Manulife · 16 hours ago
Director, Customer-Centricity & Transformation
Boston, Massachusetts
Full-time
Hybrid
Mid, Senior Level
CA$125K/yr - CA$175K/yr
7+ years expManulife is a leading international financial services provider, and they are seeking a Director, Customer-Centricity & Transformation to drive transformative change across their global organization. The role involves embedding customer-centricity into enterprise operations, leading high-impact customer experience programs, and redesigning processes to enhance service delivery.
FinanceFinancial ExchangesFinancial Services
Responsibilities
Shape and implement a global strategy for CX process transformation in partnership with senior leadership, ensuring alignment with Manulife’s mission and strategic objectives
Lead enterprise-wide initiatives to assess, streamline, and redesign core business processes—such as claims, onboarding, and policyholder services—to 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 Manulife’s 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 Manulife’s 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 Manulife’s CX transformation goals
Qualification
Required
Bachelor's 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 Manulife's values of integrity, teamwork, innovation, and customer focus
Preferred
MBA or advanced postgraduate qualification preferred
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