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Job Title :
Senior Executive, Customer Experience (NPS)
Job ID :
Category :
Location :
SGP, Singapore SG
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Senior Executive, Customer Experience 

Incumbent will be part of the  team to drive customer-centric mindset and behaviors in the company.

Key Responsibilities:
  • Revolve around tasks and initiatives to ensure the business is enabled to deliver a positive experience for our customers. These could include: 
  • Administration, maintenance and reporting of all customer satisfaction and recommendation surveys and survey results 
  • Customer journey mapping, including working with various business units to map out the customer's journeys across all major and minor touch-points in detail, identifying pain-points of the customers, and designing solutions to address the pain-points 
  • Being a key source of enablement to all relevant business units to ensure positive customer experience via analysis of customer survey results 
  • Facilitate effective feedback loops from customer survey results to actionable initiatives to drive better customer experiences across all touch-points 
  • Support in all other customer experience design team work/initiatives

  • Prior 4 to 5 years in a similar capacity
  • Passion for doing the best for customers  
  • Attention to detail 
  • Good English language skills 
  • Good analytical skills 
  • Experience in customer NPS surveys, customer experience, as well as experience in life insurance, is ideal but not a must
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. 

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
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