Campus Pride Jobs

The opportunity

A Customer Experience Specialist plays a crucial role in ensuring that customers have a positive and seamless experience with a company's products or services and focuses on creating and maintaining meaningful interactions between a company and its customers. Their goal is to foster a deeper connection, drive customer loyalty, and enhance the overall customer experience.

Responsibilities:

Feedback Collection and Analysis:

• Gather customer feedback through surveys, focus groups, and direct interactions.

• Analyze feedback to identify common pain points and areas for improvement.

• Escalate complex issues to appropriate departments when necessary.

• Share insights with relevant teams to drive product or service enhancements.

Performance Tracking:

• Monitor and measure customer satisfaction levels using Net Promoter Score.

• Report on performance metrics and provide recommendations for improvement.

Process Improvement:

• Assist CMO/CX lead to identify inefficiencies in current processes and suggest improvements.

• Assist CMO/CX lead to implement new processes or tools to enhance customer experience.

Collaboration and Communication:

• Work closely with the marketing, sales, and operation teams to ensure cohesive customer engagement efforts.

• Communicate customer insights and trends to senior management.

• Assist CMO/CX lead to Develop Engagement Strategies:

• Assist CMO/CX lead to execute customer engagement plans that align with the company's goals.

• Identify key customer segments and tailor engagement strategies accordingly.

• Utilize various channels (e.g., social media, email, events) to reach and engage customers.

Loyalty Programs:

• Assist CMO/CX lead to develop and manage customer loyalty programs to reward and retain customers.

• Track and analyze the effectiveness of loyalty initiatives.

• Adjust programs based on customer feedback and engagement metrics.

Data Analysis and Reporting:

• Track and analyze customer engagement metrics (e.g., social media interactions, email open rates).

• Generate reports to measure the effectiveness of engagement strategies.

• Provide insights and recommendations to improve customer engagement efforts.

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

• At least 5 years of work experience in the areas of Marketing, Branding / Advertising, Digital Marketing, Product Management

• Must be a degree holder of any 4-year Marketing or business-related course

• Good project management skills; able to deliver multiple requirements on time

• Good written and verbal communication skills

• Critical thinker, with good problem-solving skills

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 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