Manager, Customer Centricity

Customers are at the heart of everything we do, and having the right systems to understand feedback, using those systems to initiate action against customer pain points, and leveraging programs 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 customer objectives. The role will sit at the center of the Global Customer Centricity team, collaborating closely with the Director, Global Customer Centricity, focused on enabling the organization to think customer-first. The role is responsible for driving customer 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 impact we are having on our customer’s lives, including how our internal colleagues help deliver that impact through their respective roles. Create engaging content, programs, and tactics that drive audience engagement. Source, create, and maintain a steady stream of customer stories for the organization.

• Communicate the Value of Customer Experience Initiatives:: Bring stories to the organization which highlight the business benefits of customer experience initiatives and leverage impactful 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 our customer mission, understand our strategy and their role in it, take pride in our products and services, and are engaged in 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:

• Bachelor’s degree required in Business, Marketing, 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

• Strong writing and storytelling skills, with 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

• Excellent verbal and written communication 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

• Innovative, creative and proactive self-starter with a sense of urgency

• Excellent interpersonal and relationship management skills - ability to collaborate and be a team player with a high level of empathy

Preferred Qualifications:

• Experience supporting large-scale programs or initiatives in an organization

• International experience or experience working across a global organization.

• Previous work in advertising or creative agency

• External communications and thought leadership experience

• Experience interviewing

• Skills in graphic design

• Proficiency in video storyboarding and creative services

• Familiarity with Adobe or other creative software (e.g., Photoshop, Illustrator, Premiere etc.)

Beyond Requirements:

• Excited about changing an organization and being part of a strong team

• Strong sense of ownership, accountability, and pride in work

• 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, we’ll support you in shaping the future you want to see.

• We’ll empower you to learn and grow the career you want.

• We’ll 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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 hr@manulife.com.

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 hr@manulife.com 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 hr@manulife.com 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.