Director, Customer-Centricity – Transformation
Manulife
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • United States
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Salary
💰 $128,550 - $222,820 per year
Job Level
About the role
- Shape and implement a global strategy for CX process transformation
- Lead enterprise-wide initiatives to assess, streamline, and redesign core business processes
- Develop, document, and monitor standardized ways of working
- Oversee a dynamic portfolio of CX transformation programs and projects
- Act as a change agent, engaging and influencing executive sponsors and functional leaders
- Leverage customer insights, data analytics, and market research
- Champion the adoption of digital solutions and automation
- Establish and monitor KPIs for process performance and customer satisfaction
- Support talent development by leading workshops and knowledge-sharing sessions
Requirements
- Bachelor’s degree in business, process management, or related discipline
- At least 7 years of progressive experience in CX leadership, large-scale process transformation, or enterprise program management within insurance or financial services
- Proven track record of leading global, cross-functional transformation initiatives in a matrixed environment
- Expertise in process mapping, workflow standardization, customer journey design, and program/project management methodologies (Agile, Lean, Six Sigma)
- Strong executive presence with the ability to influence and inspire senior leaders
- Exceptional communication, stakeholder engagement, and change management skills
- Demonstrated experience with digital transformation, automation, and data-driven decision-making
Benefits
- Health insurance
- Dental insurance
- Mental health support
- Vision insurance
- Life insurance
- AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness programs
- Family assistance plans
- Retirement savings plans with employer matching contributions
- Employee financial education and counseling resources
- Generous paid time off including holidays, vacation, personal, and sick days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process mappingworkflow standardizationcustomer journey designprogram managementproject managementAgileLeanSix Sigmadata analyticsdigital transformation
Soft Skills
executive presenceinfluenceinspirecommunicationstakeholder engagementchange managementtalent developmentworkshop facilitationknowledge sharingcustomer insights