Hybrid Manager, Global Customer Centricity Enablement

at Manulife

• Job title: Manager, Global Customer Centricity Enablement
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $92,475 - $160,290 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Boston, United States

About the role

• Manager driving customer-centricity across global teams via customer insights platforms. Liaising between stakeholders and platform teams to improve customer experience and business outcomes.

Responsibilities

• Drive adoption and engagement of Manulife’s customer experience tools and platforms, including VOICE (multi-signal customer insights tool).
• Define, develop, and deliver training programs tailored to user cohorts.
• Measure and report the success of adoption efforts based on key performance metrics.
• Define routines to consistently and effectively gather and share customer feedback.
• Influence product improvements based on business needs and feedback from users.
• Translate implementation delivery into clear business value for stakeholders.
• Build strong relationships with business partners and stakeholders.
• Communicate and demonstrate the value of VOICE and CX tools through compelling and consistent storytelling.
• Drive the transparency and accountability needed to enable organizational speed against digital customer leader ambitions.
• Track customer experience plans to allow the organization to accelerate or pivot if plans aren’t producing intended results.
• Drive a global culture change program to embed customer-first thinking to the organization.

Requirements

• 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.

Benefits

• Health insurance
• Dental insurance
• Mental health benefits
• Vision insurance
• Short- and long-term disability insurance
• Life and AD&D insurance coverage
• Adoption/surrogacy benefits
• Wellness benefits
• Employee/family assistance plans
• Retirement savings plans including pension
• Global share ownership plan with employer matching contributions
• Financial education and counseling resources
• Paid time off including holidays, vacation, personal, and sick days
• Statutory leaves of absence