Senior Manager, Research & Insights

At Manulife our customers are at the center of everything we do and millions of them rely on our products each day. To ensure we are solving the right problems and continually elevating customer experience we deeply value the power of customer voice. Which is why we believe in the value of empowering you as a self-driven strategic and analytically strong Senior Manager Research & Insights with the resources to drive customer research programs (both qualitative and quantitative) in championing the voice of customers and distributors across strategic business initiatives and projects.

Reporting to the AVP Head of Customer Experience & Transformation you will play an important role in helping Manulife Hong Kong & Macau achieve its customer-first ambitions and enable practical transformation across customer journeys and business initiatives by deeply immersing into customers needs and synergizing insights across sources drive insight-led decision making as required.

Position Responsibilities:

• Support Director of Research & Insights to lead and execute fullcycle research projects from scoping methodology design recruitment moderation analysis storytelling to final presentation across qualitative quantitative and mixedmethod studies.
• Partner closely with business units product teams project owners squads and senior stakeholders to define research objectives clarify business questions and align on expected outcomes
• Moderate indepth interviews usability tests focus groups and cocreation sessions to uncover behaviors motivations and pain points firsthand.
• Monitor and analyze social listening results (HK and China) to inform emerging trends strategies and opportunities on social media platforms
• Develop and maintain research communities of customers and agents ensuring consistent engagement and high-quality input for ongoing insight needs.
• Manage research agencies and vendors from sourcing and briefing to delivery and performance evaluation ensuring bestinclass methodology accuracy and value for money.
• Ensure high quality and integrity of all research outputs including data accuracy analysis robustness and compliance with internal governance standards.
• Translate complex data and customer insights into clear compelling and actionable recommendations that influence strategic decisions and shape experience product and transformation priorities.
• Synthesize insights across multiple sources including tracking studies adhoc research social listening analytics journey maps and market intelligence to create a holistic view of customer and agent needs.
• Apply emerging and innovative research and analytical methodologies including AIdriven tools rapid testing and newage insight techniques.
• Support continuous evolution of research practices identifying opportunities to modernize tools streamline processes and enhance internal insight capabilities.
• Promote a customercentric culture internally by sharing insights running workshops and embedding customer voice into crossfunctional processes.

Required Qualifications:

Education & Professional Background

• University Degree in Business Administration Human-Computer Interaction Psychology Sociology Market Research or professional qualifications in a relevant discipline.
• 810 years of proven experience in customer research user experience research market research or related fields. Experience within financial services is highly preferred; insurance industry experience is a strong advantage.
• 4 years of handson experience owning and managing endtoend research initiatives from stakeholder alignment and methodology design to data collection insight delivery and presentation.
  

Research Expertise & Technical Skills

• Proven experience moderating indepth interviews usability tests and focus groups across various customer and expert segments.
• Handson experience managing brand tracking studies (HK / Macau / MCV) and campaign tracking research.
• Experience running social listening projects (HK / China) including briefing agencies validating data quality and driving internal insight activation is a plus.
• Ability to design and apply bestinclass qualitative quantitative mixedmethod and newage methodologies to generate actionable insights.
• Strong analytical capabilities including pattern identification storytelling data visualization and ability to uncover moments of truth that drive meaningful business action.
• Comfortable working with a variety of research and design tools (e.g. Qualtrics UserTesting Figma Mural); able to learn new platforms quickly.
• Ability to leverage AI tools (Copilot and equivalent) and modern research methodologies throughout the research lifecycle

CustomerCentric Mindset & Ways of Working

• Deep empathy for customers agents and employees; enthusiastic in listening engaging and advocating for their needs.
• Strong ability to integrate customer insights into business decisions and influence teams to improve customer/agent experience.
• Comfortable challenging conventional processes in a safe constructive way to uphold HumanCentered Design principles.
• Thinks big with curiosity for innovation and emerging methodologies; embraces a growth mindset and creative problemsolving.

Stakeholder Management & Collaboration

• Demonstrated experience working directly with senior business stakeholders influencing decisions and gaining alignment across diverse teams and priorities.
• Excellent people and communication skills with the ability to simplify complexity and tailor messages to different audiences.

Execution Excellence

• Strong organizational and project management skills with the ability to manage multiple projects under tight timelines.
• Resultsoriented with a proactive cando attitude; able to navigate obstacles and think creatively to achieve objectives.
• Comfortable with ambiguity and adaptable to changing priorities and business needs.
• High degree of ownership accountability and resilience in a dynamic fastpaced environment.

Language Proficiency & Productivity Tools

• Strong presentation and communication skills in English and Cantonese; proficiency in Mandarin is an advantage.
• Fluency in Cantonese and written Traditional Chinese is required.
• Strong command of Microsoft Office especially Excel PowerPoint and Word; familiarity with Copilot / Copilot Studio is an advantage.

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.

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 .