Job Description

Join Manulife and play a pivotal role in driving customer-centricity across our global organization. This strategic yet hands-on position ensures stakeholders effectively adopt and engage with our customer insights platforms empowering teams to act on feedback, resolve pain points, and accelerate business and customer value. Sitting at the center of our Global Customer Centricity team, you'll liaise between stakeholders across our businesses and our platform delivery teams to continuously evolve our tools and programs. Your work directly impacts key measures like Net Promoter Score and enables outcomes that strengthen our customer-first ambitions.

Position Responsibilities:

Adoption and Enablement:

Drive adoption and engagement of Manulife's 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 users.

Value and Storytelling:

A critical success factor for this role is the ability to consistently communicate and articulate the value of 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. 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 aren't producing intended results.

Lead 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 organization.

Act 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 change.

Required Qualifications:

Experience in technology, analytics, or digital functions considered an asset. Experience in financial services industry considered is a plus. Experience in large-scale digital transformation programs is a plus. 4+ years of experience in fast-paced environment such as management consulting, digital/technology consulting, internal strategy, customer experience, or another professional service. Strong storytelling skills to articulate the benefits and impact. Self-starter with the ability to work autonomously and manage multiple tasks simultaneously. Strong analytical and problem-solving skills, and demonstrated leadership ability. Strong communication skills, including verbal, written, & PowerPoint. Excellent interpersonal and relationship management skills - ability to collaborate and be a team player with a high level of empathy.

Preferred Qualifications

:


Bachelor's degree from a top-tier university. Proven track record of driving user adoption and engagement in a SaaS environment Experience with Net Promoter Score (NPS) and its application is a plus. Strong sense of ownership, accountability, and pride for their work. Analytical, structured thinker who can easily organize various inputs. Outcome-orientation with a spark for solving problems. Whiz at coordinating and working with various parties in a highly cross-functional environment. Experience leading projects and working in a project-based environment. International experience, or working across a global organization a plus.

When you join our team:

We'll empower you to learn and grow the career you want. We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we'll support you in shaping the future you want to see.
If you are applying to this role in Massachusetts, please note the salary range is $92,475 USD - $160,290 USD.

#LI-JH

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At 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 recruitment@manulife.com .

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD
If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.