Senior Voice of Customer (VoC) Manager

At Manulife, our customers are at the heart of everything we do. The Wealth & Asset Management Asia Customer Experience team empowers the organization to address key challenges, remove customer irritants, and transform customer feedback into actionable insights that elevate customer experience while driving business value. We are now seeking a passionate and experienced Senior Voice of Customer (VoC) Manager to join our team.

As a Senior VoC Manager, you will leverage insights from multiple data sources to help Asia MIM leaders make informed decisions that improve customer journeys, processes, and service experiences. By uncovering unmet customer needs, you will inform the design of delightful experiences that enhance loyalty and improve our Net Promoter Score—one of our key organizational OKRs.

Position Responsibilities:

• Lead, facilitate, and drive end-to-end implementation of new NPS surveys, including design, testing, governance, and stakeholder alignment.

• Manage ongoing NPS program operations to ensure consistent methodology, touchpoint coverage, and alignment with global standards.

• Accelerate NPS system maturity by partnering with touchpoint owners and value stream teams to embed NPS into business rhythms and improvement cycles.

• Partner with the Customer Insights Enablement Manager to develop self-serve dashboards, reports, and analytics to track VoC insights, customer pain points, and NPS trends.

• Derive market-leading insights and provide actionable recommendations to channel, product, and business teams.

• Lead and operationalize the Asia CX Forum to prioritize customer irritants using data,NPS results align leaders around customer‑driven priorities, mobilize cross‑functional teams, and ensure disciplined, measurable execution of CX improvements.

• Collaborate with the Data team, and vendors on system enhancements, data pipelines, and VoC platform implementations (e.g. Medallia, Qualtrics, PowerBI).

• Support the ongoing development of VoC analytics capabilities, data models, and emerging analytical tools to diagnose issues and anticipate opportunities.

• Maintain strong working relationships with Global and Regional VoC/CX teams to ensure alignment with best practices.

• Represent local and regional needs while driving global-to-local capability deployment and knowledge sharing.

Required Qualifications:

• 8+ years of experience in Customer Experience, Customer Research & Insights, Digital Experience, Data Analytics, or Project Management

• Degree in Marketing, Business, Statistics, or a related field

• Understanding of Asia Retail & Retirement businesses such as pension schemes and investment products

• Self-starter with a strong desire to learn and adopt new tools

• Familiarity with customer feedback and research platforms (e.g., Medallia, Qualtrics, PowerBI)

• Strong analytical, problem-solving, and storytelling skills

• Experience interpreting large datasets (qualitative + quantitative) and translating insights into actionable recommendations

• Excellent communication and interpersonal skills; able to influence diverse stakeholders

• Comfortable with ambiguity and able to adapt to evolving business needs

• Strong judgment in issue identification and escalation

• Experience leading and managing customer experience programs such as NPS

• Proficient in spoken and written English and Cantonese

Preferred Qualifications:

• Experience designing and conducting customer or stakeholder interviews

• Working knowledge of data mining or advanced statistical techniques

• Advanced Excel; experience with programming/statistical tools is an asset

• Hands-on experience with Microsoft Power Platform (Power BI, Power Automate)

• Experience with digital analytics platforms (e.g., Adobe Analytics)

• Proficient in Mandarin

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.

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 [email protected].