Head of CXT

Responsibilities Customer Advocacy (NPS) Working with EMT, Outer Loops, Inner Loops, HR & other stakeholders Integrate customer lens into corporate planning process. Drive EMT to continuously uplift behavior and modelling Embed employee-focused initiatives ( recruitment, hiring, quality assessment, etc.) with HR Run monthly Outer Loops & ensure actions are executed. Perform strategic, root cause analysis to support Inner Loops and others. Coordinate across different prototypes working with each champion. Collaborate with RO Team to define & manage market's NPS implementation roadmap. Select local prototype champions and teams to launch more inner loops. Continuous training to NPS Practitioners within market Develop NPS localmunications plan to uplift employee knowledge and instill change. Customer Experience Journey mapping for Manulife Customer to create high engagement with customer Create and develop campaign related to new initiatives, new services to customers aligned with VOC from NPS Verbatim to increase CX and NPS score To support and collaborate with related function/department for new initiatives related to customer to ensure the initiatives will help the customer, increase their engagement and experience with us. (Include UI/UX research, Survey/FGD to customer/agent and Customer Journey) Customer Insight/Research To create standardization in the Research process, collaborate to share the knowledge and encourage related departments in implementing Customer Research To showcase the value of Customer Research in strategic initiatives and helping the organization understand better the Design-Thinking principles ( what value customer/user input brings, why it is important, how it connects to business goal) Collaborate with RO for initiated customer insights/study. How will you create impact? The Head of CX is responsible for meeting/exceeding Tier 1 and 2 KPIs for the Digital and Customer pillar. In this role, they will continually scan for innovative and cost effective emerging methods, process, and technologies to ensure that KPIs are met. 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 oues. 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 or Master degree in Business, Economic, Management, Engineering or related field (or significant equivalent experience). Demonstrated track record of successfully managing teams and working through transformations. Experience leading projects with cross-functional teams. Excellentmunication, leadership, problem-solving and analytical skills. Strong written and verbalmunication skills both in English and Bahasa. Ability to organize and manage multiple priorities and detailed oriented. Min 10 years of working experience in Insurance industry and having CX/UX knowledge What can we offer you? Apetitive 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. Ourmitment to you Values-first cultureWe lead with our Values every day and bring them to life together. Boundless opportunityWe create opportunities to learn and grow at every stage of your career. Continuous innovationWe 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 CitizenshipWe 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 $ trillion (US$ trillion) in assets under management and administration, including total invested assets of $ trillion (US $ trillion), and segregated funds net assets of $ trillion (US$ 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 aremitted to fair recruitment, retention, advancement andpensation, 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 amodation during the application process. All information shared during the amodation 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 amodation in the application process, contact recruitment@manulife. Job ID JR24020740