We are seeking a Manager of Customer Experience to play a pivotal role in the Digital Performance and CX team at Manulife Bank. This role offers an exciting opportunity to make a significant impact on Manulife Bank's strategic growth. Your customer engagement expertise in finance will ensure outstanding experiences for collaborators at Manulife Bank. You will be working in collaboration with a dedicated team of key collaborators from across our organization (Product, Sales, Operations, Digital and Contact Center) committed to delivering seamless sales and servicing experiences for customers and systematically removing irritants. You possess the ability to adeptly navigate and positively influence cross-functional dynamics within the organization. You thrive on taking initiative and have a proven record of using data and insights to drive outcomes. You have a solid track record balancing meeting financial objectives while increasing customer satisfaction and loyalty. You are a great teammate, actively contributing to building a culture of CX. Position Responsibilities: Customer Experience: Continuous Improvement: Continuously enhance the customer experience by collecting and analyzing large sets of data to identify trends, insights, and areas for improvement. Documenting and connecting customer journeys, customer and advisor feedback insights and data to identify problems, and work with partners to implement solutions that streamline processes, simplify navigation, and offer easy to use and intuitive capabilities. Multi-Channel Integration: Ensure irritant resolutions seamlessly integrate and align across all customer touchpoints and channels, providing a consistent and engaging experience throughout the advisor and client journey. Customer Feedback: Leverage advisor and client verbatims and usability feedback to continually refine and optimize experiences, ensuring that they align closely with customer expectations and business objectives. CX Culture: Contribute to building a strong CX culture within our organization including creating and supporting an internal CX communication strategy. Execution and Reporting: Performance Measurement: Establish key performance indicators (KPIs) to measure the effectiveness of irritant resolution, ensuring that progress is quantifiable and actionable. Data Analysis & Insights: Support the development of comprehensive reports and presentations, highlighting achievements, challenges, and recommendations for continuous experience improvement. Prioritization and Requirements: Collaborate closely with key partners to effectively manage and track client and advisor irritants to prioritize work based on impact, ensuring that efforts are allocated effectively. What motivates you? You are highly analytical, resourceful, entrepreneurial, and can read through data and develop insights that can be translated to next steps. You are a leader with vision, with the ability to deliver on immediate objectives and balance that with an organization’s long-term strategy. You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. You take ownership and initiative and can drive teams to achieve results, focusing on what matters most. You are obsessed about customers, listen, engage, and act for their benefit. You take initiative and roll up your sleeves to get work done. Required Qualifications: 5-7 years of relevant experience improving client and advisor experiences across channels (Digital, Contact Center, Advisor, etc.) Extensive background in financial services and banking, having a consistent track record of meeting business objectives. Exceptional stakeholder management skills, capable of collaborating with multiple partners to clearly convey progress, next steps, and challenges/roadblocks. Strong verbal and written communication skills including the ability to present data findings and recommendations to diverse audiences. High attention to detail to ensure accuracy in data analysis, reporting, and implementation of customer experience irritant resolution. Known team player with ability to work collaboratively within a team environment, contributing to collective goals and supporting colleagues. This includes flexibility, cooperation, and a positive attitude towards teamwork. Strong Excel skills and proficiency in data analytics tools (i.e. VOICE, PowerBI). Proficient in agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment. 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 About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com. Referenced Salary Location Toronto, Ontario Working Arrangement Hybrid Salary range is expected to be between $86,250.00 CAD - $155,250.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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. 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
