Customer Experience Enablement Manager

1 week ago

Toronto, Ontario, Canada Manulife Full time

Job Description

This role drives customer-centricity by leading Insights Enablement, ensuring stakeholders adopt and engage with customer experience platforms. Key responsibilities include driving adoption and engagement of customer experience tools, defining and delivering training programs, measuring and reporting success based on key performance metrics, and influencing product improvements based on business needs and feedback from users. The ideal candidate is a self-starter with strong analytical and problem-solving skills, and demonstrated leadership ability. Experience in technology, analytics, or digital functions is considered an asset. The role will sit in the center of the Global Customer Centricity team, collaborating closely with the Assistant Vice President, Global Customer Centricity, team Directors, and those in advanced analytics, project management, customer experience, technology, digital, strategy, and operations.

Responsibilities:

  • Adoption and Enablement: Drive adoption and engagement of Manulife's customer experience tools and platforms, including VOICE (multi-signal customer insights tool). These activities include (1) defining, developing, and delivering training programs tailored to user cohorts, (2) measuring and reporting the success of adoption efforts based on key performance metrics, (3) defining routines to consistently and effectively gather and share customer feedback, and (4) influencing product improvements based on business needs and feedback from users.
  • Value and Storytelling: Articulate the value of the customer experience platforms for our business. These activities include translating implementation delivery into clear business value for stakeholders and building positive relationships with business partners and team members. Effectively communicating and demonstrating the value of VOICE and CX tools through compelling and consistent storytelling is critical to the success of this role and culture change to deliver on our customer centricity ambitions.
  • Get to Speed: Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions. Drive tracking of customer experience plans so the organization can accelerate or pivot if we see our plans aren't producing intended results.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking to the organization, including Manulife executives, business heads, and the rest of the organization.
  • Act as the Glue: Work both within the corporate and global marketing teams, as well as outside with business partners, customer experience authorities, operations professionals, advanced analytics, technology, and strategy folk. We can't do this alone and need strong teamwork to inspire change.

Requirements:

  • Bachelor's degree from a credible university
  • Proven experience in 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, & 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

Beyond Requirements - What we are looking for:

  • Excited about changing an organization and being part of a strong team
  • Strong sense of ownership, accountability, and pride for their work
  • Analytical, structured thinker who can easily organize various inputs
  • Outcome-orientation with a spark for solving problems
  • Whiz at coordinating and working with various parties in a highly cross-functional environment
  • Comfort with working in a cross-functional, agile team structure
  • Someone who is looking for opportunities to grow and shine
  • Experience leading projects and working in a project-based environment

What can we offer you?

  • A competitive salary and benefits packages
  • 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

Our commitment to you:

  • Values-first culture
  • Boundless opportunity
  • Continuous innovation
  • Delivering the promise of Diversity, Equity and Inclusion
  • Championing Corporate Citizenship

#LI-hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, 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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