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 **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Primary Location** Toronto, Ontario **Semana de Trabajo Comprimida** Híbrido **Salary range is expected to be between** $71,925.00 CAD - $119,875.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.