Strategic Customer Experience Enablement Manager

2 months ago

Toronto, Ontario, Canada Manulife Full time
Job Summary

We are seeking a highly skilled and experienced Strategic Customer Experience Enablement Manager to join our Global Customer Centricity team at Manulife. As a key member of our team, you will play a crucial role in driving customer centricity and ensuring stakeholders adopt and engage effectively with customer experiences platforms.

Key Responsibilities:
  • Adoption and Enablement: Drive adoption and engagement of Manulife's customer experience tools and platforms, including VOICE (multi-signal customer insights tool).
  • Value and Storytelling: Communicate and articulate the value of the cx platforms for our business.
  • Get to Speed: Enable organizational speed against digital customer leader ambitions.
  • Lead the Change: Embed customer-first thinking into the organization.
  • Act as the Glue: Work closely within corporate and global marketing teams, as well as with various business partners, customer experience authorities, and technology experts.
Requirements:
  • Bachelor's Degree: From a reputable university.
  • Experience: In fast-paced environments such as consulting, internal strategy, customer experience, or tech.
  • Strong User Adoption Track Record: In a SaaS environment.
  • Customer-Centric Mindset: And experience in defining success based on KPIs.
  • Excellent Communication and Leadership Skills: International experience or working across global organizations is a plus.
Beyond Requirements - What We Are Looking For:
  • Excitement for Organizational Change and Teamwork: Ownership, accountability, and pride in work.
  • Analytical Thinker with Problem-Solving Skills: Outcome-oriented with a knack for problem-solving.
  • Strong Collaborator in Cross-Functional Environments: Desire for growth and project leadership.
What We Offer:
  • Competitive Salary and Benefits: Opportunities for growth and skill development.
  • Emphasis on Career Progression: Flexible work policies and work-life balance.
  • Professional Development and Leadership Opportunities: Values-first culture.
  • Boundless Opportunity for Learning and Growth: Continuous innovation in financial services.
  • Focus on Diversity, Equity, and Inclusion: Championing Corporate Citizenship.

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