Manager, Voice of Customer

Voice of Customer Manager plays a crucial role to our Digital, Customer Leader ambition. Leveraging your analytical expertise and problem-solving mindset, you will transform customer feedback into actionable insights and recommendations to continuously elevate our customer experience by removing customer irritants and driving value for the business.

You will utilise data from multiple sources to enable our Asia MIM leaders to make informed decisions focusing on process and experience improvements of our Retirement business. By uncovering the unmet needs of customers, you will inform the design of delightful customer experiences that contribute to drive customer loyalty and improve our Net Promoter Score, one of the OKRs of our organisation.

What motivates you? 

• You obsess about customers and listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your analytical skills to 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

We are looking for someone: 

• 5+ years of experiences in Customer Experience (including Customer Journey), Customer Research and Insights, Digital Experience, Data Analysis and Project Management
• Degree in Marketing, Business or Statistics, with strong marketing and business background
• Understand Asia retirement business, such as MPF in Hong Kong, DPLK in Indonesia
• Self-starter with strong desire to advance skillset through new tools & self-learning
• Team player with excellent communication and interpersonal skills
• Proficient in analytical, problem solving and solutioning skills
• Experienced in analysing and interpreting a mix of qualitative and quantitative data
• Ability to clearly articulate complex ideas and construct compelling narratives to diverse audiences, from business to technical
• Comfortable with ambiguity, ability to adapt to changing business requirements and processes
• Demonstrate good judgement during issue identification and escalation processes
• Experienced in leading, designing and managing end-to-end customer experience projects, e.g., Net Promoter Score
• Proficient in written and spoken English and Cantonese

Nice to Have:

• Hands-on experience in designing and conducting interviews with customers stakeholders
• Working knowledge of data mining, and advanced statistical methods
• Familiar with customer experience & feedback platforms, e.g., Qualtrics, Medallia, Survey Monkey, UserTesting, Discuss.io
• Advanced Excel skills, with programming and statistical software experience an asset.
• Hands-on experience with Microsoft Power Platform, e.g., Power BI, Power Automate
• Experience in using digital analytic tools for data analysis, e.g., as Adobe Analytics
• Proficient in written and spoken Mandarin

On the job you will: 

• Dedicate to support Asia Retirement Business
• Monitor and analyse customer feedback into emerging themes to inform process and customer experience improvement opportunities across touch points / value streams.
• Synthesise multiple sources of customer feedback, customer data, web analytics and operational metrics to transform data into actionable recommendations that make real impact.
• Accelerate NPS System maturity by closely collaborate with touch points / value stream owners on an on-going basis.
• Work with data office / IT and vendors to implement processes and controls to ensure customer feedback data integrity and accuracy throughout the organisation.
• Lead global reporting and in-market dashboard prototype development to democratise insights that enable the organisation to gain deeper understanding of customer needs & irritants.
• Support in the development of analytically rich solutions and implementation of emerging tools that help to diagnose problems and anticipate what could be improved moving forward
• Maintain close working relationships with Global / Regional teams and implement best practices to support our customer experience vision

Our commitment to you 

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success
• A bold ambition and set of goals to be a leader in driving transformation in our industry
• Our best. Every day.

Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.html

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognise 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 recruitment@manulife.com.

Working Arrangement

Hybrid

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