Manager, Customer Centricity

5 months ago

Toronto, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

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.

This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will drive customer centricity by operating in a pooled model across the teams’ three key pillars: Insights Enablement, Insights & Actioning, and Culture Change.

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, reporting through the Global Customer Centricity team, and will collaborate across business, customer experience, digital, strategy, IT, and operations partners.

**Key Responsibilities**:

- 1. Roll-Out the Net Promoter System _

Work closely with market customer experience, technology, and operations partners to activate them onto the NPS system. Work hand-in-hand with local champions at implementation phase as needed
- 2. Mature the Manulife Net Promoter System _

Structure an enterprise-approach to action planning and follow-through for customer feedback. Work to escalate and resolve customer pain points
- 3. 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, and strategy folk. We can't do this alone and need strong teamwork to drive change

**_4. Lead the change _**

Own the end-to-end customer immersion program to bring customer stories to life for Manulife executives, business heads, and the rest of the organization

**Requirements**:

- Education: BA/BS in business administration, business information technology, statistics, or a related field; advanced degrees such as an MBA are considered an asset
- 4 + years of experience in fast-paced environment such as management or IT consulting, enterprise software, or market research
- Excited about changing an organization and being part of a strong team
- Analytical, metrics-driven, and obsessed with customer feedback
- Excellent 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
- Strong sense of ownership, accountability, and pride for their work
- Experience implementing the Net Promoter System a plus
- Strong workshop facilitation, training and influencing skills a plus
- Market research, consumer insights, and international experience a plus

**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 strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**:

- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

LI-hybrid

**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

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