Director, Customer Centricity, Asia

We are seeking a dynamic and dedicated professional to join our team as the Director of Customer Centricity, Asia. The role will drive customer centricity by operating in a pooled model across our Asia Markets to drive: Insights Enablement, Insights & Actioning, and Culture Change.

Position Responsibilities:

• Roll-Out the Net Promoter System: Collaborate with regional customer experience teams, technology teams, and operations partners to implement Manulife’s NPS program. Engage with local champions at different stages of the implementation process to address requirements and achieve business goals

• Owning the New Promoter System Evolution: continue to champion Asia markets to drive for our vision of leadership in cutometer centricity by offering best-in-class customer listening or engaging capabilities empowering Asia markets to evolve customer experience

• Mature the Manulife Net Promoter System: Lead and drive the product strategy of the VOC platform, ensuring alignment with Market, Asia, and Global CX roadmaps, while advocating for our vision of customer-centric leadership in Asia. Oversee the planning, delivery, testing, and launch phases of new enhancements and implementations to increase feedback coverage and platform usability. Champion high-quality, scalable architecture to deliver positive business outcomes and empower Asia markets with best-in-class customer listening and engagement capabilities

• Act as the Glue: Work with Asia markets, the Asia corporate, and global marketing teams, as well as outside with business partners, customer experience experts, operations professionals, and strategy folk. We can't do this alone and need strong teamwork to drive change

• Lead the change: Own the end-to-end customer immersion program to bring customer stories to life for Manulife executives, business heads, and the rest of the organization. Be part of the Global Customer Centricity Team to strategize global NPS system design for common capabilities and global standards.

Required Qualifications:

• Bachelors' degree

• 8+ years of experience in fast-paced environment such as management consulting or another professional service; experience in customer or digital functions considered an asset

• Experience in managing projects and programs effectively, ensuring timely delivery and alignment with business objectives.

• Analytical, metrics-driven, and obsessed with customer feedback

• Excellent 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

• Strong sense of ownership, accountability, and pride for their work

• Willingness and ability to travel to various Asia markets to implement and manage the change

• Familiarity with widely used web technologies, including JavaScript, XML, HTML, and CSS, as well as experience with integration technologies and protocols like APIs, REST, HTTP, and SFTP.

• Knowledge of standard security concepts and frameworks, such as Single Sign-On (SSO), Security Assertion Markup Language (SAML), OAuth, and Role-Based Access Control (RBAC).

• Experience implementing a Voice of Customer (VOC) / NPS program (ex. Medallia, Qualtrics, etc.) is a plus, in particular, Medallia Certification – Admin Level & above is considered an asset

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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].