Director, lead product owner, global customer centricity

As the Director, Lead Product Owner, Global Customer Centricity, you will spearhead the vision, development, and execution of the VOC (VOICE) program. This cutting-edge platform is designed to capture and analyze customer insights in near real-time at scale, providing strategic direction to enhance customer satisfaction and drive business improvement. You will collaborate with cross-functional teams to ensure the successful implementation and continuous improvement of the tool, aligning with Manulife’s commitment to customer-centric innovation.

Position Responsibilities:

• Develop and communicate a clear vision and strategy for the VOC program/tools, aligning with Manulife’s global customer-centric objectives. Oversee the design, development, and deployment of the VOC tools, ensuring they meet business needs and customer expectations.
• Ensure the product roadmap considers and gels with concurrent enterprise data, analytics, marketing, and business initiatives; understanding dependencies and flagging risks.
• Drive value through the use of the tool within our business community. Identify opportunities to leverage the VOC tool to enhance customer experience and drive business outcomes.
• Manage a cross-functional team to develop and implement the vision for the VOICE program globally. Foster a culture of innovation and continuous improvement within the team.
• Work closely with Advanced Analytics and Data Office partners representing the Customer Centricity team and delivering products against the VOC (Voice of Customer) roadmap.
• Engage with business stakeholders across the organization to gather requirements, communicate progress, and ensure alignment with organizational goals. Present findings and strategic recommendations to senior leadership.
• Partner with Asia teams to expand solutions implemented in North America, embracing reusable solutions and accelerating delivery in Asia.
• Establish and assess key performance indicators (KPIs) to measure the success and impact of the VOC program/tool. Regularly assess the tool’s performance, making adjustments as necessary to meet objectives.
• Mentor and provide guidance to junior team members, fostering a culture of continuous learning and improvement.
• Stay abreast of industry trends and advancements to continuously enhance our product.

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Data Science, or related field; MBA or relevant advanced degree preferred.
• Proven expertise in developing and scaling data analytics & customer insights products, with 10+ years of experience in these areas.
• A solid track record of solving sophisticated business challenges; successfully delivering product solutions aligned with business goals with clear value delivered.
• Outstanding communication skills, including the ability to effectively communicate sophisticated concepts to technical and non-technical partners across analyst to SVP+.
• Demonstrated experience leading cross-functional teams and managing complex projects.
• Strong understanding of customer experience principles and voice of customer methodologies.
• Familiarity with advanced data analytics tools and techniques.
• Excellent analytical, strategic thinking, and problem-solving skills.
• Passion for innovation and a deep commitment to enhancing customer experiences.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.