Manager, Customer Experience

2 months ago

Toronto, Canada Manulife Full time

**_Are you looking for unlimited opportunities to develop and succeed? _**_With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. _**

**Individual Accountabilities**:

- Design and implement research projects from inception to completion in-house or through vendors: writing proposals, drafting the questionnaires, programming/testing and deploying the surveys, analyzing the data, reporting, and presenting the findings to BU partners
- Prepare ongoing reporting on CX data and critical metrics
- Delivering actionable insights and recommendations leading to competitive advantage for the BUs through the integration of various customer data sources - custom, tracking, secondary & syndicated research - to provide a comprehensive understanding of the consumer
- Managing BU partners and research vendors during research projects
- Managing the relationship with key industry research partners and share relevant third-party research within the organization.
- Developing a deep understanding of consumers/customers, including attitudes, needs and behaviours, and drivers of brand/product preference
- Providing insights proactively to identify and fill information gaps in the business; keep a pulse of consumer trends, competitive movements, industry advancements and government decisions that impact the business.

**Job Requirements**:

- Bachelor degree in business, marketing, data analytics or other relevant degree; MBA or other advanced degree a plus including additional research training/certifications
- 5-10 years of relevant work experience in market research, insights and analytical functions. Financial and Insurance industry experience is an asset
- Ability to write questionnaires/reports/presentations based on deep data analysis and triangulating across multiple sources of research data and incorporating iterative stakeholder input and feedback
- Demonstrated experience in delivery and management of research projects
- Passion for Customer-first thinking and customer centric design
- Experience in NPS, brand and advertising tracking, new products, segmentation, usage & attitude studies, user experience, Voice of the Customer, using data analytics in conjunction with research and new AI tools
- Strong understanding of statistical methods and statistical analyses tools (especially SPSS)
- Advanced use of Excel and PowerPoint and proficient in other Microsoft Office products (Outlook, Word etc)
- Proven ability to draw relevant insights and make concrete recommendations from quantitative and qualitative research data
- Exceptional data visualization and storytelling capabilities, along with written and oral presentation/ communication skills
- Analytical and problem-solving skills with the ability to collect, synthesize, analyze, visualize, and disseminate information to respective audiences.
- Ability to work autonomously, but excel in team-based environment. Rely on extensive experience and judgment to plan and accomplish goals
- Highly motivated with experience managing multiple projects under tight timelines
- Working knowledge of Net Promoter System, Medallia Customer Experience Platform and Power BI will be an asset

LI-hybrid

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

Toronto, Ontario

**Working Arrangement**

Hybrid
**Salary range is expected to be between**

$84,375.00 CAD - $151,875.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short

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