Customer Experience Manager

We are seeking a Go-to-Market (GTM)-focused Customer Experience (CX) Manager to join our Digital Performance & Customer Experience team. In this role, you will execute CX strategies across business lines, advancing market entry and expansion strategies through the GTM operating model. You will act as the CX lead in a GTM agile squad consisting of Sales, Marketing, and Product professionals, delivering scalable and sustainable growth outcomes.

Reporting to the Director, CX & GTM Strategy, the ideal candidate is customer-centric, adaptable, and skilled in agile project management within the banking sector, with experience in the advisor and broker ecosystem.

Position Responsibilities

• Collaborate with Sales, Marketing, and Product teams to shape the GTM strategy, define goals, and operating model.
• Ensure smooth execution of GTM plans by managing communication, delivery, resolving issues, and guiding change management efforts.
• Monitor the impact of GTM activities on customer adoption, sales, and retention, refining strategies based on performance insights.
• Gather actionable insights through customer feedback channels (e.g., surveys, NPS) to track satisfaction and identify risks and opportunities.
• Analyze advise segment customer insights and competitor trends to identify emerging opportunities and risks, shaping CX improvements.
• Develop and maintain detailed CX roadmaps and journey maps to enhance customer experiences across the board.
  
  

Required Qualifications

• 5+ years of experience in CX, GTM enablement, or project management within financial services or a related sector
• Post-secondary education required
• Strong knowledge of agile B2B project management and experience applying agile principles to CX improvements.
• Familiarity with banking products (e.g., residential lending, specialized lending, retail products).
• Experience with independent financial advisors or the broker channel
  
  

Preferred Qualifications

• Strong data interpretation skills with the ability to make data-driven decisions.
• Ability to lead teams, manage stakeholders, and drive execution in a matrix environment with strong communication skills to convey ideas to both technical and non-technical stakeholders.
• Proven ability to analyze and forecast revenue impact, with a strong focus on implementing strategies that achieve measurable growth and maximize profitability.
  
  

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].

Primary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$86,250.00 CAD - $155,250.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.