Technical Lead, Customer Centricity

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

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will drive customer centricity through enabling Insights about customer experience through work on our Medallia platform.

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 all key to this role. At Manulife, we measure the success of this team through the Net Promoter Score, as well as the business outcomes it enables.

The role will sit in the center, reporting through the Global Customer Centricity team, and will collaborate across business, customer experience, digital, strategy, IT, and operations partners.

Key Responsibilities

• Roll-Out the Net Promoter System

Work closely with market customer experience, technology, and operations partners to activate them onto the NPS system. Work hand-in-hand with local champions and help shape the work of our external IT vendor.

• Mature the Manulife Net Promoter System

Structure an enterprise-approach to action planning and follow-through for customer feedback. Work to escalate and resolve customer pain points.

• Implement Medallia in our Asia business

Work with the Global, Asia, and market customer experience teams, as well as internal IT and external technical experts to stand up Medallia in our Asia business in 2024.

• Enable Ongoing Customer Experience Enhancements

Play a pivotal role in leading technical enhancements to our NPS survey infrastructure which we use to get customer insights. This includes launching new surveys, building survey processors, drafting organizational hierarchy documents, enabling alerts, and more.

Requirements

• Excited about changing an organization and being part of a strong team
• Bachelor degree; advanced degrees are considered an asset
• Strong workshop facilitation, training and influencing skills a plus
• Market research, consumer insights, and international experience a plus
• Ability to collaborate and be a team player with a high level of empathy
• Prior experience launching survey programs in Medallia and implementing the Net Promoter System
• Analytical, metrics-driven, and obsessed with customer feedback
• Strong communication skills, including verbal, written, & PowerPoint
• 8+ years of experience in fast-paced environment; experience in customer or digital functions considered an asset
• Strong sense of ownership, accountability, and pride for their work

What can we offer you?

• Grow and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our Commitment To You

• 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.
• Values-first culture We lead with our Values every day and bring them to life together.

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.