Manulife is seeking a Senior Voice of Customer (VoC) Manager for their Hong Kong location to enhance customer experience through insights derived from feedback and data analysis. The ideal candidate will have extensive experience in customer experience management, particularly with NPS programs, and strong analytical skills
Job Summary
Lead the end-to-end implementation and ongoing operations of new NPS surveys, ensuring consistent methodology and global alignment.
Derive market-leading insights from multiple data sources and provide actionable recommendations to channel, product, and business teams.
Collaborate with data teams and vendors on system enhancements, data pipelines, and VoC platform implementations to support analytics capabilities.
Matching Summary
Match Score: 85
Manulife is seeking a Senior Voice of Customer (VoC) Manager for their Hong Kong location to enhance customer experience through insights derived from feedback and data analysis. The ideal candidate will have extensive experience in customer experience management, particularly with NPS programs, and strong analytical skills.
Skills & Requirements
Must-have
NPS survey implementation and operations
Customer feedback analysis and insights
Actionable recommendations for business teams
CX Forum leadership and operationalization
VoC platform implementation and enhancement
Data analysis and reporting for customer insights
Nice-to-have
Self-starter with desire to learn new tools
Comfortable with ambiguity and evolving needs
Strong judgment in issue identification
Experience with digital analytics platforms
Key Requirements
8+ years of 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 leading customer experience programs like NPS
Proficient in spoken and written English and Cantonese