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    Manager, Global Customer Centricity Enablement - Toronto, Canada - Manulife

    Manulife
    Manulife Toronto, Canada

    3 weeks ago

    Default job background
    Full time
    Description

    Job Description

    This position is strategic and hands-on, aiming to help Manulife reach its customer goals. The main task is to drive customer centricity by playing a crucial role in Insights Enablement, ensuring stakeholders adopt and engage effectively with customer experiences platforms.

    At the core of everything we do are customers. Implementing the right systems to understand feedback, taking action on customer issues, and promoting wider adoption of customer priorities are crucial. We measure success through the Net Promoter Score and the business outcomes it brings.

    This role is at the heart of the Global Customer Centricity team, collaborating closely with the Assistant Vice President, team Directors, and experts in analytics, project management, customer experience, technology, digital, strategy, and operations.

    Key Responsibilities:

    • Adoption and Enablement: Drive adoption and engagement of Manulife's customer experience tools and platforms, including VOICE (multi-signal customer insights tool).
    • Value and Storytelling: Communicate and articulate the value of the cx platforms for our business.
    • Get to Speed: Enable organizational speed against digital customer leader ambitions.
    • Lead the Change: Embed customer-first thinking into the organization.
    • Act as the Glue: Work closely within corporate and global marketing teams, as well as with various business partners, customer experience authorities, and technology experts.

    Requirements:

    • Bachelor's degree from a reputable university.
    • Experience in fast-paced environments such as consulting, internal strategy, customer experience, or tech.
    • Strong user adoption track record in a SaaS environment.
    • Customer-centric mindset and experience in defining success based on KPIs.
    • Excellent communication and leadership skills.
    • International experience or working across global organizations is a plus.

    Beyond Requirements - What we are looking for:

    • Excitement for organizational change and teamwork.
    • Ownership, accountability, and pride in work.
    • Analytical thinker with problem-solving skills.
    • Outcome-oriented with a knack for problem-solving.
    • Strong collaborator in cross-functional environments.
    • Desire for growth and project leadership.

    What can we offer you?

    • Competitive salary and benefits.
    • Opportunities for growth and skill development.
    • Emphasis on career progression.
    • Flexible work policies and work-life balance.
    • Professional development and leadership opportunities.

    Our commitment to you:

    • Values-first culture.
    • Boundless opportunity for learning and growth.
    • Continuous innovation in financial services.
    • Focus on Diversity, Equity, and Inclusion.
    • Championing Corporate Citizenship.

    About Manulife and John Hancock

    Manulife Financial Corporation is a leading global financial services group focused on making better decisions and lives. Operating as Manulife in Asia, Canada, and Europe, and primarily as John Hancock in the United States, we offer financial advice, insurance, and wealth solutions to individuals, groups, and institutions.

    Manulife is an Equal Opportunity Employer.

    Salary & Benefits

    Primary Location: Toronto, Ontario

    Salary Range: $84,375.00 CAD - $151,875.00 CAD

    If applying outside the primary location, reach out for specific salary details. The actual salary varies based on local factors.

    Manulife provides a range of benefits including health, dental, mental health, vision, disability coverage, retirement savings plans, and more. Paid time off programs are also available.

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