Senior Specialist, Customer Experience

The Senior Specialist, Customer Experience leads customer experience as an enterprise discipline, with tNPS as the primary leading indicator and rNPS as the key outcome. The role works closely with Operations and Distribution teams to improve end‑to‑end customer experience across priority customer journeys.

In parallel, the role activates longevity through customer experiences, partnerships, and signature engagement initiatives—without establishing a standalone longevity organization. Longevity activation supports in‑force customer engagement, multi‑policy ownership, and new customer acquisition, positioning experiences and partnerships as commercial enablers.

Position Responsibilities:

1. Customer Experience Leadership

• Own tNPS (leading) and rNPS (outcome) across priority journeys
• Identify and address key customer pain points across onboarding, servicing, claims, and renewal
• Translate customer insight into practical, prioritized CX improvements
• Partner with Operations and Customer Service to improve service consistency
• Ensure frontline and customer‑facing interactions align with CX standards and brand promise

2. Longevity Activation & Partnerships

• Activate longevity as a customer experience and engagement lens, aligned to global brand governance
• Reposition Prestige Club into a longevity‑focused engagement concept
• Develop organizational and ecosystem partnerships to support customer engagement and distribution
• Create and source distinctive longevity experiences that:
• Increase in‑force customer engagement
• Support multi‑policy ownership

Required Qualifications:

• Experience in the Cambodia insurance market
• Strong local corporate and ecosystem network
• Education or applied experience in health‑related fields
• Proven experience managing customer‑facing communication and experiences
• Strong ability to influence cross‑functional teams without direct authority
• Fluent in Khmer and English

Preferred Qualifications:

• Excellent communication and interpersonal skills
• Excellent analytical, problem solving and solutioning skills
• A capacity for constant learning from both success and failure
• Open to change and continuous improvement

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

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