Customer Experience Enablement Manager

2 months ago

Toronto, Ontario, Canada Manulife Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Enablement Manager. This is a strategic and hands-on position that will play a pivotal role in driving customer centricity across our organization.

Key Responsibilities
  • Adoption and Enablement: Drive the adoption and engagement of our customer experience tools and platforms, including our multi-signal customer insights tool. This will involve defining, developing, and delivering training programs tailored to user cohorts, measuring and reporting the success of adoption efforts based on key performance metrics, and influencing product improvements based on business needs and feedback from users.
  • Value and Storytelling: Develop and communicate the value of our customer experience platforms to stakeholders, including translating implementation delivery into clear business value and building positive relationships with business partners and team members.
  • Get to Speed: Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions, including tracking customer experience plans to accelerate or pivot if necessary.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking across the organization, including Manulife executives, business heads, and the rest of the organization.
  • Act as the Glue: Work closely with various teams, including corporate and global marketing, business partners, customer experience authorities, operations professionals, advanced analytics, technology, and strategy folk, to inspire change and drive customer centricity.
Requirements
  • Bachelor's degree from a credible university.
  • Proven experience in a fast-paced environment, such as management consulting, digital/technology consulting, internal strategy, customer experience, or another professional service.
  • Experience in technology, analytics, or digital functions is considered an asset.
  • Experience in the financial services industry is a plus.
  • Experience in large-scale digital transformation programs is a plus.
  • Proven track record of driving user adoption and engagement in a SaaS environment.
  • Experience with Net Promoter Score (NPS) and its application is a plus.
  • Customer-centric mindset with a passion for enhancing the customer experience.
  • Experience in defining and reporting success based on KPIs.
  • 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, and PowerPoint.
  • Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy.
  • International experience, or working cross a global organization, is a plus.
What We Offer
  • A competitive salary and benefits package.
  • 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.
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. 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.

We are committed to fair recruitment, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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