Manulife Bank is seeking a strategic and data-driven Manager of CX Performance & Strategy to lead cross-functional alignment on customer experience across the Bank. This role is central to shaping and embedding a customer-centric culture, driving measurable improvements in transactional and relationship Net Promoter Scores ( tNPS and rNPS ), and ensuring our advisor, broker, and customer experiences are best-in-class. You will lead the CX mandate, establish and maintain benchmarks for CX within the Bank, and collaborate with partners across Contact Centre, Operations, Segment CX, Product, Sales, and Digital to identify and resolve experience irritants. You are a natural connector, able to translate insights into compelling narratives that influence decision-making and lead change.

INSIGHTS & EXPERIENCE OPTIMIZATION

• Analyze large datasets and customer feedback (verbatims, usability studies, NPS) to identify trends, difficulties, and opportunities.
• Connect friction points from customer journeys across channels and partner on solutions that simplify and enhance experiences.
• Build and evolve the way we integrate customer and advisor irritants using VOICE, ensuring feedback is systematically captured, categorized, and actioned.
• Manage JIRA boards and intake tools to supervise, prioritize, and communicate progress on experience improvements, ensuring visibility and accountability across teams.
• Collaborate with team members to improve tNPS and rNPS , using insights to guide prioritization and investment.

REQUIRED QUALIFICATIONS:

• 5-7 years of experience driving CX strategy and improving experiences across channels (Digital, Contact Center, Advisor, etc.), leveraging data and working collaboratively with teams across the organization
• High attention to detail to ensure accuracy in data analysis, reporting, and implementation of customer experience irritant resolution. Strong Excel skills and proficiency in data analytics tools (i.e. VOICE, Power BI).
• Exceptional stakeholder management skills, capable of collaborating with multiple partners to clearly convey progress, next steps, and challenges/roadblocks
• Excellent communication and storytelling abilities, translating data into compelling narratives, including the ability to present findings and recommendations to diverse and senior leadership.
• Recognized as a great teammate who effectively collaborates within a team setting, contributing to shared objectives and supporting teammates. This includes flexibility, cooperation, and a positive attitude towards teamwork.
• Proficient in agile methodologies/tools (i.e. JIRA) to deliver value in a fast-paced, matrixed environment.