# Sarah Chapman

> Sarah Chapman is Manulife Canada's Chief Marketing Officer and Manulife's Global Head of Digital Transformation and Customer Experience. A former sustainability researcher, Hitachi social-innovation leader and Deloitte strategy director, she now applies the same shared-value logic to insurance: start with a real customer problem, simplify the process, and make technology earn its place through adoption.

- **Role:** Chief Marketing Officer, Canada and Global Head of Digital Transformation and Customer Experience at Manulife
- **Organizations:** Manulife, Deloitte Canada, Cause Consulting, Hitachi, University of Technology Sydney, UNICEF Canada, Competent Boards
- **Education:** Bachelor of Science, Western University, Master of Management, Bond University, PhD in Corporate Social Responsibility and Sustainability, University of Technology Sydney, Executive education, Harvard Business School
- **Known for:** Named one of Canada's Best Executives 2025 by The Globe and Mail's Report on Business magazine., Led or helped lead Manulife's digital customer agenda during a period in which the company reported more than C$1.5 billion in cumulative digital benefits across 2023-2025., Oversees an enterprise digital agenda in which roughly 70% of customer service requests can be completed fully online.

## Career timeline

- **2010-2014** — Worked as a lecturer and research lead at the University of Technology Sydney while completing doctoral research on corporate social responsibility in professional sport.
- **2010-2015** — Held corporate affairs, brand, communications and social-innovation responsibilities at Hitachi, including work based in Japan.
- **2015-2017** — Worked as a senior strategy lead at Cause Consulting.
- **2017-2020** — Served as National Director in risk advisory and strategy consulting at Deloitte Canada.
- **2020** — Joined Manulife and became its Global Chief Sustainability Officer.
- **2023** — Added the role of Chief Marketing Officer for Manulife Wealth and Asset Management.
- **2025** — Became Global Head of Digital Transformation and Customer Experience and was recognized among Canada's Best Executives 2025 by The Globe and Mail's Report on Business magazine.
- **2026** — Promoted to Chief Marketing Officer for Manulife's Canada segment while continuing to lead global digital transformation and customer experience.

## Achievements

- Named one of Canada's Best Executives 2025 by The Globe and Mail's Report on Business magazine.
- Led or helped lead Manulife's digital customer agenda during a period in which the company reported more than C$1.5 billion in cumulative digital benefits across 2023-2025.
- Oversees an enterprise digital agenda in which roughly 70% of customer service requests can be completed fully online.
- Helped scale generative AI access to all Manulife employees globally; more than 70% of the workforce had engaged with AI tools by 2026.
- Serves as chair of three Manulife subsidiary boards and as a board member of UNICEF Canada.
- Completed doctoral research on strategic corporate social responsibility in professional sport.

## Latest updates

- **2026-05** — Discussed Manulife's shift from digital experimentation to execution, including the VOICE customer-insight platform and enterprise AI adoption, in Insurance Business.
- **2026-05** — Promoted to Chief Marketing Officer for Manulife's Canada segment while retaining her global digital transformation and customer experience remit.
- **2025-07** — Appeared on the CSO Impact Podcast to discuss data, risk and long-term corporate sustainability.
- **2025-05** — Named one of Canada's Best Executives 2025 by The Globe and Mail's Report on Business magazine.

## Links

- Website: https://www.manulife.com
- LinkedIn: https://www.linkedin.com/in/sarahdchapman
- Twitter/X: https://x.com/DrSarahChapman

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Profile page: https://yespress.io/sarah-chapman
Published by YesPress — https://yespress.io
Last updated: 2026-08-24