Job Information
Manulife Director, Customer Experience, WAM Asia in Hong Kong, Hong Kong
Manulife is on a mission to become the most digitally advanced and customer-obsessed company within our global peer group. Over the past five years, we have dedicated substantial resources towards enhancing our digital capabilities, simplifying customer interactions, and fostering customer advocacy, as evidenced by our relationship Net Promoter Score (NPS). Our ongoing commitment is to design and deliver best-in-class experiences for our customers. Customer Experience (CX) supports this ambition by identifying key Moments of Truth, and developing roadmaps and processes to listen, learn and act on customer feedback, while training our organization to achieve true customer-centricity at scale.
The Head of Customer Experience, Asia Wealth & Asset Management (WAM) will play a pivotal role in partnering with the WAM Asia Chief Marketing Officer (CMOs), General Managers (GMs), and key Marketing and functional stakeholders to contract customer research, prioritize key roadmap initiatives and implement a world-class customer experience management program supported by data and insights. Reporting to the Global Head of Customer Experience for Global Wealth & Asset Management (WAM), this position is responsible for implementing the Asia WAM CX vision, strategic direction, and delivering comprehensive, long-term CX plans and customer-centricity within the region and segment.
Key Deliverables:
· Collaborate with key business stakeholders and vendors to produce insights, reports, and presentations on Net Promoter Score (NPS) results for the Hong Kong and Indonesia markets, as well as the retirement business.
· Develop requirements and questionnaires for new research needs, covering both ongoing and ad-hoc studies, in collaboration with internal stakeholders.
· Lead the deployment, optimization, and standardization of processes supporting our customer experience management platform.
· Identify and recommend opportunities for customer listening and analytics, working with business stakeholders, functional partners, and design and digital teams.
· Refine and optimize research to support business transformation, and prioritize actions and opportunities for improvement in partnership with business and functional stakeholders to drive strategic planning.
· Build customer insights dashboards and train business colleagues to self-serve customer insights, supporting customer experience transformation.
· Provide guidance and support for planned initiatives impacting customer experience, including modeling impact forecasting, target setting, and storytelling.
· Collaborate with the global customer experience team to set target forecasts and provide commentary for the global NPS program.
· Conduct generative and evaluative research and lead workshops as needed to support key strategic initiatives across the retail and retirement businesses.
What Motivates You:
You are passionate about customers, actively listening, engaging, and taking actions for their benefit.
You think big and are curious about discovering new ways to use your agile mindset to drive business outcomes.
You thrive in collaborative team environments and enjoy achieving goals together.
You take ownership and build solutions, focusing on what truly matters.
You act with integrity, always doing what is right and speaking up when necessary.
You embrace diversity and contribute to building an inclusive work environment for everyone.
Qualifications:
Proven track record of delivering successful customer experience programs and initiatives in complex environments.
Expertise in using change management strategies, tools, and techniques to influence adoption and lead transformative initiatives.
Strong understanding of data analytics and customer-focused insight analysis, including NPS and human-centered design (HCD) principles.
Results-driven mindset with excellent organizational and prioritization skills.
Ability to balance big-picture strategy with detailed CX and HCD implementation, understanding the interplay between both.
Extensive experience in balancing customer needs with business value, cost, time, and functionality constraints, and effectively communicating these realities.
Proficiency in managing multiple stakeholders, including external clients and shareholders.
Deep knowledge of emerging technology and business trends in digitization and lean processing.
Demonstrated ability to develop and implement multi-faceted strategies, including omni-channel customer experience delivery.
Strong ethical standards and integrity, with a global understanding of diverse cultures and behaviors.
Exceptional communication skills, capable of engaging varying audiences from executives to frontline employees and customers.
Highly developed influencing and negotiation skills.
What We Offer:
An opportunity to be part of a mission-driven organization dedicated to making decisions easier and lives better.
A leadership team committed to your growth and success.
A bold ambition and clear goals to lead the transformation within our industry.
A supportive environment where you can bring your best every day.
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