Senior Manager, Insights Specialist

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

The Opportunity

Manulife is embarking on a journey to become the most digital, customer-centric leader in our industry. To support this bold ambition, the Digital Transformation team is creating an innovative product that revolutionizes the way we service and satisfy customers at scale (the Voice of the Customer Insights Hub on the VOICE platform).

Reporting to the Senior Director, Digital Transformation & Value Realization Owner, the Senior Manager, Insights Specialist will support the team’s directive of increasing user adoption and promoting the value of the Voice of the Customer Insights Hub. The ideal candidate will have a strong passion for data analysis and the ability to identify trends, themes, and opportunities for improvement from data across different sources. These insights will enable data-driven decisions to improve our products, services, and overall customer experience.

Responsibilities

• Provide thought leadership to communicate outcomes in a way that tells a compelling story
• Increase number of active users and align with them on the benefits of VOICE ("what's in it for them")
• Track, report progress, and improve relevant critical metrics (examples: success stories, active users, etc.)
• Support the development of an overall adoption strategy for the VOC Insights Hub globally and implement this strategy through organic and inorganic growth
• Work across different teams and with all levels of management to form relationships and business knowledge
• Meet with partners and champions on a regular cadence to track adoption progress and to continuously socialize new features of VOICE
• Lead complexity across a range of issues—prioritize and handle contending initiatives; challenge the status quo and suggest alternative ways of conducting operations
• Stay informed of industry trends and standard methodologies in data analysis and share takeaways with the team
• Coach users towards an outcome-centered approach
• Attract, develop, engage, coach, and retain diverse leadership and talent
• Inspire users to take action through clear, concise communication of insights
• Collaborate with cross-functional teams to identify impactful opportunities to improve customer experience by analyzing data across various channels
• Create and conduct training using varied media (examples: live and recorded sessions, podcasts, videos, PDF/Word documents, Yammer posts)
• Present roadshows and VOICE demos to interested partners and to senior leadership with customized content

What motivates you?

• 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.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

What We Are Looking For

• Proven record to develop, recommend, and implement communications tactics consistent with business objectives
• Knowledge of customer feedback platforms and tools, such as Medallia, Qualtrics, or SurveyMonkey, is an asset
• A creative problem solver with strong problem-solving skills who can generate options, build consensus, and implement with excellence
• Possesses a balance of strategic, technical, operational and tactical leadership skills; proven ability to operationalize learning standard methodologies
• Experience leading and running projects through a combination of influence and direct authority
• Excellent interpersonal skills with the ability to influence, negotiate, and build consensus effectively
• Ability to adapt in a dynamic, constantly evolving work environment
• Strong analytical skills and attention to detail
• Familiarity with emerging communication media such as wikis, blogs, videos, infographics, and other tools and how they can be applied in an enterprise environment
• Excellent organizational and project management skills with the ability to juggle challenging priorities as assigned
• Able to scale processes in a large scale highly sophisticated “hands-on” organization
• Effective communicator (verbal and written)
• Proficiency in data analysis and visualization tools, such as Power BI, Tableau, and/or Domo
• University or College degree focusing on Business, Technology, Data Science/Analytics, or equivalent

What can we offer you?

• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• A competitive salary and benefits packages.
• Professional development and leadership opportunities.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
• Boundless opportunity: 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.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock And Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.

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

$89,950.00 CAD - $167,050.00 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.