Senior Voice Of Customer (voc) Manager

Manulife Financial Inc

Hong Kong, Hong Kong
Hybrid
Lead nps survey implementation
Manage nps program operations
Develop self-serve dashboards
Manulife Financial Inc. is seeking a Senior Voice of Customer (VoC) Manager to join their Wealth & Asset Management Asia Customer Experience team in Hong Kong. The ideal candidate will have extensive experience in customer experience management and data analytics to drive improvements in customer journeys and enhance business value

Job Summary

  • Leverage insights from multiple data sources to help Asia MIM leaders make informed decisions that improve customer journeys, processes, and service experiences.
  • Lead, facilitate, and drive end-to-end implementation of new NPS surveys, including design, testing, governance, and stakeholder alignment.
  • We’ll empower you to learn and grow the career you want, recognize and support you in a flexible environment where well-being and inclusion are more than just words.

Matching Summary

Match Score: 85

Manulife Financial Inc. is seeking a Senior Voice of Customer (VoC) Manager to join their Wealth & Asset Management Asia Customer Experience team in Hong Kong. The ideal candidate will have extensive experience in customer experience management and data analytics to drive improvements in customer journeys and enhance business value.

Skills & Requirements

Must-have

  • Lead NPS survey implementation
  • Manage NPS program operations
  • Develop self-serve dashboards
  • Provide actionable recommendations
  • Operationalize CX Forum
  • Collaborate on VoC platform enhancements
  • Maintain global/regional alignment

Nice-to-have

  • Self-starter with desire to learn
  • Comfortable with ambiguity
  • Strong judgment in issue identification

Key Requirements

  • 8+ years experience in CX, research, analytics, or project management
  • Degree in Marketing, Business, Statistics, or related field
  • Understanding of Asia Retail & Retirement businesses
  • Familiarity with Medallia, Qualtrics, PowerBI
  • Experience interpreting qualitative and quantitative data
  • Experience leading customer experience programs like NPS
  • Proficient in English and Cantonese

Work Rights

Not specified

Tailored Resume

Cover Letter