Manager, Voice of Customer Research, Insights

3 weeks ago

Toronto, Canada Manulife Full time

**_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. _**

**Working Arrangement**

Hybrid

Manulife is on a journey to become Customer Obsessed, putting the customer at the heart of everything we do. We are seeking a strategic Research & Insights Manager who can manage our Net Promoter System (NPS). Within our growing team and matrixed organization, this role is critical to helping our group empower business decision making at Manulife by putting a spotlight on the voice of the customer.

The Manager will support NPS measurement, reporting and actioning for multiple business units within our Canadian Division and will collaborate with team members across our NPS and Voice of Customer research work. This role will work with several Inner Loop/agile teams to understand customer journeys, identifying customer pain points, and driving actions to improve the customer experience

**Individual Accountabilities**:

- Collaborating with business partners to understand customer journeys and moments that matter to ensure appropriate measurement is in place
- Designing, implementing, and managing NPS measurement projects from inception to completion in-house: scoping and sample development, drafting the questionnaires, programming, and deploying the surveys, analyzing the data, reporting, and working with Business partners to drive action to improve customer experience
- Managing BU partners, stakeholders, and vendors/research partners
- Developing a deep understanding of customers, including attitudes, needs and behaviours, and drivers of brand/product preference, satisfaction, and advocacy

**Job Requirements**:

- Bachelor’s degree in business, marketing, data analytics or other relevant degree; MBA or other advanced degree a plus including additional research training/certifications.
- 5-12 years of relevant work experience in customer-related, program management functions or insights and analytical functions.
- Knowledge and experience in implementing the Net Promoter System
- Passion for Customer-first thinking and customer centric design
- Strong analytical and critical thinking skills including experience with survey design, execution, and analysis of results
- Adaptability, ability to manage multiple, changing and competing priorities
- Strong drive and initiative with a demonstrated track record of results achievement
- Proven ability to draw relevant insights and make concrete recommendations with strong storytelling and data visualization skills
- Good workshop facilitation, training and influencing skills
- Ability to work autonomously and excel in team-based environment. Rely on experience and judgment to plan and accomplish goals
- Highly motivated with experience managing multiple projects under tight timelines
- Excellent written, oral, influencing, and presentation communication abilities

**Competencies**:

- **Collaboration**:Fosters productive working relationships to produce impactful solutions, build beneficial networks, and achieve collective business goals
- **Compelling Communication**:Expresses ideas and shares information clearly and concisely, modifies approach as necessary and conveys compelling messages and builds connection with others
- **Influence & Persuasion**:Move as others towards a position/POV, by setting expectations, and communicating expertise and a compelling rationale with an enterprise-wide mindset.
- **Innovative Mindset**:Encourages curiosity, generates ideas, experiments, and takes calculated risks to improve the business.
- **Knowing the Business**: Stays current on Manulife’s strategy, key priorities, capabilities, and resources; appropriately translates knowledge of the industry, customer and business into new approaches and solutions.
- **Executing with Excellence**:Sets challenging objectives and is focused on achieving results that are aligned with the organization’s vision; pursues excellence in planning and delivering sustainable results.
- **Adaptability**: Effectively adapts and supports integrated change to achieve desired results; champions an environment that motivates necessary action with confidence
- **Solution Focused**:Owns problems through to resolution, makes recommendations
- **Resilient & Inclusive**: Ability to drive progress on multiple, competing priorities within a matrixed organization to achieve impact, while fostering an inclusive environment that inspires colleagues to bring their authentic selves and do their best work

LI-hybrid

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer

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