Overview
Manager, Omni-Channel CX Jobs in Waterloo – Ontario at Manulife Insurance Malaysia
Title: Manager, Omni-Channel CX
Company: Manulife Insurance Malaysia
Location: Waterloo – Ontario
Category: Finance & Banking, Business
Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos activités. Pour nous aider à nous démarquer, nous vous aidons à progresser, parce que lorsque nos collègues sont en santé,respectés et vraiment valorisés, nous nous épanouissons tous.
Découvrez comment vous pouvez faire progresser votre carrière, avoir une influence et susciter un réel changement avec notre équipe gagnante dès aujourd’hui.
Semaine de travail comprimée
Hybride
Description d’emploi
Key Account abilities
1. Customer Journey Mapping:
Journey Mapping:Develop detailed customer journey maps and persona profiles for key segments and products, highlighting touch points, pain points, and opportunities for improvement; clarify “as-is” (status) where necessary and build “bridges” for rapid execution of improvements.
Implement customer journey mapping tools and techniques to visualize and analyze the end-to-end customer experience.
Identify gaps in our understanding of the bank experience to help us create a comprehensive, 360° view of these customer journeys
Measurement and Tracking
:
Establish KPIs to measure the impact of customer journey improvements at the bank, continuously monitor and track progress, adjusting as needed.
Monitor and analyze customer feedback across touch points and interaction to continuously optimize and refine customer journeys.
Collaboration:Collaborate with various teams, including distribution channels, marketing, operations, and technology, to define and implement CX improvement initiatives across all customer-facing touch points.
Empathetic storytelling:Engage both the head and heart of our leaders and teams, providing them the understanding they need to prioritize and accomplish our customer experience goals.
Make prioritized and compelling recommendations:Influence product roadmaps through compelling, data-driven storytelling and business cases, using operational, customer and financial data so outputs meet business needs and are strategically aligned.
Market Trends & Insights:Stayup-to-datewith industry trends, best practices, and emerging technologies related to customer experience. Leverage industry insights to facilitate workshops and discussions to engage stakeholders in improving the customer experience.
2. Cross Channel Process Optimization
Process Documentation:Document current processes and create detailed process maps to provide a clear understanding of workflow and dependencies.
Process Analysis:Evaluate existing business processes to identify areas of improvement, inefficiencies, and bottlenecks across our sales and service key channels (Advisor, Brokers, Digital, Contact Center, ATM, etc.)
ProcessOptimization:Develop a robust pipeline of strategicprocess improvementinitiatives across multiple Lines of Business and lead the implementation ofProcess Improvementand identify opportunities forprocess improvementand implement changes to enhance efficiency, reduce costs, and improve overall performance. Regularly review and refine processes based on feedback and performance metrics.
Collaboration:Work closely withcross-functional teamsto gather input, feedback, and insights to refine and optimize processes.
Business Casing:Proactively…
