Manager, Customer Centricity

Customers are at the heart of everything we do and having the right systems to understand feedback using those systems toinitiateaction against customer pain points andleveragingprograms that promote wider adoption of a customer mandate are key. At Manulife we measure the success of this team through the Net Promoter Score as well as the business outcomes it enables.

This is both a strategic and hands-on position responsible for helping Manulife achieve its role will sitatthe centerofthe Global Customer Centricity team collaborating closely with the Director Global Customer Centricityfocused on enabling the organization roleis responsible fordrivingcustomer centricity by developing and delivering communications strategies related to our top strategic priorities and initiatives anchored in driving our Digital Customer leader objectives

Key Responsibilities:

• Bring Customer Stories to the Organization:Build a robust framework to highlight the impactwe are having on ourcustomerslives including how ourinternal colleagues help deliver that impact through their respective content programs and tactics that drive audience engagement. Source create andmaintaina steady stream of customer stories for the organization.

• Communicate the Value of Customer Experience Initiatives::Bring stories to the organization which highlightthe business benefits of customer experienceinitiativesandleverageimpactful storytelling to drive cultural transformation towards customer-centric goals.

• Collaborate and Build:Work closely with Segment and Global Communications to ensure consistent messaging positioning and language creating a unified voice of the customer. Ensure colleagues are connected to ourcustomermission understand our strategy and their role in it take pride in our products and services andare engagedin our customer-focused culture.

• Lead Cultural Change:Support the global culture change program including project coordination/management and execution. Champion a global culture shift to prioritize customer-first thinking across all levels of the organization including executives and business heads.

Required Qualifications:

• BachelorsdegreerequiredinBusinessMarketing Communications Journalism or related field

• 4 years of experience in fast-paced environment such as management consulting internal/corporate communications digital/technology consulting internal strategy customer experience or other professional services

• Strongwriting and storytelling skillswith the ability to simplify complex issues

• Experience across multiple internal/corporate communications areas (e.g. strategy communication transformation messaging engagement people culture and brand)

• Ability to balance multiple projects and priorities within reasonable timelines

• Excellentverbal and writtencommunication skills with the ability to influence negotiate and build consensus effectively

• Ability to develop compelling materials using a variety of mediums including PowerPoint

• High degree of comfort working in an environment of transformation where change is constant

• Strong attention to detail

• Innovativecreativeandproactive self-starter with a sense of urgency

• Excellent interpersonal and relationship management skills ability to collaborate and be a team player witha high levelof empathy

Preferred Qualifications:

• Experiencesupportinglarge-scale programsor initiatives in an organization

• International experience or experience working across a global organization.

• Previouswork inadvertisingor creative agency

• External communications and thought leadership experience

• Experience interviewing

• Skills in graphic design

• Proficiencyin video storyboarding and creativeservices

• Familiarity withAdobe or othercreativesoftware (e.g. Photoshop IllustratorPremiere etc.)

Beyond Requirements:

• Excited about changing an organization and being part ofa strong team

• Strong senseof ownership accountability and prideinwork

• Analytical structured thinker who can easily organize various inputs

• Outcome-orientation with a spark for solving problems

• Comfortable coordinating and working with various stakeholders in a highly cross-functional environment and agile team structure

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

When you join our team:

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

• 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.

#LI-Hybrid

The role being advertised is an existing vacancy.

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

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.