People Services AI Product Lead
Description
PeopleComms AI Product Lead
The Opportunity
At Manulife, we are creating AI- powered experiences that enable colleagues to thrive and better support our customers. Our PeopleComms Technology North Star is to make every interaction simple, personalized , connected, and intuitive. Realizing this ambition requires the right technology, data, integrations, and intelligence to operate as one connected ecosystem .
As the PeopleComms Ai Product Lead you will help shape the solutions behind this future across the broader PeopleComms experience ecosystem. You will translate colleague and business needs into scalable AI-enabled products, connect capabilities across our people technology landscape, and turn emerging possibilities into practical improvements in how colleagues work, grow, and access support .
You will look beyond initial requests to uncover the underlying need , challenge assumptions, assess trade-offs, and recommend solutions that balance colleague value, business outcomes, enterprise safeguards , and technical feasibility. Success requires curiosity, sound judgment, and the ability to influence decisions through evidence and insight.
Working across PeopleComms , technology, and enterprise partner teams, you will bring together colleague feedback, analytics, Human-Centered Design, operational insights, and emerging trends to shape priorities and continually improve the product .
Your impact will be measured by how effectively strong ideas become valuable, sustainable solutions that evolve with colleague needs .
Key Responsibilities
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Lead discovery with Global People Services, COEs, knowledge owners, HR SMEs, and business product owners to define the business problem, desired colleague experience , and highest-value AI-enabled opportunities .
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Convert approved opportunities into clear product decisions, requirements, user stories, acceptance criteria, and prioritized Jira backlog items.
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Help shape the product vision and roadmap using colleague research, journey insights, service data, business value, dependencies, and delivery feasibility.
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Make transparent product trade-offs across experience, value, operational impact, enterprise safeguards , and long-term supportability .
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Provide product demos, stakeholder updates, and executive-ready materials that explain capabilities, planned enhancements, risks, decisions, and trade-offs.
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Define outcomes and use adoption , quality , feedback, and operational data to communicate impact, identify improvements, and adjust priorities .
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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.
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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.
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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.
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Use evidence from testing, adoption, quality, and colleague feedback to support decisions to iterate, scale, pause, or retire capabilities.
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Influence communication, change readiness, training, and enablement plans by translating product changes into practical stakeholder guidance.
What You Bring
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5+ years of progressive experience in HR technology, product management , business analysis, digital employee experience, HR operations enablement, or a related discipline.
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Strong understanding of HR functions, HR service delivery, employee lifecycle events, HR policies, and colleague support channels.
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Experience with HR technology, employee experience platforms, AI-enabled services, or digital service delivery, with the ability to move from ambiguous stakeholder needs to clear problem statements, options, recommendations, requirements, and practical product outcomes.
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Experience with Jira backlog management, story creation, acceptance criteria, backlog refinement, sprint support, and cross-functional delivery coordination.
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Experience facilitating stakeholder workshops, discovery sessions, Human-Centered Design activities, user interviews, or journey mapping.
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Experience navigating regulated enterprise environments and incorporating privacy, compliance, risk, security, architecture, and responsible AI considerations into product decisions .
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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.
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Ability to influence without authority and work effectively across diverse, cross-functional teams and time zones.
Preferred Qualifications
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Experience with ServiceNow HR Service Delivery, HR case management, employee service portals, knowledge management, or Workday.
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Experience with enterprise AI platforms such as Azure AI Foundry, Azure OpenAI, or Microsoft Copilot Studio, including agent concepts, prompt design, retrieval-augmented generation, knowledge grounding, and answer quality improvement .
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Experience shaping AI-enabled product strategy or product discovery in People Services, HR technology, employee experience, or enterprise service delivery.
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Experience supporting enterprise AI, privacy , compliance , or risk assessments and translating findings into practical product requirements and controls .
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HCD, product management, business analysis, Agile, PMP, CHRP/CHRL, or related certification.
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Post-secondary education in HR, Business, Information Technology, Data Science, or a related field, or equivalent practical experience.
Success Measures
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Priority opportunities are validated with colleagues and stakeholders, tied to measurable outcomes , and reflected in the product vision and roadmap .
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Product and technical decisions are clear, delivery teams receive decision-ready requirements, and ambiguity and rework are reduced.
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Released experiences demonstrate improved usability, adoption, quality, service effectiveness, or colleague satisfaction.
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Solutions progress in a timely way with enterprise safeguards, ownership, and dependencies addressed early.
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Post-launch evidence leads to clear decisions to iterate, scale, pause, or retire capabilities.
Why Join Us?
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Shape the connected technology ecosystem behind AI-powered experiences across People & Communications.
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Turn emerging capabilities into sustainable products used by colleagues at enterprise scale.
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Influence how colleagues work and thrive, strengthening their ability to support our customers.
When you join our team:
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We’ll empower you to learn and grow the career you want.
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We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
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As part of our global team, we’ll 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 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