Director VOC and CX Insights

Manulife; Toronto; Hybrid; CAD 125,000 - 176,000; Full time

Job summary

A leading financial service provider in Toronto is seeking a CX and VOC leader. This pivotal role focuses on shaping customer experiences through data-driven insights, leading a team, and fostering collaboration across departments. The ideal candidate has over 10 years' experience in customer insights and a strong background in quantitative research. This position offers a competitive salary and flexible working conditions in a hybrid work environment, supporting a culture of diversity and inclusion.

Benefits

Health benefits

Wellness programs

Generous paid time off

Qualifications

• 10+ years in CX, VOC, or customer insights with 5+ years leading teams.
• Exceptional storytelling skills to humanize data and engage stakeholders.
• Experience in primary qualitative research methods.

Responsibilities

• Drive the continued evolution of the CX Insights craft within Manulife Canada.
• Translate research into actionable strategies and opportunity backlogs.
• Work with cross-functional leaders to enable journey orchestration.

Skills

Quantitative research skills

Storytelling skills

Stakeholder leadership

Experience in CX, VOC

Education

Bachelor's degree in research, business, data science

Master's or advanced degree

Job description

Are you ready to elevate digital experiences and lead a Voice of Customer (VOC) and Customer Experience (CX) Insights team in shaping exceptional user journeys? Reporting to the AVP CX Transformation and Service Design, this role combines strong CX/research leadership with hands-on enablement, ensuring quality research and VOC work moves beyond artifacts and workshops into actionable roadmaps and delivery priorities.

At Manulife, we are committed to becoming a digital-first organization and leading our industry in digital customer experiences. Alongside two director colleagues, you will co-create the vision and strategy for VOC and CX insights maturity, partnering to drive positive and customer-focused change across Manulife’s Canadian Division. As research evolves with emerging technologies, you will support and champion the team’s evolution and adoption of AI in insights generation and analysis.

You will lead the VOC and CX Insights craft across Canada businesses, co-creating with your Director level colleagues a practice supporting Journey Management and a research methodology that converts insights into tangible customer and business outcomes. You’ll guide a squad of CX researchers and analysts; partner closely with Product Design to concept and validate meaningful solutions; and collaborate with peer directors in Brand Insights and Service Design to link vision, evidence, and execution—bringing insights to action swiftly.

This is a highly collaborative role which requires excellence in both what and how you deliver work. The successful candidate will be confident in their strong quantitative research skills, a fair and flexible partner in a complex business environment, and enthusiastic about getting things done together. Resilience when tackling challenges and joy in collaboration are essential.

Position Responsibilities

• Drive the continued evolution of the VOC and CX Insights craft within Manulife Canada including defining and Operationalizing VOC and CX Insights Methodology

• Support an evolving Journey Management practice that continuously researches, measures, optimizes, and orchestrates end-to-end customer journeys across channels and operations.

• Enriching our research methodology—from discovery and framing to analysis, concepting, piloting, and scaled adoption—grounded in measurable outcomes and actionable insights.

• Champion, support, and drive adoption of AI to streamline research processes and elevate what the team can accomplish.

• Lead VOC and CX Insights Leadership & Standards

• Codify standards for research, quantitative analysis, customer feedback management, and measurement frameworks; steward research excellence alongside peer Directors in Brand Strategy and Service Design.

• Coach and grow CX researchers and analysts; institute critique rituals, mentoring, and learning pathways.

• Drive Insights to Action

• Translate research (quantitative and qualitative) into actionable strategies, opportunity backlogs, and solution concepts; ensure hypotheses are validated via experiments and pilots; anchor decisions in customer desirability and business viability.

• Champion data-informed CX insights and business case storytelling to help secure alignment and funding.

• Partner & Deliver

• Work with cross-functional leaders in operations, marketing, and AI to remove friction and enable journey orchestration at scale.

• Governance & Ways of Working

• Co-create, with your director colleagues, a framework for governance for journey ownership, backlog intake, prioritization, and outcome tracking.

Required Qualifications

• 10+ years in CX, VOC, or customer insights with 5+ years leading teams and practices in complex environments (financial services preferred).

• Bachelor's degree in research, business, data science or relevant field. Master's or advanced degree is a plus.

• Demonstrated expertise in quantitative research methods, survey design, data analysis, and evidence-based decision making.

• Exceptional storytelling skills—demonstrated ability to humanize data, champion the voice of the customer, and craft empathetic, insight‑driven narratives that resonate with stakeholders, influence decisions, and strengthen business cases.

• Proven track record translating insights into implemented solutions—from pilots to scaled adoption—across digital and operational channels.

• Strong stakeholder leadership; ability to influence senior leaders and align diverse teams around outcomes and metrics.

• Proven experience in or exposure to primary qualitative research methods.

Leadership Attributes

• An enthusiastic collaborator who loves building partnerships and helping organizations act in the customer’s best interest.

• Builder’s mindset; bias to action with disciplined measurement and a commitment to document and share.

• Systems thinker who can zoom out and in between macro strategy and micro-operations.

• Empathetic coach who elevates craft and creates psychological safety and engagement on the team.

• Clear communicator who can tell the story of change with data and human insight.

Preferred Qualifications

• Experience building business cases and conducting desirability, viability, and feasibility (DVF) analyses for and with business colleagues.

• Knowledge of and/or experience working in insurance or financial services is an asset.

• UX or Product Design experience or proven experience working alongside product designers is a plus.

• Comfort using research platforms, survey/analytics tools, and AI technologies for mixed methods insight generation.

• Curiosity and enthusiasm for learning and growing in AI-driven research practices.

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.

#LI-Hybrid

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 [e-mail] .

Referenced Salary Location

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$125,100.00 CAD - $175,100.00 CAD

Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con [e-mail] para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.