This role is responsible for driving the Net Promoter Score (tNPS/rNPS) and Voice of Customers (VOC) programs to deliver exceptional customer experience. By fostering a customer-centric mindset and behavior across the organization, the role contributes to building a competitive market position and driving business growth. **Position Responsibilities:** **1. NPS Implementation, Measurement & Reporting** + Lead the strategic development and execution of NPS and VOC programs, including data analysis, reporting, and insight generation across all levels of the organization. + Identify key customer experience trends from multiple internal and external VOC sources to inform business decisions. + Design and implement best-practice processes to manage and track NPS and VOC performance, ensuring alignment with business objectives. + Monitor NPS goals and coordinate with business units to drive improvement actions. + Collaborate with Regional Office to align measurement methodologies and reporting tools. + Work closely with local IT, Operations, and external vendors to execute measurement and reporting systems. + Manage and track Inner Loop and Outer Loop actions, continuously enhancing feedback mechanisms with relevant functions. + Produce market-specific reports and dashboards for leadership and stakeholders. **2. Customer Understanding through Research & Analysis** + Conduct in-depth customer analysis, surveys, interviews, and market research to uncover customer needs, behaviors, and pain points. + Perform both **primary** and **secondary research** to support customer-centric initiatives and strategic decision-making. + Translate research findings into actionable insights to improve customer experience and business performance. + Collaborate with cross-functional teams to ensure customer insights are embedded into product, service, and process improvements. **3. Customer Engagement and Activation** + Support initiatives to improve customer engagement and satisfaction through activation campaigns and internal communications. + Lead/Coordinate projects to build up NPS system, VOC program, Customer analytic initiatives…from technical PoV, and support data integration/ system understanding to project team. **Required Qualifications:** **Education & Experience** + Bachelor’s degree in Data Analytics, Statistics, Business Administration, Marketing, or related fields. + Minimum **8 years of experience** in data analytics, business insights, customer experience, customer analytic or related roles. **Technical Skills** + Proficient in **Power BI** and other data visualization tools. + Strong analytical skills with experience in data manipulation using **Excel** , **SQL** , **Python** . + Familiarity with **EDL (Enterprise Data Lake)** and **CAS (Customer Analytics System)** is a strong advantage. + Understanding of **Operational Processes (OP processes)** and how they impact customer experience. + Ability to synthesize complex data into actionable insights and present them effectively to senior stakeholders. **Soft Skills** + Strategic thinking with a strong customer-centric mindset. + Good communication, storytelling, and presentation skills, to share key results and insights to various audiences. + Strong cross-functional collaboration capabilities. + Ability to work independently and thrive in a fast-paced, dynamic environment **When you join our team:** + 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. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** En la oficina