Job Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement Hybrid



The opportunity

The Director, Customer Experience plays a pivotal role in enhancing customer satisfaction, loyalty, and advocacy within Manulife Life Insurance Company, Singapore (MLS).

Responsibilities

• Lead the detailed solutioning of must win experiences in collaboration with local and regional stakeholders.
• Optimize existing NPS operations, governance and reporting while driving continuous improvement for rNPS and tNPS for all episodes.
• Champion a data-driven approach to influence business decisions by correlating customer and distributor experience data to other internal data to create actionable insights.
• Demonstrate collaboration and influencing skills to embed customer centricity across key functions within MLS
• Collaborate on key digitization initiatives to create alignment across teams to deliver on an enhanced omnichannel customer experience.
• Support customer / distributor immersion activities to achieve best business outcome and track delivery of ROI.
• Stay current with industry trends and local regulatory requirements affecting customer lifecycles and make necessary improvements to customer journey to maintain a competitive edge.

How will you create impact?

Reporting to the Head of Customer Experience, the Director, Customer Experience will:

• Act as a change advocate and execute on the Customer Experience strategy to strengthen customer advocacy across the organization.
• Work closely with cross-functional teams to drive NPS and progress towards a consistent and positive customer experience across all customer touch points.
• Promote the use of customer / distributor research and contribute to the maturity of insights capabilities.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• 7 - 10 years of working experience in related field
• Proven and progressive experience in customer experience or insights roles, preferably in a highly regulated industry
• Understanding of statistical methods to facilitate targeting, segmentation, revenue generation, retention and marketing campaigns
• Analytical mindset with the ability to translate data into actionable insights
• Experience of managing and delivering results with third party vendors
• Experience with customer experience management software and tools
• Experience working with Agile methods
• Excellent communication, influencing, presentation, and interpersonal skills
• Quick learner: Must be able to quickly gain a high level understanding of the technical and business domains of the teams within MLS to provide a shared service

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 strong 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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as \xe2\x80\x98MFC\xe2\x80\x99 on the Toronto, New York, and the Philippine stock exchanges, and under \xe2\x80\x98945\xe2\x80\x99 in Hong Kong.

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 .

Manulife