FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience (CX) insights, journey management, and quantitative research methodologies. Proven ability to translate data into actionable strategies and lead teams in complex environments while championing the voice of the customer.
Highest-signal resume keywords
10+ Years In CXQuantitative Research MethodsStakeholder LeadershipData AnalysisAI-Driven Research Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer InsightJourney ManagementSurvey DesignEvidence-Based Decision MakingData AnalysisResearch MethodologyStorytellingBusiness Case DevelopmentQualitative Research MethodsFeasibility Analysis
Soft Skills
Exceptional Storytelling SkillsAbility To Influence Senior LeadersCoaching And Mentoring
Tools & Technologies
Research PlatformsSurvey ToolsAnalytics ToolsAI Technologies
Industry Keywords
InsuranceFinancial ServicesUX DesignProduct Design
About the role
Key responsibilities & impact- Drive the continued development of VOC and CX Insights within Manulife Canada, including activation, measurement, and storytelling
- Support Journey Management by researching, measuring, optimizing, and orchestrating end-to-end customer journeys across channels and operations
- Enrich research methodology from discovery and framing through analysis, concepting, piloting, and scaled adoption
- Champion and drive adoption of AI to streamline research processes and improve insights generation and analysis
- Lead VOC and CX Insights standards, including 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 through critique rituals, mentoring, and learning pathways
- Translate quantitative and qualitative research into actionable strategies, opportunity backlogs, and solution concepts
- Ensure hypotheses are validated through experiments and pilots
- Develop data-informed CX insights and business case storytelling to secure alignment and funding
- Partner with leaders in operations, marketing, and AI to enable journey orchestration at scale
- Co-create governance for journey ownership, backlog intake, prioritization, and outcome tracking
Requirements
What you’ll need- 10+ years in CX, customer insight, and journey management
- 5+ years leading teams and practices in complex environments
- Bachelor's degree in research, business, data science or relevant field
- Demonstrated expertise in quantitative research methods, survey design, data analysis, and evidence-based decision making
- Exceptional storytelling skills and ability to humanize data and champion the voice of the customer
- Proven track record translating insights into implemented solutions from pilots to scaled adoption
- Strong stakeholder leadership and ability to influence senior leaders
- Proven experience in or exposure to primary qualitative research methods
- Experience building business cases and conducting desirability, viability, and feasibility analyses is preferred
- Knowledge of insurance or financial services is an asset
- UX or Product Design experience is a plus
- Comfort using research platforms, survey/analytics tools, and AI technologies for mixed methods insight generation
- Curiosity and enthusiasm for AI-driven research practices
Benefits
Comp & perks- Flexible work environment
- Well-being and inclusion support
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance