Manager, Omni-Channel CX
1 week ago
Description
Key Accountabilities
1. Customer Journey Mapping:
Journey Mapping: Develop detailed customer journey maps and persona profiles for key segments and products, highlighting touchpoints, pain points, and opportunities for improvement; clarify "as-is" (status) where necessary and build "bridges" for rapid execution of improvements.Implement customer journey mapping tools and techniques to visualize and analyze the end-to-end customer experience.Identify gaps in our understanding of the bank experience to help us create a comprehensive, 360° view of these customer journeys Measurement and Tracking : Establish KPIs to measure the impact of customer journey improvements at the bank, continuously monitor and track progress, adjusting as needed.Monitor and analyze customer feedback across touchpoints and interaction to continuously optimize and refine customer journeys. Collaboration: Collaborate with various teams, including distribution channels, marketing, operations, and technology, to define and implement CX improvement initiatives across all customer-facing touchpoints. Empathetic storytelling: Engage both the head and heart of our leaders and teams, providing them the understanding they need to prioritize and accomplish our customer experience goals. Make prioritized and compelling recommendations: Influence product roadmaps through compelling, data-driven storytelling and business cases, using operational, customer and financial data so outputs meet business needs and are strategically aligned. Market Trends & Insights: Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience. Leverage industry insights to facilitate workshops and discussions to engage stakeholders in improving the customer experience.2. Cross Channel Process Optimization
Process Documentation: Document current processes and create detailed process maps to provide a clear understanding of workflow and dependencies. Process Analysis: Evaluate existing business processes to identify areas of improvement, inefficiencies, and bottlenecks across our sales and service key channels (Advisor, Brokers, Digital, Contact Center, ATM, etc.) Process Optimization: Develop a robust pipeline of strategic process improvement initiatives across multiple Lines of Business and lead the implementation of Process Improvement and identify opportunities for process improvement and implement changes to enhance efficiency, reduce costs, and improve overall performance. Regularly review and refine processes based on feedback and performance metrics. Collaboration: Work closely with cross-functional teams to gather input, feedback, and insights to refine and optimize processes. Business Casing: Proactively identify cross channel process improvement opportunities, create business cases and execution plans for these opportunities. Change Management: Facilitate the adoption of process improvements by working closely with stakeholders to address resistance to change and ensure smooth transitions.Qualifications
5+ years of experience in management consulting, customer experience strategy, process optimization, or related roles. Bachelor's degree in business, marketing, finance, or a related field; MBA degree preferred. Strong analytical and problem-solving skills, with the ability to translate insights into actionable strategies. Proven experience in customer journey mapping, process optimization, and project management, preferably within the banking or financial services industry. Strong knowledge of process improvement and customer experience management tools and techniques. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Excellent MS Office skills, particularly Power Point and Visio. Certification as a Lean Six Sigma Black Belt or equivalent is an asset. Travel to regional offices - up to 20% will be required.About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.
Manulife is an Equal Opportunity Employer
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Toronto, OntarioSalary range is expected to be between
$84,375.00 CAD - $151,875.00 CADIf you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.
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