Director, Customer-Centricity & Transformation

At Manulife, our purpose is to make decisions easier and lives better for our customers, employees, and communities. The Director, Customer-Centricity & Transformation is a strategic leader tasked with embedding customer-centricity into the core of Manulife’s enterprise operations.

This role will drive transformative change across our global organization, championing standardized ways of working, leading high-impact customer experience (CX) programs, and redesigning key processes to deliver more intuitive, seamless, and personalized service for our customers. You will collaborate with diverse teams across Asia, Canada, and the US, fostering a culture of innovation, collaboration, and continuous improvement that reflects Manulife’s values and ambition.

Position 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.

Required Qualifications

• 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 Qualifications:

• MBA or advanced postgraduate qualification preferred.

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.

If you are applying to this role in Massachusetts, please note the salary range is $128,550 USD - $222,820 USD.

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