Customer Experience Enablement Manager

1 month ago

Toronto, Ontario, Canada Manulife Full time
Job Description

This is a strategic and hands-on position responsible for driving customer centricity at Manulife. The role will play a pivotal role in Insights Enablement, ensuring stakeholders adopt and effectively engage with customer experience platforms.

Key Responsibilities:
  • Adoption and Enablement: Drive adoption and engagement of Manulife's customer experience tools and platforms, including VOICE. This includes defining, developing, and delivering training programs, measuring and reporting success, and influencing product improvements based on business needs and feedback.
  • Value and Storytelling: Communicate and articulate the value of customer experience platforms for the business. This includes translating implementation delivery into clear business value and building positive relationships with stakeholders.
  • Get to Speed: Drive transparency and accountability to enable organizational speed against digital customer leader ambitions. Track customer experience plans to accelerate or pivot if necessary.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking in the organization.
  • Act as the Glue: Work with various teams, including corporate and global marketing, to inspire change.
Requirements:
  • Bachelor's degree from a credible university.
  • Proven experience in a fast-paced environment, such as management consulting, digital/technology consulting, or customer experience.
  • Experience in technology, analytics, or digital functions is an asset.
  • Experience in the financial services industry is a plus.
  • Proven track record of driving user adoption and engagement in a SaaS environment.
  • Experience with Net Promoter Score (NPS) is a plus.
  • Customer-centric mindset with a passion for enhancing the customer experience.
  • Strong storytelling skills to articulate 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.
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.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.
Our Commitment to You:
  • Values-first culture.
  • Boundless opportunity.
  • Continuous innovation.
  • Delivering the promise of Diversity, Equity and Inclusion.
  • Championing Corporate Citizenship.

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