**Job Overview:** The customer is the focus of everything we do, and over a million end users rely on our products daily. We believe in the value of customer voice to ensure we solve the right critical problems for our business, which is why we need a self-motivated Customer Insights Manager. This role requires a highly motivated individual who has a passion for understanding customer needs and translating data into actionable insights. The incumbent will report to the Head of Customer Insights to design, execute, manage, and analyze findings from qualitative and quantitative research studies that could be run internally or with the help of external research suppliers. The Customer Insights Manager will use their creative and analytical mind to drive and influence business actions by synthesizing results across studies and/or combining them with internal customer data. They will work alongside colleagues with CX and HCD expertise, collaborating to bring the voice of the customer and agents to support the creation of human-centred and innovative products, services, and experiences. **Core Responsibilities:** **• Customer Centricity Culture:** Drive and promote a customer-centric culture within the organization, ensuring that customer insights are at the heart of decision-making processes. **• Customer Panel Management:** Manage and maintain a customer panel for ongoing feedback and engagement, ensuring a continuous flow of customer insights. **• Customer Stories:** Develop and share compelling customer stories that support company branding and highlight the impact of customer-centric initiatives for both internal and external useage. **• Insight Generation:** Extract actionable insights from customer data to inform business strategies and improve customer experiences. **• Insight Delivery:** Deliver insights to various business units, ensuring that findings are actionable and aligned with business goals. **Strategic Marketing Culture:** **• Strategic Marketing Planning:** Collaborate with the marketing team to integrate customer insights into strategic marketing plans, ensuring alignment with customer needs and preferences. **• Team Engagement:** Utilize surveys and other engagement tools to gather feedback from the marketing team, identifying pain points and areas for improvement. **• Action Planning:** Develop and implement action plans based on team feedback to enhance marketing strategies and team performance. **• Survey Utilization:** Design and deploy surveys to measure team engagement and effectiveness, mirroring the approach used for customer insights. **• Continuous Improvement:** Foster a culture of continuous improvement within the marketing team by regularly reviewing and acting on survey results and feedback. **Details:** **Insights Delivery:** • Consult with project stakeholders to understand problem statements. Based on agreed parameters, recommend research or Advanced Analytics team collaboration to address the business questions to inform decisions within the timeframe, under a Human Centred Design (HCD) approach. • Support research projects from inception to completion in-house: writing proposals, drafting discussion guides/questionnaires, and working with a research agency to arrange recruitment and interviews/focus groups/usability test moderation. Play a driving role in report development, and presenting the findings to internal stakeholders. • Engage customers/agents/consumers directly through qualitative and usability research, with occasional quantitative support on a needs basis. • Develop a deep understanding of customers/agents/users by framing their preferences, feedback, and behavior in the context of their mindset, needs, and journeys. • Sourcing and select research suppliers, working with them to use the best- in- class and cost- effective solutions for insight discovery and ensure high-quality outputs are produced by vendor partners. **Practice and Collaboration:** • Explore new research methodologies/techniques or vendors to partner with. • Provide support to local teams and ensure research findings are being interpreted accurately and correctly. • Collaborate with our Strategy team and Brand, Content & Propositions team to support segmentation studies and the development of customer personas to support journey mapping for Manulife Customers. • Promote a customer-centric mindset within the organization. **Support Strategic Business Decisions:** • Ensure that internal stakeholders understand the implications of research results and advise the business community to implement improvements. • Conduct regular communication roadshows to ensure relevant groups and employees are well aware of current progress and future plans. **Drive Actions Based on Insights:** • Collaborate with the Regional CX & Transformation team to set up rNPS surveys, provide insight analysis and understand sentiment, delivering bi-annual reports with actionable insights; communicate with key stakeholders to align actions and follow up on action progress – collaborating with CX colleagues where change support is required. • Work within the Customer Experience team to deliver actionable insights from tNPS monthly reporting and supporting recommendations for different BUs, project/product owners, value stream transformation squads, etc. • Work with different internal stakeholders to propose changes to current practices to improve customer experience. • Collaborate with the Regional CX & Transformation team to leverage thought leadership research for PR, agent content, customer comms, and value proposition development. • Make recommendations that will assist in driving strategic product and marketing efforts. **■Accountabilities (Individual / Shared):** **Individual Accountabilities:** • rNPS • Research delivery and impact 　　o Oversee research studies/surveys (logistics of survey, questionnaire design, collaboration with internal users, etc.) 　　 o Research on competitive information 　　 o Reports and presentation of results **Key Shared Accountabilities:** 　• Roadmap of studies for the year • Management of Online Insight Community • Generation of actionable insights derived from the results of the study • Digital KPIs – e.g., Digital Platform active rates and service adoption • Employee Customer Centricity measures • tNPS **■Knowledge/Skills/Competencies/Education:** **Technical** • Good data analysis, pattern identification, data visualization, charting, and storytelling skills. • Ability to translate data and customer/agent pain points into concrete recommendations and relevant actions for improvement. • Ability to understand and identify the impact of changes in operational processes on the customer experience. • Highly motivated with experience managing projects under tight timelines. • Excellent project management skills. • Excellent negotiation skills. • Experienced in Excel, Word, and PowerPoint. 　• Highly developed communication and relationship skills **Certification** • Bachelor’s degree or above in marketing, communications, applied mathematics, statistics, economics, business, or social sciences. **Communication** • Ask questions and productively challenge the status quo. • Effective, persuasive, ‘storytelling’ communication skills required, with the ability to communicate across all hierarchies and levels of an organization. • Excellent command of spoken and written Japanese, with English proficiency an advantage. **Collaboration:** • A positive disposition and ability to relate well with others, possessing high levels of empathy. • Results-oriented, with a can• do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives. • Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations. **Nice to Haves:** • Experience in Financial Services/Insurance Industry. • Client-side experience. • Design Thinking (Human- centered design) capabilities. • Designing/facilitating internal/consumer workshops (co- creation, brainstorming, etc.). • Journey mapping experience. • Familiarity with Net Promoter System a plus. • Experience in any of the following functional areas: 　　o Customer Experience 　　o Project Management 　　o Call Centre/Customer Support Operations 　　o Product Support Operations **About Manulife and John Hancock** Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html . **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 recruitment@manulife.com . **Working Arrangement** Hybrid