KIM MADILL

Led the implementation of a modern multifactor authentication system to replace outdated technology for advisor and client portals. Leveraged advanced data integration capabilities to deliver seamless functionality, while meeting strong data security protocols.

• Collaborated with stakeholders, technology teams, and UX designers to translate product visions into reality.
• Provided effective leadership to enhance team moral and productivity.
• Definition of client experience success metrics and evaluation of performance through analyzing analytics to provide an informed, actionable and prioritized backlog.
• Establishment of feedback loops to elicit input from clients, advisors, and other stakeholders to drive continuous improvement.
• Established strong relationships with key stakeholders, maintaining open lines of communication to ensure alignment on project objectives.
• Developed detailed product roadmaps, providing clear direction for the technology team and stakeholders.
• Achieved consistent on-time product releases by effectively managing resources and prioritizing tasks according to business goals.

Guided and influenced the product marketing and digital teams to develop cohesive, integrated client journeys and move away from the creation of isolated, single channel experiences.

• Led the collaboration with marketing and digital teams to develop and plan site content, layout, and experience.
• Developed customer journey maps to identify critical pain points and strategically influenced the prioritization of solutions to address them.
• Utilized analytics to evaluate user engagement, driving the adoption of data-driven decisions to achieve KPIs.
• Implemented A/B testing on various digital elements to continually improve performance metrics.

Led a talented team of 15-20 digital professionals (UX,SEO, Product Owners, publishing), accountable for Manulife.ca client experience.

• Develop and execute digital roadmap for Manulife.ca to meet strategic business objectives and improve experience.
• Enhanced customer experiences by integrating NPS feedback
• Collaboration with technology teams to deliver innovative solutions.

Led cross-functional teams (sales, product, marketing, client relations, admin) to ensure business readiness for the Insurance line of business portfolio of projects.

Served as a Senior Product Owner to lead and support the successful re-platform of Manulife's Advisor Portal for Insurance.

Served as a Senior Product Owner to lead and support the successful re-platform of Manulife's insurance quoting & illustration tool for Insurance.

Focused on leading, developing, and executing strategic digital plans to achieve business objectives. Provided digital consultancy for Manulife's digital application project, defining KPIs and guiding the team to deliver a seamless advisor experience with tailored solutions to support insurance advisors effectively.