Director, Customer-Centric Culture & Communications
Company 28 - Manulife (International) Limited • Hong Kong, Hong Kong
Role Description
As Director, Customer‑Centric Culture & Communications, you will play a pivotal role in embedding a customer‑first mindset and behaviors across the organization, while ensuring customers experience clear, empathetic and consistent communications.
This role offers the opportunities to lead:
Shaping how the organization thinks about customers and how it communicates with them with the new ways of working
Translating CX strategy, customer insights and experience design into cultural change, leadership behaviors and customer‑facing messaging
Driving customer-centricity program with HR, Corporate Communications & Business stakeholders to continue strengthen customer mindset & behaviors
Ensuring customer communications effectively support service delivery, change initiatives and customer confidence
Supporting change management planning and execution of initiatives and plans derived from the customer journey...