Customer Experience Manager

The Customer Experience Manager position is an individual contributor that supports the Lead for Customer Experience and Design of Manulife Philippines.

He/she is accountable for managing the overall Customer Experience Projects in accordance with the Net Promoter System and Human-Centered Design (HCD) principles. Specifically, he/she is accountable for designing customer or distributor journeys that considers the different touchpoints and interactions users will interact with. He/she is also expected to help drive the Net Promoter Score by assisting the different business units.

Individual Accountabilities

• Serves as the CX Project Manager, managing Customer and Distributor projects. Focus on enhancing the customer journey by guiding projects that improve their interaction with the company, ensuring all elements provide value and satisfy their requirements.
• Ensures proper documentation and members of the CX team are looped in accordingly, and timely for reviews.
• Develop and/or Review customer and distributor journeys from across different channels.
• Develop and/or Review internal processes and activities that may be customer facing or has imminent impact to the customer.
• Design initiatives and workshops with HCD principles and aligned with Customer or distributor needs.
• Lead Service Culture initiatives to drive the Customer Obsession & HCD mindset in Manulife
  
  

Key Shared Accountabilities

• Maintain upward trend of NPS Scores
• Generation of actionable insights derived from the results of NPS and CSAT surveys and other insighting activities.
• Manage the Net Promoter System. Support NPS goals by partnering with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:
• Product development process
• Sales process
• Customer service process
• Online to Offline interaction flows
  
  

CX Project Management with Human-Centered Design / Customer Experience Lens.

Make sure that customer interactions flow is designed through HCD. Provide customer perspective and expertise in any meetings and discussions, he/she may be assigned to. He/she will need to use the learnings from the HCD Principles, Net Promoter System and other Customer Insights studies to guide and influence the decisions of business units he/she will work with to safeguard the customer experience.

Champion the Customer Obsession Value.

Influence the organization to live up to the Customer Obsession Value of the company by partnering with key business units such as HR to develop programs that build awareness of the customer experience.

Required Qualifications

• Bachelor’s degree holder
• Minimum of 5 years work experience in the related field
• Strong project management, organizational and coordination skills required
  
  

Preferred Qualifications

• Ability to influence decisions and gain consensus across different stakeholders, senior leaders, channels and lines of business, particularly in the case of competing interests and priorities.
• A positive disposition and ability to relate well with others, possessing high levels of empathy.
• Results oriented, with a can-do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives.
• Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations.
• Helpfully challenging embedded practices that contradict with
• Human-centered ways of working at all levels of an organization
• Ability to execute plans excellently
• Ability to work independently with minimal supervision
• Able to collaborate in cross functional and cross-cultural teams
  
  

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].

Working Arrangement

Hybrid