"Alerted.org

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._

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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 [email protected] .

Referenced Salary Location

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con [email protected] 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 [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.