The NPS and Experience Design Manager is countable for managing the overall Customer Experience 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 takes into account 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 and projects teams to improve the customer experience.

Position Responsibilities:

Maintain Customer and Distributor Journey inventory.

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.

Maintain upward trend of NPS Scores

Generation of actionable insights derived from the results of NPS and CSAT surveys and other in sighting activities.

Manage the Net Promoter System

Required Qualifications:

Bachelor’s degree holder

Minimum of 5 years work experience in the related field

Strong communication skills, both verbal and written

Preferred Qualifications:

Ability to articulate findings to different audiences

Ability to work independently with minimal supervision

Excellent negotiation skills

Project management skills

Able to collaborate in cross functional and cross-cultural teams

Ability to interact with senior leaders confidently

Should have the ability to execute plans excellently

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 recruitment@manulife.com.

Working Arrangement