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 Manulifes Canadian Division. As research evolves with emerging technologies you will support and champion the teams 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. Youll 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 executionbringing 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 methodologyfrom discovery and framing to analysis concepting piloting and scaled adoptiongrounded 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).

• Bachelors degree in research business data science or relevant field. Masters or advanced degree is a plus.

• Demonstrated expertise in quantitative research methods survey design data analysis and evidence-based decision making.

• Exceptional storytelling skillsdemonstrated ability to humanize data champion the voice of the customer and craft empathetic insightdriven narratives that resonate with stakeholders influence decisions and strengthen business cases.

• Proven track record translating insights into implemented solutionsfrom pilots to scaled adoptionacross 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 customers best interest.

• Builders 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:

• 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.

#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 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.