Director managing Mechanical and Electrical Services Engineering projects with a team across various areas. Contributing to business planning and ensuring sustainable initiative implementation.
About the role
- Director of VOC and CX Insights at Manulife leading digital customer experiences and shaping user journeys. Co-creating the vision and strategy for VOC and CX insights across Canada.
Responsibilities
- Drive the evolution of the VOC and CX Insights craft
- Support an evolving Journey Management practice
- Enrich research methodology grounded in measurable outcomes
- Champion and drive adoption of AI in research processes
- Codify standards for research, quantitative analysis
- Coach and grow CX researchers and analysts
- Translate research into actionable strategies
- Collaborate with cross-functional leaders
Requirements
- 10+ years in CX, VOC, or customer insights
- 5+ years leading teams and practices in complex environments (financial services preferred)
- Bachelor's degree in research, business, data science or relevant field
- Master's or advanced degree is a plus
- Expertise in quantitative research methods, survey design, data analysis
- Exceptional storytelling skills
- Proven track record translating insights into implemented solutions
- Strong stakeholder leadership
- Proven experience in or exposure to primary qualitative research methods
Benefits
- Health, dental, mental health, vision, short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Various retirement savings plans
- Pension plan with employer matching contributions
- Financial education and counseling resources
- Generous paid time off program including holidays, vacation, personal, and sick days
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