Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? Youve come to the right place. Were looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, wed like to hear from you.:This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will drive customer centricity by playing a pivotal role in Insights Enablement, by ensuring our stakeholders adopt and effectively engage with our customer experiences platforms.Customers are at the heart of everything we do, and having the right systems to understand feedback, using those systems to initiate action against customer pain points, and leveraging programs that promote wider adoption of a customer mandate are all key to this role. At Manulife, we measure the success of this team through the Net Promoter Score, as well as the business outcomes it enables.The role will sit in the center in the Global Customer Centricity team, collaborating closely with the Assistant Vice President, Global Customer Centricity, team Directors, and those in advanced analytics, project management, customer experience, technology, digital, strategy, and operations.Key Responsibilities:Analysis and Insights lead: Leverage customer data and platform tools to drive insights. Ability to analyze large data sets efficiently and effectively to drive action. Clearly articulate business value and actionable next steps.Adoption and Enablement: Drive adoption and engagement of Manulifes customer experience tools and platforms, including VOICE (multi-signal customer insights tool). These activities include (1) defining, developing, and delivering training programs tailored to user cohorts, (2) measuring and reporting the success of adoption efforts based on key performance metrics, (3) defining routines to consistently and effectively gather and share customer feedback, and (4) influencing product improvements based on business needs and feedback from usersValue and Storytelling: A critical success factor for this role is the ability to consistently communicate and articulate the value the cx platforms for our business. These activities include translating implementation delivery into clear business value for stakeholders and building strong relationships with business partners and stakeholders. Effectively communicating and demonstrating the value of VOICE and CX tools through compelling and consistent storytelling is critical to the success of this role and culture change to deliver on our customer centricity ambitions.Get to Speed: Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions. Drive tracking of customer experience plans so the organization can accelerate or pivot if we see our plans arent producing intended resultsLead the Change: Help drive a global culture change program to embed customer-first thinking to the organization, including Manulife executives, business heads, and the rest of the organizationAct as the Glue: Work both within the corporate and global marketing teams, as well as outside with business partners, customer experience experts, operations professionals, advanced analytics, technology, and strategy folk. We can't do this alone and need strong teamwork to drive changeRequirements:Bachelors degree from a top-tier university4+ years of experience in fast-paced environment such as management consulting, digital/technology consulting, internal strategy, customer experience, or another professional serviceExperience in technology, analytics, or digital functions considered an assetExperience in financial services industry considered is a plusExperience in large-scale digital transformation programs is a plusProven track record of driving user adoption and engagement in a SaaS environment.Experience with Net Promoter Score (NPS) and its application is a plusCustomer-centric mindset with a passion for enhancing the customer experienceExperience in defining and reporting success based on KPIsStrong storytelling skills to articulate the benefits and impactSelf-starter with the ability to work autonomously and manage multiple tasks simultaneously.Strong analytical and problem solving skills, and demonstrated leadership abilityStrong communication skills, including verbal, written, & PowerPointExcellent interpersonal and relationship management skills ability to collaborate and be a team player with a high level of empathyInternational experience, or working cross a global organization a plusBeyond Requirements - What we are looking for:Excited about changing an organization and being part of a strong teamStrong sense of ownership, accountability, and pride for their workAnalytical, structured thinker who can easily organize various inputsOutcome-orientation with a spark for solving problemsWhiz at coordinating and working with various parties in a highly cross-functional environmentComfort with working in a cross-functional, agile team structureSomeone who is looking for opportunities to grow and shineExperience leading projects and working in a project-based environmentWhat can we offer you?A competitive salary and benefits packagesA growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skillsA focus on growing your career path with usFlexible work policies and good work-life balanceProfessional development and leadership opportunitiesOur commitment to you:Values-first culture
We lead with our Values every day and bring them to life together.Boundless opportunity
We create opportunities to learn and grow at every stage of your career.Continuous innovation
We invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.#LI-hybridAbout Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt 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 foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .Primary Location Toronto, OntarioWorking ArrangementHybridSalary range is expected to be between $71,925.00 CAD - $119,875.00 CADIf you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

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