Manulife is proudly one of Canada’s largest and longest-serving providers of Group Benefits, and today our GB business serves millions of Canadian workers and their families, and more than 27,000 companies coast-to-coast, including some of our nation’s most iconic brands. Our goal is to help our customers live better, healthier lives, and build strong, engaged organizations. Our award-winning Group Benefits Marketing team plays a leading role in telling our story in the market, engaging with our customers, and delivering innovative digital marketing to promote differentiated health and wellness benefits, services and experiences.
Reporting to the Director, Digital Marketing, Group Benefits Marketing , the CX Content & Communications Manager will strategize, develop and execute digital customer content and communications, with a goal to ensuring customers engage with and receive clear, timely and effective information that enhances their experience. The CX Content & Communications Manager will play a key role in transforming complex servicing and transactional content into engaging, easy-to-understand content and communications that empower members to self-serve, adopt digital solutions, and navigate their benefits confidently. We’re looking for a seasoned content specialist with experience in UX writing, digital content and multi-channel communications, who brings a flexible mindset, demonstrated ability to multi-task, and curiosity to dig in, learn, and help us improve our customer experiences. The ideal candidate is a self-starter with a diverse skillset who is ready to work collaboratively.

QUALIFICATIONS:

• University or college study in marketing, communications, content, media, or related field
• 8 - 10+ years of experience in content, communications and/or marketing
• Strong communication and interpersonal skills, including ability to translate complex technical issues into easy-to-understand information
• Experience managing and deploying communications, including experience effectively partnering with data/digital/other stakeholder teams (e.g. SEO) through the deployment process
• Familiarity with SEO best practices and how to write for both users and search engines
• Experience using AI tools to support content development, ideation, editing, and/or workflow automation. Familiarity with generative AI platforms is a strong asset.
• Ability to analyze data and metrics to optimize campaigns and measure effectiveness
• Ability to develop and implement strategies aligned with business objectives and target audience needs
• Excellent writing, self-editing and research skills
• Proficient in Microsoft Office (PowerPoint, Word, Excel and Teams)
• Experience in benefits, health or insurance is an asset
• French is an asset

• Collaborate with our Group Benefits product and operations teams to create a variety of customer content, communications, marketing and campaign material, with a focus on customer-facing content to enhance experiences
• Provide content expertise for UX solutions across a variety of digital channels, including web and mobile
• Collaborate with operations, HCD/UX, and digital teams to ensure messaging is aligned, consistent and optimized
• Write, edit and deliver high-quality omni-channel marketing collateral as required
• Project manage a variety of content and customer communication initiatives, including prioritization, stakeholder alignment and execution tracking
• Champion our member experience by ensuring all communications are clear, empathetic, and aligned with our brand voice
• Collaborate closely with our creative agency to ideate, conceptualize, and craft innovative and impactful creative concepts and designs as appropriate
• Collaborate with stakeholders to measure campaigns and report on program effectiveness
• Support GB Marketing event and enablement activities as appropriate