Skip to main content

Job ID:

Job Category:


Job Type:

Date Posted:

Apply Now >>    
Job Title :
Director, Global Customer Experience Strategy
Job ID :
Category :
Strategy & Corporate Development
Location :
Toronto, ON CA
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 and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
In today’s market, delivering an exceptional customer experience is a key differentiator, products and services are no longer enough. Manulife is on an exciting journey to build this key differentiator and we’re looking for a Customer Experience professional to join our team within Global Marketing. You’ll be reporting to the AVP of Customer Experience and working on a core team dedicated to the global customer experience strategy and helping Manulife transform into a true customer obsessed organization. This is more than marketing or operations but a true culture shift. We need a passionate individual to help our businesses and internal functions shift their mindset to one centered around the customer.
What will you be doing?

Design Thinking and Human-Centered Experience Design:
  • Be familiar with design thinking and human-centred design methodologies  
  • Be a champion to help spread these skillset throughout the organization
  • You will collaborate with different business units and train them in making customer-centric decisions and take their business to the next level
  • You will help clients analyze and develop customer experience strategies and creative solutions for delivery through omni-channel experiences
  • Actively contribute to discussions and brainstorming sessions across businesses and functions
  • Build trusted relationships with clients and end-users by listening, understanding, and catering effectively
  • Be a champion of change as we educate our employees about the importance of human centered design and innovation
  • You excel in actively engage others to achieve positive business outcomes through your expertise, influence and relationships
  • Work with other subject matter experts in the organization to ensure an overall consensus on human-centred design methodologies and approach (CX Playbook)
  • Comfortable in conducting interactive workshops with different teams for journey mapping, persona identification or empathy mapping
  • Comfortable with pushing the business in testing ideas in an agile manner
  • Able to conduct customer interviews and coaching the business to learn this skillset for future projects
  • Own the online CX Playbook and ensuring it remains current and provide the organization with the most up-to-date templates and techniques

Customer Strategy:

  • As our customer strategy continues to evolve, help disseminate and activate throughout the organization  
  • Help establish and manage the customer experience strategy and working cross divisionally to execute
  • Quickly get up to speed on our CX journey to date and become immersed in our existing roadmap
  • Keep a pulse of global best practices and building a perspective on how to leverage these opportunities within Manulife
  • Continue to build our Net Promoter System implementation across our global operations
  • Providing support and alignment to our regional counterparts across North America and Asia
  • Develop presentations and comprehensive business cases to move the business forward
  • Ensure that our customer experience strategy and activation delivers on the brand promise
  • Work with the brand team to ensure the relationship between the brand promise and the customer experience we deliver is aligned and understood
  • Build strong working relationships with other internal experts (advanced analytics, LOFT etc.) to create synergy and efficiencies
  • Understand NPS and how it relates to positive business outcomes and helping the business link customer-centric initiatives and NPS impact
  • Comfortable navigating a large organization and collaborating with other units to ensure the business is getting value (research, IT, UX/UI)
  • Own the activation strategy of the global CX Playbook within the organization

We’re looking for someone who…

  • Is comfortable working on many projects/initiatives at once
  • Can collaborative with a variety of internal stakeholders
  • Is an active influencer of business decisions and can make things happen with a positive attitude
  • Has a passion for improving our customers’ experience
  • Approaches work with an attitude of continuous improvement
  • Applies strong communication and presentation skills
  • Showcases previous experience in human centered design or design thinking methods
  • Has curiosity to learn about all facets of the Manulife business and operations
  • Is comfortable working in a fast paced, agile environment
  • Happy to work in a close team environment where collaboration is critical
  • Can grasp the data and analytics behind customer strategy
  • Exemplifies the ability to generate creative solutions to customer problems for our clients
  • Is comfortable is sharing their point of view and advocating for it
  • No fear in pushing internal stakeholders/clients outside their comfort zone in the pursuit of exceptional customer experiences
  • Has a love of post-its and sharpies
  • CCXP certification nice to have
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 primarily 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 2017, we had approximately 34,000 employees, 73,000 agents, and thousands of distribution partners, serving more than 26 million customers. As of December 31, 2017, we had over $1.04 trillion (US$829.4 billion) in assets under management and administration, and in the previous 12 months we made $26.7 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.

Strategy & Corporate Development
Apply Now >>    
Link for schema


Any personal information you provide through this site will be privy only to Manulife for the purpose of evaluating your qualifications and experience. At all times, your personal information will be protected by the application of our Privacy Policy.