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 cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. \#LI-hybrid **Giới thiệu về Manulife và John Hancock** Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ . **Manulife là Nhà sử dụng lao động không phân biệt đối xử** Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ. Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với recruitment@manulife.com . **Primary Location** Toronto, Ontario **Working Arrangement** Kết hợp **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.