Manager, Customer Experience & Marketing Insights

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Manulife is on a journey to become Customer Obsessed, putting the customer at the heart of everything we do. We are seeking a strong research insights professional who can help us connect the dots across primary research, secondary research, and customer data. This includes managing key components of our NPS system and managing the research and delivery side of marketing, strategy, and business intelligence. This position is part of the Customer Experience (CX) Team for Manulife Canada, and the role is based in Toronto. The successful candidate will have proven hard and soft skills to oversee the day-to-day research and vendor management that supports a large scale NPS program, liase with internal business, operational, and IT stakeholders and external research partners to deliver compelling insights and support the Directors and other team members across custom CX/NPS projects.

Individual Accountabilities:

• Design and implement research projects from inception to completion in-house or through vendors: writing proposals, drafting the questionnaires, programming/testing and deploying the surveys, analyzing the data, reporting, and presenting the findings to BU partners
• Apply analytical skills to craft and execute on the vision for CX, including, but not limited to, NPS and OSAT surveys, operational/business metrics and customer feedback.
• Prepare ongoing reporting on CX data and critical metrics
• Delivering actionable insights and recommendations leading to competitive advantage for the BUs through the integration of various customer data sources - custom, tracking, secondary & syndicated research - to provide a comprehensive understanding of the consumer
• Managing BU partners and research vendors during research projects
• Managing the relationship with key industry research partners and share relevant third-party research within the organization.
• Developing a deep understanding of consumers/customers, including attitudes, needs and behaviours, and drivers of brand/product preference
• Providing insights proactively to identify and fill information gaps in the business; keep a pulse of consumer trends, competitive movements, industry advancements and government decisions that impact the business.

Job Requirements:

• Bachelor degree in business, marketing, data analytics or other relevant degree; MBA or other advanced degree a plus including additional research training/certifications
• 5-10 years of relevant work experience in market research, insights and analytical functions. Financial and Insurance industry experience is an asset
• Must have experience designing and applying customer experience & marketing research primary and secondary research methodologies, techniques, tools and technologies to produce actionable data and insights in support of strategic go-to-market strategies.
• Ability to write questionnaires/reports/presentations based on deep data analysis and triangulating across multiple sources of research data and incorporating iterative stakeholder input and feedback
• Demonstrated experience in delivery and management of research projects
• Passion for Customer-first thinking and customer centric design
• Experience in NPS, brand and advertising tracking, new products, segmentation, usage & attitude studies, user experience, Voice of the Customer, using data analytics in conjunction with research and new AI tools
• Strong understanding of statistical methods and statistical analyses tools (especially SPSS)
• Advanced use of Excel and PowerPoint and proficient in other Microsoft Office products (Outlook, Word etc)
• Proven ability to draw relevant insights and make concrete recommendations from quantitative and qualitative research data
• Exceptional data visualization and storytelling capabilities, along with written and oral presentation/ communication skills
• Analytical and problem-solving skills with the ability to collect, synthesize, analyze, visualize, and disseminate information to respective audiences.
• Ability to work autonomously, but excel in team-based environment. Rely on extensive experience and judgment to plan and accomplish goals
• Highly motivated with experience managing multiple projects under tight timelines
• Working knowledge of Net Promoter System, Medallia Customer Experience Platform and Power BI will be an asset

#LI-hybrid

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.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.