Director / Senior Director, Customer Experience & Transformation
Hong Kong, HK

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The cornerstone of Manulife Hong Kong’s CX strategy is the Net Promoter System (NPS) with nine touchpoints which serves as a listening post for customers and agents.

Today Manulife listens to customer and agents through surveys, customer and agent calls and through direct interactions in the customer service counters and agents.

With the quantitative and qualitative feedback received, it allows us to understand what our customers are doing, thinking and feeling to identify pain points and aspirations.

Inner Loops are where the operations teams receive this feedback, empathize, escalate and take action as part of their daily work thereby creating a culture change of fact-based decision making, empathy and putting customers first.

Inevitably there will be issues that inner loop teams cannot resolve or address. The Outer Loop then serves a critical role in escalating issues rapidly and frequently to the highest levels of the organization to review, discuss and action.

The Director / Senior Director of Customer Experience (CX) & Transformation is a senior member of the team that overseas, leads the implementation, management and continued growth of the Manulife Hong Kong Net Promoter System (NPS).

Through NPS, this CX leader will play an important role in helping Manulife Hong Kong achieve its bold ambition to become a digital customer centric market leader by building capabilities to drive customer obsession leading business outcomes in the following areas :

Customer Listening and Measurement

  • Based on a clear understanding of Manulife Hong Kong’s business strategy and Must Win Priorities, identify the right touch points to set up a regular customer listening post through an NPS Inner Loop.
  • Work with the Data and Insights arm of the CX & Transformation team to design the appropriate customer listening tools surveys, customer and agent calls and feedback through the customer service counter to capture quantitative and qualitative feedback.
  • Work with IT, the team lead of that customer / agent transaction and the Customer Relations and Contact Centre teams to set up the listening tools.
  • Identify the right KPIs to quantify the quality of experiences and their link to the company’s overall metrics.
  • Work with Analytics and IT to develop and build dashboards to track and visualize the data.
  • Empathy and Customer Obsessed Culture

  • Build capabilities throughout the organization to empathize with the customer by creating frameworks, tools and protocols to know the customer.
  • Working closely with teams to build the new habit of customer empathy through training and coaching to put customer first.
  • Working with the culture and change management arm of the CX & Transformation team to reinforce the customer obsessed culture through awareness, education and celebration.
  • Fact-Based Decision Making, Escalation and Prioritization

  • Leverage the NPS infrastructure to build Fact-Based Decision-Making capabilities throughout the organization.
  • Use NPS, Operations, Customer and Agent data to create a clear picture of the current state and drive decisions on prioritized actions.
  • Lead the investigation, data and root cause analysis of more complex escalated CX issues and present and make recommendations on prioritized actions at the NPS Steering Committee.
  • Manage the monthly Insurance and MPF NPS Steering Committee meetings and agendas, where CX progress and escalated issues are reviewed and discussed by key members of the Manulife Hong Kong Senior Management Teams.
  • CX Design

  • As customer and agent pain points are discovered and analyzed, work with teams to design new CX experiences based on quantitative and qualitative customer research and insights.
  • Work with front line teams where appropriate through the discipline and practices of Human Centered Design to create new CX experiences.
  • Enablement through the Customer Centre of Expertise (COE)

  • The Customer Centre of Expertise is a group of CX subject matter experts representing different CX disciplines. The Director / Senior Director of CX & Transformation will be a senior member of the Customer COE.
  • Through the Customer COE and owner of the NPS program, work with front line and operations teams with the training, information and tools to help execute their part of the customer experience.
  • With the Customer COE, help introduce and build disciplines and practices in implementing Manulife’s global Human Centered Design approach.
  • Develop the credibility as a key CX leader in the organization to be an advisor and thought leader to drive customer obsession in Manulife Hong Kong.
  • The Director / Senior Director of CX & Transformation is part of the leadership team and will manage 1 2 other members of the team and considered a key CX leader in the Manulife Hong Kong organization.

    CX & Transformation Leadership

  • Contribute towards Manulife Hong Kong’s overall CX and Transformation Strategy.
  • Work on strategic CX projects leading different components as needed.
  • Build a close working relationship with teams in Operations, IT, Product & Health, Distribution and Legal & Compliance.
  • Contribute towards the people leadership, strategy and engagement of the CX & Transformation team.
  • Knowledge / Skills / Competencies / Education :

    An experienced data driven problem solver who is hungry, curious and not afraid to think out of the box and try new things.

  • Understand and appreciate use of customer analytics. Ideally experience in synthesizing findings in external and internal data to drive insights.
  • Strong business acumen with an aptitude for strategic, critical and analytical thinking.
  • Collaborative. Can work across different lines of businesses by listening, consulting and taking into account the needs of multiple groups before forming a decision.
  • Excellent organization and prioritization skills.
  • Can work effectively within a matrix.
  • Can lead, manage, advise and guide peer teams in functions and businesses as a subject matter expert.
  • Solid exposure in consumer insight and analysis.
  • Strong people and influencing skills. Experience in developing and managing effective business partnership.
  • Ability to effectively communicate to varying audiences ranging from executives to front line employees.
  • Good communication and presentation skills in English and Cantonese.
  • Cantonese language written and spoken fluency is preferred
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    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 Canada, Asia, 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 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

    As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.

    4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.

    We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.


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