Director, Customer Experience Strategy

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Customer experience is at the heart of Manulife’s bold ambition to be the most digital, customer-centric global company in our industry.

Our Manulife Investment Management Customer Experience Team helps increase the likelihood that our business strategies, products, and services will be successful as measured through the eyes of our customers.

The Director, Customer Experience Strategy is a key role to our ambition and partners closely with product and marketing leadership to define and deliver on targeted, strategic investments aligned to our goal of becoming a digital customer leader while also enabling scalable customer-centred continuous improvement across the organization.

Responsibilities

• Synthesize and translate customer and market insights from multiple data sources into customer-centric strategy and action, solving the right customer problems at key moments across our customers’ journey.
• Conduct interviews, ideation sessions, and co-creation workshops with partners, subject matter experts and customers, for all stages of an initiative.
• Deliver useful insights, service blueprints and customer journeys to understand, improve and implement seamless, coherent customer experiences.
• Understand and know how to integrate and provide direction and oversight for the following capabilities to drive problem definition and discovery, design, and delivery: UX, UI, research, service design, content strategy, and customer service. 
• Scale customer-centricity and enable partner teams with the processes and tools to research the needs of their customers and work with those customers to design and test solutions, within an agile framework.
• Coach and educate partners across the organization on customer-centricity, net promoter systems and human-centered design
• Partner with key business and IT partners/collaborators to drive process and technology improvements that will enable the right customer experience to meet business goals. 
• Work with Experience Leads from other lines of business to ensure seamless and cohesive end-to-end customer experiences across Manulife products and services.
• Active involvement in hands-on customer experience strategy and service design work on priority initiatives to solve for our top customer experience opportunities.
• Proactively focus on addressing and removing risks, obstacles and blockers that may slow down execution.
• Become a trusted partner and advisor to business, marketing, and operations leaders; drive a cohesive experience across multiple customer journeys including, B2B audiences and Retirement Plan Members.
• Partner with critical teams to create and manage the north star vision and customer experience strategy to deliver exceptional experiences that win customer loyalty and drive business growth.
• Share responsibility for the overall health of the customer journey with partners in CX, Product, Marketing and Operations.

Key Performance Goals/Measurement 

• Shares accountability with product and marketing leadership for continuous delivery of measurable business value via key metrics 
• Accountable for HCD process adherence, NPS goals, Customer satisfaction results

Requirements

• A degree in design, business or related subject area, or equivalent work experience
• Experience leading a team of design professionals in a matrixed environment; excel in iteration, collaboration, testing and learning, and adaptability.
• Outstanding skills in the following: business partnership, strategy design and execution, research, analysis, communication, and facilitation

Competencies

• Proficient in Mural, usertesting.com and/or other design, research, and collaborative tools
• Proficiency with customer research and creating useful insights.
• Ability to collaborate and provide feedback to designers in Figma
• Experience working and designing across channels in a complex industry.
• Both big picture thinking and detail oriented doing
• An ability to manage and prioritize multiple work steams in a time sensitive environment.
• Collaborator management and storytelling across various levels and audiences
• Experience working with technical collaborators to understand constraints and enablers.

What motivates you?

• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
• You thrive in teams and enjoy getting things done together.
• You obsess about customers, listen, engage and act for their benefit.
• You take ownership and build solutions, focusing on what matters.
• We create opportunities to learn and grow at every stage of your career.
• Continuous innovation We invite you to help redefine the future of financial services.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You do what is right, work with integrity and speak up.
• Championing Corporate Citizenship We build a business that benefits all collaborators and has a positive social and environmental impact.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 [email protected].

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$100,500.00 CAD - $180,900.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.