Story Behind the Need:

Manager, Global Customer Centricity

Customers are at the heart of everything we do, and having the right systems to understand feedback, using those systems to initiate action against customer pain points, and leveraging programs that promote wider adoption of a customer mandate are key. At Manulife, we measure the success of this team through the Net Promoter Score, as well as the business outcomes it enables.

This is both a strategic and hands-on position, responsible for helping Manulife achieve its customer objectives. The role will sit at the center of the Global Customer Centricity team, collaborating closely with the Director, Global Customer Centricity, focused on enabling the organization to think customer-first. The role is responsible for driving customer centricity by developing and delivering communications strategies related to our top strategic priorities and initiatives, anchored in driving our Digital Customer leader objectives

Key Responsibilities:

• Bring Customer Stories to the Organization: Build a robust framework to highlight the impact we are having on our customer's lives, including how our internal colleagues help deliver that impact through their respective roles. Create engaging content, programs, and tactics that drive audience engagement. Source, create, and maintain a steady stream of customer stories for the organization.
• Communicate the Value of Customer Experience Initiatives Bring stories to the organization which highlight the business benefits of customer experience initiatives and leverage impactful storytelling to drive cultural transformation towards customer-centric goals.
• Collaborate and Build: Work closely with Segment and Global Communications to ensure consistent messaging, positioning, and language, creating a unified voice of the customer. Ensure colleagues are connected to our customer mission, understand our strategy and their role in it, take pride in our products and services, and are engaged in our customer-focused culture.
• Lead Cultural Change: Support the global culture change program, including project coordination/management and execution. Champion a global culture shift to prioritize customer-first thinking across all levels of the organization, including executives and business heads.

Qualifications:

1. Bachelor's degree required in Business, Marketing, Communications, Journalism, or related field
2. 4+ years of experience in fast-paced environments such as management consulting, internal/corporate communications, digital/technology consulting, internal strategy, customer experience, or other professional services.
3. Strong writing and storytelling skills, with the ability to simplify complex issues
4. Experience across multiple internal/corporate communications areas (e.g., strategy communication, transformation messaging, engagement, people, culture, and brand)
5. Ability to develop compelling materials using a variety of mediums, including PowerPoint

Soft Skills:

• Excellent verbal and written communication skills with the ability to influence, negotiate, and build consensus effectively
• Ability to balance multiple projects and priorities within reasonable timelines
• Excellent verbal and written communication skills with the ability to influence, negotiate, and build consensus effectively
• High degree of comfort working in an environment of transformation, where change is constant
• Strong attention to detail
• Innovative, creative and proactive self-starter with a sense of urgency
• Excellent interpersonal and relationship management skills - ability to collaborate and be a team player with a high level of empathy

Preferred Qualifications:

1. Experience supporting large-scale programs or initiatives in an organization
2. International experience or experience working across a global organization.
3. Previous work in advertising or creative agency
4. External communications and thought leadership experience
5. Experience interviewing
6. Skills in graphic design
7. Proficiency in video storyboarding and creative services
8. Familiarity with Adobe or other creative software (e.g., Photoshop, Illustrator, Premiere etc.)

Beyond Requirements:

• Excited about changing an organization and being part of a strong team

• Strong sense of ownership, accountability, and pride in work

• Analytical, structured thinker who can easily organize various inputs

• Outcome-orientation with a spark for solving problems

• Comfortable coordinating and working with various stakeholders in a highly cross-functional environment and agile team structure

• Experience leading projects and working in a project-based environment

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.

Best vs. Average: A top candidate excels at understanding how to craft authentic stories. They ask insightful questions, leveraging a journalistic approach to uncover the core of what people are trying to convey. They package these insights into impactful narratives. Experience in a high matrix organization and a corporate background is beneficial. Strong communication skills and the ability to visually illustrate ideas are essential. The primary focus is on storytelling.