Analyst, Global Customer Centricity Enablement
- This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will drive customer centricity by playing a pivotal role in Insights Enablement, by ensuring our stakeholders adopt and effectively engage with our customer experiences platforms. 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 in the Global Customer Centricity team, collaborating closely with the Assistant Vice President, Global Customer Centricity, team Directors, and those in advanced analytics, project management, customer experience, technology, digital, strategy, and operations. Key Responsibilities: Analysis and Insights lead: Leverage customer data and platform tools to drive insights. Ability to analyze large data sets efficiently and effectively to drive action. Clearly articulate business value and actionable next steps.
- signal customer insights tool).
These activities include (1) defining, developing, and delivering training programs tailored to user cohorts, (2) measuring and reporting the success of adoption efforts based on key performance metrics, (3) defining routines to consistently and effectively gather and share customer feedback, and (4) influencing product improvements based on business needs and feedback from users Value and Storytelling: A critical success factor for this role is the ability to consistently communicate and articulate the value the cx platforms for our business.
These activities include translating implementation delivery into clear business value for stakeholders and building strong relationships with business partners and stakeholders.Effectively communicating and demonstrating the value of VOICE and CX tools through compelling and consistent storytelling is critical to the success of this role and culture change to deliver on our customer centricity ambitions.
Get to Speed: Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions.
Drive tracking of customer experience plans so the organization can accelerate or pivot if we see our plans aren’t producing intended results Lead the Change: Help drive a global culture change program to embed customer-first thinking to the organization, including Manulife executives, business heads, and the rest of the organization Act as the Glue: Work both within the corporate and global marketing teams, as well as outside with business partners, customer experience experts, operations professionals, advanced analytics, technology, and strategy folk.
We can't do this alone and need strong teamwork to drive change Requirements: Bachelors degree from a top-tier university 4+ years of experience in fast-paced environment such as management consulting, digital/technology consulting, internal strategy, customer experience, or another professional service Experience in technology, analytics, or digital functions considered an asset Experience in financial services industry considered is a plus Experience in large-scale digital transformation programs is a plus Proven track record of driving user adoption and engagement in a SaaS environment.
Experience with Net Promoter Score (NPS) and its application is a plus Customer-centric mindset with a passion for enhancing the customer experience Experience in defining and reporting success based on KPIs Strong storytelling skills to articulate the benefits and impact Self-starter with the ability to work autonomously and manage multiple tasks simultaneously.
Strong analytical and problem solving skills, and demonstrated leadership ability Strong communication skills, including verbal, written, & PowerPoint Excellent interpersonal and relationship management skills- ability to collaborate and be a team player with a high level of empathy International experience, or working cross a global organization a plus Beyond Requirements
- What we are looking for: Excited about changing an organization and being part of a strong team Strong sense of ownership, accountability, and pride for their work Analytical, structured thinker who can easily organize various inputs Outcome-orientation with a spark for solving problems Whiz at coordinating and working with various parties in a highly cross-functional environment Comfort with working in a cross-functional, agile team structure Someone who is looking for opportunities to grow and shine Experience leading projects and working in a project-based environment What can we offer you?
A competitive salary and benefits packages A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills A focus on growing your career path with us Flexible work policies and good work-life balance Professional development and leadership opportunities Our commitment to you: Values-first culture We lead with our Values every day and bring them to life together.
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.
Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.
#LI-hybrid À propos de Manuvie et de John Hancock La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux.
Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.
Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi À Manuvie/John Hancock, nous embrassons notre diversité.
Nous nous efforçons d’attirer, de perfectionner et de maintenir un effectif qui est aussi varié que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun.
Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.
Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi.C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent une mesure d’adaptation raisonnable pendant le recrutement.
Tous les renseignements communiqués pendant le processus de demande de mesures d’aménagement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie/John Hancock.
Pour demander une mesure d’aménagement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com.
Région principale Toronto, Ontario Semaine de travail comprimée Hybride L’échelle salariale devrait se situer entre $71,925.00 CAD
- $119,875.00 CAD Si vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à recruitment@manulife.com pour obtenir l’échelle salariale correspondant à votre région.
Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l’expérience et l’éducation ou la formation.
Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l’entreprise et au rendement individuel.Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille.
Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers.
Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi.Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à recruitment@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.