Michelle Broadbent

About Michelle Broadbent

Visionary Lead Product Director with in-depth experience leading end-to-end product management and developing compelling product strategies and visions. Creation of product roadmaps, OKRs, and mission that focus on iterative value delivery. Drive continuous goal attainment, process optimization, and revenue growth. During my role as the Lead Product Director/ Value Stream Owner in Global Customer Centricity at Manulife Financial/John Hancock, I led a multi-year Voice of the Customer product platform across North America and Asia Markets using Azure tech stack, data modeling and GenAI bringing in over 17 million structured and unstructured data points to listen and learn behaviors to improve CX-Customer experiences. This was a key strategic initiative that enabled insight into NPS, Digital Servicing, and STP results to surface actionable insights from millions of customer interactions across Manulife\'s global organization. Strong trusted global business partner of all our segment stakeholders to align overall business objectives, deliver exceptional insights, reduce call volumes, increase digital servicing and optimize operational efficiency.Examples of my successes include: Delivered multi-signal, call trend data for 9 different business units to drive improved customer experience by bringing the voice of the customer into the next-generation using GenAI for topic modeling and top questions asked on our call centers. Reduced time spent to uncover insights by 50% and enabled prompt corrective action, resulting in $789K in operational efficiency to date and projected $12.8M over three years. Optimized Pipeline builds by 50% using repeatable processes. Hired and organized multiple squads of high-performing teams consisting of; HCD, Strategy Experience, Dev Engineer, PowerBI Developers, QA and Data Analysts breaking down silos to focus on value flow from an idea to delivery through coaching and mentoring.

Experience

1. Sr Director, Digital Product Management Engagement Lead

   Manulife

   Mar 2025 — Present · Boston, MA, US

   In my role at Manulife, I drove digital product enablement by ensuring product teams are equipped with what good looks like working on digital properties based on guidelines and standards across global product teams. I designed a comprehensive digital product management and experience design career framework to attract top talent and established digital skills and behaviors that drive outcomes that solve market problems that delight customers. Additionally, I optimized customer experience through analytics capabilities for key digital storefronts, ensuring regulatory compliance and toolkit evolution.