Head, Customer Experience, Digital Transformation and Platforms

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Head, Customer Experience, Digital Transformation and Platforms Apply locations Makati City time type Full time posted on Posted 7 Days Ago job requisition id JR

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

Job Description

The opportunity

We are seeking a dynamic and results-driven Customer focused senior leader to join our team. The ideal candidate will be responsible for improving customer satisfaction and loyalty by overseeing the Net Promoter Score (NPS), analyzing customer insights, and leading customer communication initiatives. This role will also involve strategically driving digital initiatives and managing digital customer platforms to enhance the overall customer experience.

Responsibilities

1. Net Promoter Score (NPS) Management: Lead a team that:

• Develops and implements strategies to improve NPS.
• Monitors and analyzes NPS data to identify trends and areas for improvement.
• Collaborates with cross-functional teams to address customer feedback and enhance customer satisfaction.

2. Customer Insights and Communications: Lead a team that:

• Collects and analyzes customer feedback from various channels.
• Generates actionable insights to inform business decisions.
• Presents findings and recommendations to senior management.
• Develops and executes customer communication plans.
• Ensures consistent and effective messaging across all customer touchpoints.

3. Strategic Digital Initiatives: Lead a team that:

• Conceptualizes and implements digital projects aimed at improving the customer experience.
• Collaborates with IT and other departments to implement digital solutions.
• Stays updated on the latest digital trends and technologies.

4. Digital Customer Platforms: Lead a team that:

• Manages and optimizes digital customer platforms (e.g., websites, mobile apps).
• Ensures platforms are user-friendly and meet customer needs.
• Monitors platform performance and make necessary enhancements.

How will you create impact?

The Head, Customer Experience, Digital Transformation and Platforms role will be directly reporting to Chief Marketing Officer, Philippines.

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

• Bachelor's degree in Business, Marketing, Communications, or related field.
  •
• 10+ years of experience in customer experience management or related roles.
• Strong analytical skills and experience with NPS and customer feedback analysis.
• Excellent communication and interpersonal skills.
• Proven ability to manage senior stakeholders within the country and regionally
• Proven ability to lead digital initiatives and manage digital platforms.
• Familiarity with customer relationship management (CRM) tools and software.

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 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' 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 .

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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.

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

We're proud of our accomplishments and recognitions. Recent awards include:

• Best Place to Work in Asia-Pacific 2022
• Best Place to Work for LGBTQ Equality 2022

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Discover how you can grow your career, make impact and drive real change with our Winning Team today at .

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