedback mechanisms.
Use evidence from testing adoption quality and colleague feedback to support decisions to iterate scale pause or retire capabilities.
Influence communication change readiness training and enablement plans by translating product changes into practical stakeholder guidance.
What You Bring
5 years of progressive experience in HR technology productmanagement business analysis digital employee experience HR operations enablement ora relateddiscipline.
Strong understanding of HR functions HR service delivery employee lifecycle events HR policies and colleague support channels.
Experience with HR technology employee experience platforms AI-enabled services or digital service delivery with the ability tomove from ambiguous stakeholderneedsto clear problem statements options recommendations requirements andpractical product outcomes.
Experience with Jira backlog management story creation acceptance criteria backlog refinement sprint support and cross-functional delivery coordination.
Experiencefacilitatingstakeholder workshops discovery sessions Human-Centered Design activities user interviews or journey mapping.
Experiencenavigating regulated enterprise environments and incorporatingprivacy compliance risk security architectureandresponsible AIconsiderations into product decisions.
Strong product judgment analytical thinking problem-solving documentation and communication skills including the ability to evaluate trade-offs assess downstream impacts recommend practical solutions and deliver executive-ready updates and credible product demonstrations.
Ability to influence without authority and work effectively across diverse cross-functional teams and time zones.
Preferred Qualifications
Experience with ServiceNow HR Service Delivery HR case management employee service portals knowledge management or Workday.
Experience withenterprise AI platforms such asAzure AI FoundryAzure OpenAI or MicrosoftCopilot Studioincluding agent concepts prompt design retrieval-augmented generation knowledge grounding and answer quality improvement.
Experience shaping AI-enabled product strategy or product discovery in People Services HR technology employee experience or enterprise service delivery.
Experience supportingenterprise AI privacy compliance or riskassessmentsand translating findings into practical product requirements and controls.
HCD product management business analysis Agile PMP CHRP/CHRL or related certification.
Post-secondary education in HR Business Information Technology Data Science or a related field or equivalent practical experience.
Success Measures
Priority opportunities arevalidatedwith colleagues and stakeholders tied to measurable outcomes and reflected in theproductvision and roadmap.
Product and technical decisions arecleardelivery teams receive decision-ready requirements and ambiguity and rework are reduced.
Released experiences demonstrate improved usabilityadoption qualityservice effectiveness or colleague satisfaction.
Solutions progress ina timelyway with enterprise safeguards ownership and dependencies addressed early.
Post-launch evidence leads to clear decisions to iterate scale pause or retire capabilities.
Why Join Us
Shape theconnectedtechnologyecosystem behind AI-poweredexperiences across People & Communications.
Turn emerging capabilities into sustainable products used by colleaguesatenterprisescale.
Influence how colleagues work and thrive strengthening their ability to support our customers.
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.
#LI-Hybrid
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 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 .
Referenced Salary Location
Waterloo OntarioWorking Arrangement
Salary range is expected to be between
$85300.00 CAD - $135300.00 CADEmployees 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 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 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.
Required Experience:
Senior IC
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
