Director VOC and CX Insights

Are you ready to elevate digital experiences and lead a Voice of Customer (VOC) and Customer Experience (CX) Insights team in shaping exceptional user journeys? Reporting to the AVP CX Transformation and Service Design, this role combines strong CX/research leadership with hands-on enablement, ensuring quality research and VOC work moves beyond artifacts and workshops into actionable roadmaps and delivery priorities. At Manulife, we are committed to becoming a digital-first organization and leading our industry in digital customer experiences. Alongside two director colleagues, you will co-create the vision and strategy for VOC and CX insights maturity, partnering to drive positive and customer-focused change across Manulife’s Canadian Division. As research evolves with emerging technologies, you will support and champion the team’s evolution and adoption of AI in insights generation and analysis. You will lead the VOC and CX Insights craft across Canada businesses, co-creating with your Director level colleagues a practice supporting Journey Management and a research methodology that converts insights into tangible customer and business outcomes. You’ll guide a squad of CX researchers and analysts; partner closely with Product Design to concept and validate meaningful solutions; and collaborate with peer directors in Brand Insights and Service Design to link vision, evidence, and execution—bringing insights to action swiftly. This is a highly collaborative role which requires excellence in both what and how you deliver work. The successful candidate will be confident in their strong quantitative research skills, a fair and flexible partner in a complex business environment, and enthusiastic about getting things done together. Resilience when tackling challenges and joy in collaboration are essential. Position Responsibilities: Drive the continued evolution of the VOC and CX Insights craft within Manulife Canada including defining and Operationalizing VOC and CX Insights Methodology Support an evolving Journey Management practice that continuously researches, measures, optimizes, and orchestrates end-to-end customer journeys across channels and operations. Enriching our research methodology—from discovery and framing to analysis, concepting, piloting, and scaled adoption—grounded in measurable outcomes and actionable insights. Champion, support, and drive adoption of AI to streamline research processes and elevate what the team can accomplish. Lead VOC and CX Insights Leadership & Standards Codify standards for research, quantitative analysis, customer feedback management, and measurement frameworks; steward research excellence alongside peer Directors in Brand Strategy and Service Design. Coach and grow CX researchers and analysts; institute critique rituals, mentoring, and learning pathways. Drive Insights to Action Translate research (quantitative and qualitative) into actionable strategies, opportunity backlogs, and solution concepts; ensure hypotheses are validated via experiments and pilots; anchor decisions in customer desirability and business viability. Champion data-informed CX insights and business case storytelling to help secure alignment and funding. Partner & Deliver Work with cross-functional leaders in operations, marketing, and AI to remove friction and enable journey orchestration at scale. Governance & Ways of Working Co-create, with your director colleagues, a framework for governance for journey ownership, backlog intake, prioritization, and outcome tracking. Required Qualifications: 10+ years in CX, VOC, or customer insights with 5+ years leading teams and practices in complex environments (financial services preferred). Bachelor's degree in research, business, data science or relevant field. Master's or advanced degree is a plus. Demonstrated expertise in quantitative research methods, survey design, data analysis, and evidence-based decision making. Exceptional storytelling skills—demonstrated ability to humanize data, champion the voice of the customer, and craft empathetic, insight-driven narratives that resonate with stakeholders, influence decisions, and strengthen business cases. Proven track record translating insights into implemented solutions—from pilots to scaled adoption—across digital and operational channels. Strong stakeholder leadership; ability to influence senior leaders and align diverse teams around outcomes and metrics. Proven experience in or exposure to primary qualitative research methods. Leadership Attributes An enthusiastic collaborator who loves building partnerships and helping organizations act in the customer’s best interest. Builder’s mindset; bias to action with disciplined measurement and a commitment to document and share. Systems thinker who can zoom out and in between macro strategy and micro-operations. Empathetic coach who elevates craft and creates psychological safety and engagement on the team. Clear communicator who can tell the story of change with data and human insight. Preferred Qualifications: Experience building business cases and conducting desirability, viability, and feasibility (DVF) analyses for and with business colleagues. Knowledge of and/or experience working in insurance or financial services is an asset. UX or Product Design experience or proven experience working alongside product designers is a plus. Comfort using research platforms, survey/analytics tools, and AI technologies for mixed methods insight generation. Curiosity and enthusiasm for learning and growing in AI-driven research practices. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. #LI-Hybrid Salary Range $125,100.00 CAD - $175,100.00 CAD Working Arrangement ハイブリッド勤務 Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions. When you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Referenced Salary Location Toronto, Ontario マニュライフ・ファイナンシャル・コーポレーションは「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 マニュライフは機会均等を是とする雇用主です マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。 雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 までご連絡をお願いします。 #J-18808-Ljbffr