Customer Experience Enablement Manager

2 weeks ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company 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: Develop and implement strategies to drive adoption and engagement of our customer experience tools and platforms, including VOICE (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, defining routines to consistently and effectively gather and share customer feedback, 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. This will involve effectively communicating and demonstrating the value of VOICE and CX tools through compelling and consistent storytelling.
  • Get to Speed: Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions. This will involve tracking customer experience plans and making adjustments as needed to ensure we are meeting our goals.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking across our organization, including Manulife executives, business heads, and the rest of the organization.
  • Act as the Glue: Work closely with cross-functional teams, including corporate and global marketing, business partners, customer experience authorities, operations professionals, advanced analytics, technology, and strategy folk to drive change and ensure successful implementation of customer experience initiatives.
Requirements
  • Bachelor's degree from a reputable 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 considered an asset
  • Experience in the financial services industry considered a plus
  • Experience in large-scale digital transformation programs a plus
  • Proven track record of driving user adoption and engagement in a SaaS environment
  • Experience with Net Promoter Score (NPS) and its application 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 a plus
What We Offer
  • Competitive salary and benefits package
  • Growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
  • 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. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer.

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