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The Director, Customer Experience plays a pivotal role in enhancing customer satisfaction, loyalty, and advocacy within Manulife Life Insurance Company, Singapore (MLS).

• Lead the detailed solutioning of must win experiences in collaboration with local and regional stakeholders.
• Optimize existing NPS operations, governance and reporting while driving continuous improvement for rNPS and tNPS for all episodes.
• Champion a data-driven approach to influence business decisions by correlating customer and distributor experience data to other internal data to create actionable insights.
• Demonstrate collaboration and influencing skills to embed customer centricity across key functions within MLS
• Collaborate on key digitization initiatives to create alignment across teams to deliver on an enhanced omnichannel customer experience.
• Support customer / distributor immersion activities to achieve best business outcome and track delivery of ROI.
• Stay current with industry trends and local regulatory requirements affecting customer lifecycles and make necessary improvements to customer journey to maintain a competitive edge.

• 7 – 10 years of working experience in related field
• Proven and progressive experience in customer experience or insights roles, preferably in a highly regulated industry
• Understanding of statistical methods to facilitate targeting, segmentation, revenue generation, retention and marketing campaigns
• Analytical mindset with the ability to translate data into actionable insights
• Experience of managing and delivering results with third party vendors
• Experience with customer experience management software and tools
• Experience working with Agile methods
• Excellent communication, influencing, presentation, and interpersonal skills
• Quick learner: Must be able to quickly gain a high level understanding of the technical and business domains of the teams within MLS to provide a shared service