Manager, CX Performance & Strategy

Manulife Bank is seeking a strategic and data-driven Manager of CX Performance & Strategy to lead cross-functional alignment on customer experience across the Bank. This role is central to shaping and embedding a customer-centric culture, driving measurable improvements in transactional and relationship Net Promoter Scores (tNPS and rNPS), and ensuring our advisor, broker, and customer experiences are best-in-class. You will lead the CX mandate, establish and maintain benchmarks for CX within the Bank, and collaborate with partners across Contact Centre, Operations, Segment CX, Product, Sales, and Digital to identify and resolve experience irritants. You are a natural connector, able to translate insights into compelling narratives that influence decision-making and lead change.

Position Responsibilities:

CX Strategy & Leadership

• Lead the CX agenda, driving strategic alignment and shared accountability for customer experience across teams.
• Develop and maintain CX benchmarks across all customer and advisor surveys, ensuring consistency, relevance, and actionable insights.
• Champion a customer-first approach, embedding CX principles into business planning, prioritization, and execution.

Insights & Experience Optimization

• Analyze large datasets and customer feedback (verbatims, usability studies, NPS) to identify trends, difficulties, and opportunities.
• Connect friction points from customer journeys across channels and partner on solutions that simplify and enhance experiences.
• Build and evolve the way we integrate customer and advisor irritants using VOICE, ensuring feedback is systematically captured, categorized, and actioned.
• Manage JIRA boards and intake tools to supervise, prioritize, and communicate progress on experience improvements, ensuring visibility and accountability across teams.
• Collaborate with team members to improve tNPS and rNPS, using insights to guide prioritization and investment.

CX Culture & Communication

• Build and implement an internal CX communication strategy to cultivate awareness, engagement, and accountability.
• Act as a CX ambassador, influencing teams to adopt human-centered design and agile practices in their work.

Measurement & Reporting

• Define and track CX KPIs, ensuring progress is measurable and tied to business outcomes.
• Create compelling reports and presentations that communicate insights, impact, and recommendations to senior leadership.
• Maintain a prioritized backlog of customer irritants and partner with teams to ensure timely resolution.

What motivates you?

• You are highly analytical, resourceful, ambitious, and can read through data and develop insights that can be translated to next steps.
• You are a leader with vision, with the ability to deliver on immediate objectives and balance that with an organization’s long-term strategy.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You take ownership and initiative and can drive teams to achieve results, focusing on what matters most.
• You obsess about customers, listen, engage, and act for their benefit.
• You take initiative and roll up your sleeves to get work done.

Required Qualifications:

• 5-7 years of experience driving CX strategy and improving experiences across channels (Digital, Contact Center, Advisor, etc.), leveraging data and working collaboratively with teams across the organization
• High attention to detail to ensure accuracy in data analysis, reporting, and implementation of customer experience irritant resolution. Strong Excel skills and proficiency in data analytics tools (i.e. VOICE, Power BI).
• Exceptional stakeholder management skills, capable of collaborating with multiple partners to clearly convey progress, next steps, and challenges/roadblocks
• Excellent communication and storytelling abilities, translating data into compelling narratives, including the ability to present findings and recommendations to diverse and senior leadership.
• Recognized as a great teammate who effectively collaborates within a team setting, contributing to shared objectives and supporting teammates. This includes flexibility, cooperation, and a positive attitude towards teamwork.
• Proficient in agile methodologies/tools (i.e. JIRA) to deliver value in a fast-paced, matrixed environment.

When you join our team:

• 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.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.