Customer Experience Enablement Manager

2 months 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.
  • Value and Storytelling: Communicate the value of our customer experience platforms to stakeholders and build positive relationships with business partners and team members.
  • Get to Speed: Drive transparency and accountability to enable organizational speed against our digital customer leader ambitions.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking across the organization.
  • Act as the Glue: Collaborate with cross-functional teams 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, 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) and its application is a plus.
  • Customer-centric mindset with a passion for enhancing the customer experience.
  • 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.
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.
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.

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