Manager, Customer Experience & Transformation Manager, Customer Experience & Transformation …

Manulife Hong Kong
in Hong Kong
Permanent, Full time
Be the first to apply
Manulife Hong Kong
in Hong Kong
Permanent, Full time
Be the first to apply
Manager, Customer Experience & Transformation
Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you.

Job Description
The Opportunity
The customer is the focus of everything we do, and millions of end users rely on our products and services daily. We believe in the value of empowering our Manager, Customer Experience & Transformation with the resources to enhance and achieve our business performance objectives for the future of our business, which is why we need you.

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 mindset 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
We are looking for someone with:

Excellent people and influencing skills to collaborate across different functions and teams to
• move forward on decisions and initiatives
• Ability to translate data and customer pain points into relevant actions for improvement
• Ask questions and challenge the status quo
• Excellent data analysis, pattern identification, and charting skills.
• Outstanding ability to empathizes with both customers and employees
• Ability to understand and identify the impact of changes in operational process to the customer experience
• Excellent organization and project management skills to keep track of follow up actions
• Good communication and presentation skills in English and Cantonese
• Fluency in Cantonese and reading/writing in Traditional Chinese is required
• Excellent command of Microsoft Office especially Excel and PowerPoint

Nice to Haves:

• Experience in Financial Services/ Insurance Industry
• Experience in any of the following functional areas:
  • Customer Experience
  • Customer Research
  • Project Management
  • Product Support Operations
On the job you will:

Work closely with the Senior Director of Customer Experience & Transformation to run the day to day of the Net Promoter System in three main areas:
Setting up Inner Loops
  • Work with CX & Transformation Team to identify customer and agent points of transaction to create inner loops
  • Work with Senior Director, CX & Transformation to create and set up tNPS (Transactional NPS) surveys
  • Co-create design and cadence for new inner loops, factoring in department structure, people and work cadence
  • Support in setting up inner loops by training and educating teams on Net Promotor System, their roles and responsibilities as members of inner loops
Managing, Coaching, and Monitoring the Impact of Inner Loops
  • Work with inner loop teams to ensure inner loop huddle run on a regular basis
  • Provide support and guidance to inner loops through coaching and development
  • Ensure all inner loop actions are documented and tracked for progress
  • Personally leverage and monitor dashboards for trends while also encouraging Inner Loop teams to use the tool
  • Work with inner loops to analyze data and ensure proposed solutions are sound and address root cause of issue
  • Manage the data reporting and charting for inner loops
  • Take regular measurement of internal employee NPS to keep track of their engagement and levels of empowerment to put customer first
Outer Loop Management and Support
  • Support team lead in the investigation, data and root cause analysis of more complex escalated CX issues
  • Support on-going reporting for Customer
Our commitment to you:
  • Our mission; to be a part of making Decisions Easier and Lives Better
  • A leadership team dedicated to your growth and success
  • A bold ambition and set of goals to be a leader in driving transformation in our industry
  • Our best. Every day
Learn more about opportunities with us at

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at .

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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