Let's be honest, you can't open an industry newsletter or hop on a webinar these days without hearing about AI. It’s everywhere. But for a lot of companies, it feels like they're just dipping a toe in the water—testing a chatbot here, an algorithm there.
But every once in a while, you see a company that isn't just testing the waters. They're building a whole new ship.
That’s what’s happening at Manulife. They're not just using AI; they're weaving it into the very fabric of their operations. And the person leading that charge is Jodie Wallis, their newly appointed global chief AI officer. I had a chance to understand her perspective, and it’s a real look into what the future of our industry could be.
It’s Not Just for the Tech Nerds Anymore
Remember when we used to think AI was just for the data scientists locked away in a back room? Or maybe for automating some simple, repetitive tasks? According to Jodie, that way of thinking is officially ancient history at Manulife.
“Prior to large language models coming on the stage, we would have said AI is suitable for parts of our business and less suitable for other parts,” she explained. “Now, our perspective is it’s really suitable for all parts of our business.”
And when she says all parts, she really means it. We're talking about everything from the folks on the front lines in sales, to the contact centers helping customers, to IT, operations, and even corporate functions. It’s a total shift in mindset.
The plan is for every single part of their business to have its own AI road map for the next couple of years. Think about that. It’s not a side project; it’s a core part of the business plan. Jodie envisions a future where everything has a layer of machine learning, a touch of Gen AI, and components that work together like a well-oiled team.
They’re Not Just Talking the Talk
It's easy to make big pronouncements about AI, but Manulife actually has the receipts to back it up.
They were recently ranked in the top five insurers for their AI rollout in Evident’s 2025 AI Index. Even better? They snagged the number one spot among life insurers. That's a huge deal and something Jodie said the team is incredibly proud of.
So how are they doing it? One of the coolest things they’ve built is their own internal version of ChatGPT, which they call “ChatMFC.” This isn't just some pilot program, either. Over 40% of the entire organization is already using it.
To get people comfortable and creative, they even hold internal “prompt-a-thons.” It’s a clever idea—they bring in experts to help staff from all departments figure out how to write effective prompts for their specific jobs. It’s about making AI a practical, everyday tool for everyone, not just a fancy new toy.
Meet the Person Steering the Ship
Jodie Wallis officially took on the title of global chief AI officer in May, but she’s been at the heart of this work for a while. She joined Manulife four years ago as its global chief analytics officer, and she told me she's been overseeing AI that whole time.
The new title isn't really a new job; it’s more of a reflection of the incredible work she and her team have already been doing.
And what a team it is. She leads a group of 200 data scientists and AI engineers. But here’s the interesting part: they’re not all siloed in a central department. About 80% of them are embedded directly within Manulife's different business units, working on their specific needs. The other 20% tackle bigger, global projects and research. It’s a smart way to make sure the AI solutions are actually solving real-world business problems.
Where Do All These AI Ideas Come From?
With a company as big as Manulife (we're talking 38,000 employees), you might wonder how they decide what to build next. The answer is surprisingly democratic.
This year, Jodie's team launched a "use-case inventory." It’s basically a company-wide suggestion box where any employee can pitch an idea for how to use AI.
The response has been amazing. They've already collected nearly 600 ideas from across the company. These ideas get reviewed regularly by a team that sorts through them, gets rid of duplicates, and then prioritizes them based on two simple things: Is it feasible? And will it bring real value to customers or the company?
To Build or To Buy?
Once they have a great idea, they face the classic question: should we build it ourselves or buy an off-the-shelf solution? Jodie says they take an adaptive approach. If there's a proven tool out there that fits their needs, they'll buy it. But they are absolutely not afraid to roll up their sleeves and build something from scratch if that’s the better path.
One of the most fascinating insights she shared is how they think about the lifespan of these tools. With AI moving so fast, they don't expect an app to last more than six months. Instead of building something massive and letting it sit for years, they’re focused on what she calls "the muscle of constant reimagination." It’s about staying agile and always being ready to improve, adapt, or build the next thing.
A Glimpse into Manulife’s AI-Powered Future
As Manulife finalizes its plans for 2026, one thing is crystal clear: AI is going to be everywhere.
Jodie mentioned that the company's CEO is incredibly enthusiastic about AI's potential, especially for getting products and services to customers faster and in a way that’s tailored just for them. That’s the North Star.
She hinted at some of the specific areas they're focused on, which include:
- Supercharging their investment research capabilities.
- Conducting incredibly deep research on complex topics.
- Boosting corporate functions like marketing, risk management, and audits.
- Transforming sales and distribution.
- Improving coaching and onboarding for their teams.
You might also hear the term "agentic AI" being thrown around. Jodie clarified that for them, it's just a practical way of setting up AI to tackle more complex jobs by breaking them down into smaller, manageable pieces that can work together.
Right now, the big push is to build a flexible platform that allows them to quickly combine machine learning, large language models, and these new agentic structures. It’s about creating the foundation that will let them move even faster in the future.
It's a huge undertaking, but it's clear Manulife isn't just following the AI trend. They're determined to lead it, and with a clear vision and a dedicated team, they're building a fascinating blueprint for what an AI-native insurance company could look like. It’s definitely something we should all be watching.
