Specialist, Customer Experience

2 weeks ago

Hanoi, Vietnam Manulife Full time

**_We are a _**_leading financial services provider committed to making decisions easier and lives better for our customers and _**_colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. _**_To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. _**

**Working Arrangement**

Hybrid

Job summary:
The primary role of the position is change management, change mindset of all level in the organization to focus on customer centricity, as well to build customer engagement by keeping in touch to deliver a more seamless and effortless customer experience across multiple channels. It is also to contribute to customer experience transformation and execution initiatives

**Duties**:

- Develop & execute local communications plan aligned line with internal customer centricity program & activities (ie: Customer First, customer centricity workshops, etc)
- Manage the delivery of the market’s NPS implementation roadmap
- Build & execute customer engagement & relations at 11 touchpoints in the year such as new year, teacher day, woman day, family day, mid-autumn festival, heart world day
- Create customer journey and contents for customer portfolio management at Onboarding, Maturity, Product launch, Anniversary and Unassigned customer management
- Admin support for customer immersion/insights
- Prepare customer promotion campaigns & work out with Vietnam Regulator for approval

**What motivates you?**
- You obsess about customers, listen, engage, and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Bachelor’s Degree in financial qualifications, marketing, business administration or related field
- Must have experience in Marketing & Communication in Financial industry, life insurance is preferred.
- Excellent at MS Office, MS Project
- Passionate about customers and delivering unsurpassed customer experience.
- Ability to view interactions from the customers’ perspective.
- Excellent communication, analytical and presentation skills.
- Enjoy working with others, be curious, challenge the norm and be nice.

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer

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