Customer Experience Enablement Manager

4 weeks ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time
Job Description

This is a strategic and hands-on role responsible for driving customer centricity at Manulife. The successful candidate 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.
  • Value and Storytelling: Communicate and articulate the value of customer experience platforms for the business, 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, tracking customer experience plans to accelerate or pivot as needed.
  • Lead the Change: Help drive a global culture change program to embed customer-first thinking in the organization, including Manulife executives and business heads.
  • Act as the Glue: Work with corporate and global marketing teams, as well as outside with business partners, customer experience authorities, operations professionals, and advanced analytics teams 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, 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're Looking For:
  • Someone 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 looking for opportunities to grow and shine.
  • Experience leading projects and working in a project-based environment.
What We Offer:
  • Competitive salary and benefits packages.
  • 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.
Our Commitment to You:
  • Values-first culture – we lead with our Values every day and bring them to life together.
  • Boundless opportunity – we create opportunities to learn and grow at every stage of your career.
  • Continuous innovation – we invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity and Inclusion – we foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship – we build a business that benefits all stakeholders and has a positive social and environmental impact.

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