We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

　　Working Arrangement

　　Hybrid

　　Job Description

　　The opportunity

　　The NPS and Experience Design Manager is countable for managing the overall Customer Experience in accordance with the Net Promoter System and Human-Centered Design (HCD) principles. Specifically, he/she is accountable for designing customer or distributor journeys that takes into account the different touchpoints and interactions users will interact with. He/she is also expected to help drive the Net Promoter Score by assisting the different business units and projects teams to improve the customer experience.

　　Responsibilities

　　Maintain Customer and Distributor Journey inventory.

　　Develop and/or Review customer and distributor journeys from across different channels.

　　Develop and/or Review internal processes and activities that may be customer facing or has imminent impact to the customer.

　　Design initiatives and workshops with HCD principles and aligned with Customer or distributor needs.

　　Maintain upward trend of NPS Scores

　　Generation of actionable insights derived from the results of NPS and CSAT surveys and other in sighting activities.

　　Manage the Net Promoter System

　　How will you create impact?

　　The role is an individual contributor that supports the Head of NPS & Experience Design as well as the head of Experience Design & Customer Engagement of Manulife Philippines

　　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

　　Bachelor’s degree holder

　　Minimum of 5 years work experience in the related field

　　Strong communication skills, both verbal and written

　　Ability to articulate findings to different audiences

　　Ability to work independently with minimal supervision

　　Excellent negotiation skills

　　Project management skills

　　Able to collaborate in cross functional and cross-cultural teams

　　Ability to interact with senior leaders confidently

　　Should have the ability to execute plans excellently

　　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 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 InclusionWe 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 $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 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 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 .