Manulife · 2 weeks ago
Manager, Global Customer Centricity Enablement
Boston, Massachusetts
Full-time
Hybrid
Mid Level
CA$93K/yr - CA$143K/yr
4+ years expManulife is a leading international financial services provider, helping people make their decisions easier and lives better. The role focuses on driving customer-centricity by ensuring effective adoption of customer insights platforms and liaising between stakeholders to enhance customer-first initiatives.
FinanceFinancial ExchangesFinancial Services
Responsibilities
Drive adoption and engagement of Manulife’s 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
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
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 aren’t producing intended results
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
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 can't do this alone and need strong teamwork to drive change
Qualification
Required
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
Bachelor's 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
Benefits
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
Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
Full range of statutory leaves of absence
Company
Manulife
Manulife is a leading international financial services group that helps people make their decisions easier and lives better.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.31B2025-12-02Post Ipo Debt· $1B
2024-06-11Post Ipo Debt· $363.5M
2023-03-07Post Ipo Debt· $1.2B
Leadership Team
Phil Witherington
President and CEO
Steve Finch
President and CEO, Manulife Asia
Recent News
2026-01-21
Company data provided by crunchbase