Director, Customer-Centricity & Transformation
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
At Manulife our purpose is to make decisions easier and lives better for our customers employees and communities. The Director Customer-Centricity & Transformation is a strategic leader tasked with embedding customer-centricity into the core of Manulifes enterprise operations.
This role will drive transformative change across our global organization championing standardized ways of working leading high-impact customer experience (CX) programs and redesigning key processes to deliver more intuitive seamless and personalized service for our customers. You will collaborate with diverse teams across Asia Canada and the US fostering a culture of innovation collaboration and continuous improvement that reflects Manulifes values and ambition.
Position Responsibilities
Shape and implement a global strategy for CX process transformation in partnership with senior leadership ensuring alignment with Manulifes mission and strategic objectives.
Lead enterprise-wide initiatives to assess streamline and redesign core business processessuch as claims onboarding and policyholder servicesto drive meaningful improvements in customer experience and operational excellence.
Develop document and monitor standardized ways of working promoting best practices and ensuring consistent adoption across Manulifes functions and geographies.
Oversee a dynamic portfolio of CX transformation programs and projects utilizing structured program and project management methodologies to deliver on time on budget and with measurable impact.
Act as a change agent engaging and influencing executive sponsors functional leaders and frontline teams to sustain commitment and embed customer-focused mindsets throughout the organization.
Leverage customer insights data analytics and market research to inform process redesign measure customer outcomes and identify new opportunities to elevate the customer journey at every touchpoint.
Champion the adoption of digital solutions automation and innovative technologies to reimagine customer-facing processes and support Manulifes digital transformation agenda.
Establish and monitor KPIs for process performance customer satisfaction (NPS CSAT) and return on investment; regularly report progress outcomes and recommendations to the executive team.
Support talent development by leading workshops knowledge-sharing sessions and mentoring process improvement leaders ensuring Manulife builds future-ready CX capabilities.
Maintain a deep understanding of global CX trends insurance industry standards regulatory changes and emerging technologies to position Manulife as a customer experience innovator.
Perform other executive responsibilities to advance Manulifes CX transformation goals.
Required Qualifications
Bachelors degree in business process management or related discipline.
At least 7 years of progressive experience in CX leadership large-scale process transformation or enterprise program management within insurance financial services or similarly complex sectors.
Proven track record of leading global cross-functional transformation initiatives in a matrixed environment ideally with exposure to Asian and North American markets.
Expertise in process mapping workflow standardization customer journey design and program/project management methodologies (Agile Lean Six Sigma).
Strong executive presence with the ability to influence and inspire senior leaders stakeholders and diverse teams.
Exceptional communication stakeholder engagement and change management skills.
Demonstrated experience with digital transformation automation and data-driven decision-making.
Commitment to Manulifes values of integrity teamwork innovation and customer focus.
Preferred Qualifications:
MBA or advanced postgraduate qualification preferred.
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 $128550 USD - $222820 USD.
#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
Toronto OntarioWorking Arrangement
Salary range is expected to be between
$125100.00 CAD - $175100.00 CADIf 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.
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
