Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re 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, we’d like to hear from you.

Job Description:

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 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 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 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

Requirements:

Bachelors degree from a top-tier university

4+ years of experience in fast-paced environment such as management consulting, digital/technology consulting, internal strategy, customer experience, or another professional service

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

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

Customer-centric mindset with a passion for enhancing the customer experience

Experience in defining and reporting success based on KPIs

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

International experience, or working cross a global organization a plus

                                         

Beyond Requirements - What we are looking for:

Excited about changing an organization and being part of a strong team

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

Comfort with working in a cross-functional, agile team structure

Someone who is looking for opportunities to grow and shine

Experience leading projects and working in a project-based environment

What can we offer you?

A competitive salary and benefits packages

A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills

A focus on growing your career path with us

Flexible work policies and good work-life balance

Professional development and leadership opportunities

Our 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.

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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.

Primary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$71,925.00 CAD - $119,875.00 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.