Customers are at the heart of everything we do, and having the right systems to understand feedback, using those systems to initiate action against customer pain points, and leveraging programs that promote wider adoption of a customer mandate are key. At Manulife, we measure the success of this team through the Net Promoter Score, as well as the business outcomes it enables.This is both a strategic and hands‑on position, responsible for helping Manulife achieve its customer objectives. The role will sit at the center of the Global Customer Centricity team, collaborating closely with the Director, Global Customer Centricity, focused on enabling the organization to think customer‑first. It is responsible for driving customer centricity by developing and delivering communications strategies related to our top strategic priorities and initiatives, anchored in driving our Digital Customer leader objectives.Key ResponsibilitiesBring Customer Stories to the Organization: Build a robust framework to highlight the impact we are having on our Customer’s lives, including how internal colleagues help deliver that impact through their respective roles. Create engaging content, programs, and tactics that drive audience engagement. Source, create, and maintain a steady stream of customer stories for the organization.Communicate the Value of Customer Experience Initiatives: Bring stories to the organization which highlight the business benefits of customer experience initiatives and leverage impactful storytelling to drive cultural transformation toward customer‑centric goals.Collaborate and Build: Work closely with Segment and Global Communications to ensure consistent messaging, positioning, and language, creating a unified voice of the customer. Ensure colleagues are connected to our customer mission, understand our strategy and their role in it, take pride in our products and services, and are engaged in our customer‑focused culture.Lead Cultural Change: Support the global culture change program, including project coordination/management and execution.



Champion a global culture shift to prioritize customer‑first thinking across all levels of the organization, including executives and business heads.Required QualificationsBachelor’s degree required in Business, Marketing, Communications, Journalism, or related field.4+ years of experience in a rapid‑paced workplace such as management consulting, internal/corporate communications, digital/technology consulting, internal strategy, customer experience, or other professional services.Solid writing and storytelling skills, with the ability to simplify complex issues.Experience across multiple internal/corporate communications areas (e.G., strategy communication, transformation messaging, engagement, people, culture, and brand).Ability to balance multiple projects and priorities within reasonable timelines.Excellent verbal and written communication skills with the ability to influence, negotiate, and build consensus effectively.Ability to develop compelling materials using a variety of mediums, including PowerPoint.High degree of comfort working in an environment of transformation, where change is constant.Solid attention to detail.Innovative, creative and proactive self‑starter with a sense of urgency.Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy.Preferred QualificationsExperience supporting large‑scale programs or initiatives in an organization.International experience or experience working across a global organization.Previous work in advertising or creative agency.External communications and thought leadership experience.Experience interviewing.Skills in graphic design.Proficiency in video storyboarding and creative services.Familiarity with Adobe or other creative software (e.G.,



Photoshop, Illustrator, Premiere).Beyond RequirementsExcited about changing an organization and being part of a strong team.Strong sense of ownership, accountability, and pride in work.Analytical, structured thinker who can easily organize various inputs.Outcome‑orientation with a spark for solving problems.Comfortable coordinating and working with various stakeholders in a highly cross‑functional environment and agile team structure.Experience leading projects and working in a project‑based environment.When you join our teamAs part of our global team, we’ll support you in shaping the future you want to see.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.Working ArrangementHybridSalary and BenefitsSalary range: $92,900.00 CAD – $142,900.00 CAD, subject to local market conditions and relevant job‑related factors.Eligibility for incentive programs tied to business and individual performance.Comprehensive benefits including health, dental, mental health, vision, disability, life insurance, adoption/surrogacy, wellness, and employee/family assistance plans.Retirement savings plans (including pension and a global share ownership plan with employer matching contributions).Paid time off program in Canada including holidays, vacation, personal, and sick days, and statutory leave of absence.Equal Opportunity EmployerManulife is an Equal Opportunity Employer. We embrace our diversity and commit to fair recruitment, retention, advancement and compensation, without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other protected ground. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.#J-18808-Ljbffr

📌 Manager, Customer Centricity (Old Toronto) - C$92,900 - C$142,900 A Year (Winnipeg)
🏢 Manulife
📍 Winnipeg