Manager, Global Customer Centricity Enablement

Join Manulife and play a pivotal role in driving customer-centricity across our global organization. This strategic yet hands-on position ensures stakeholders effectively adopt and engage with our customer insights platforms empowering teams to act on feedback resolve pain points and accelerate business and customer value. Sitting at the center of our Global Customer Centricity team youll liaise between stakeholders across our businesses and our platform delivery teams to continuously evolve our tools and programs. Your work directly impacts key measures like Net Promoter Score and enables outcomes that strengthen our customer-first ambitions.

Position Responsibilities:

• Adoption and Enablement: Drive adoption and engagement of Manulifes 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: A critical success factor for this role is the ability to consistently communicate and articulate the value of the cx platforms for our business. These activities include translating implementation delivery into clear business value for stakeholders and building strong relationships with business partners and stakeholders. 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 arent 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 experts operations professionals advanced analytics technology and strategy folk. We cant do this alone and need strong teamwork to drive change.

Required Qualifications:

• Experience in technology analytics or digital functions considered an asset.

• Experience in financial services industry considered is a plus.

• Experience in large-scale digital transformation programs is a plus.

• 4 years of experience in fast-paced environment such as management consulting digital/technology consulting internal strategy customer experience or another professional service.

• 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.

Preferred Qualifications:

• Bachelors degree from a top-tier university.

• Proven track record of driving user adoption and engagement in a SaaS environment

• Experience with Net Promoter Score (NPS) and its application is a plus.

• 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.

• Experience leading projects and working in a project-based environment.

• International experience or working across a global organization a plus.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

If you are applying to this role in Massachusetts please note the salary range is $92475 USD - $160290 USD.

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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 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 .

Referenced Salary Location

Salary range is expected to be between

If 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.

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.