Manager – Customer & Market Insights

We are looking for a hands-on Customer & Market Insights Manager to manage research projects and coordinate monthly transactional Net Promoter Score (tNPS) reporting across Asia.

Position Responsibilities:

1. Regional Research Delivery

• Partner with regional functions and local markets to clarify business challenges, decisions to be supported and information gaps; translate requests into focused research objectives and actionable briefs.
• Manage multiple research requests across Asia, agreeing scope, priorities, deliverables, budgets
• Manage studies from proposal and research design through questionnaire or discussion guide development, fieldwork monitoring, quality assurance and analysis.
• Deliver research on customer needs and attitudes, according to business priorities.
• Conduct hands-on analysis and targeted follow-up research, using external agencies where appropriate.
• Identify patterns, unmet customer needs and potential business implications while clearly communicating data and methodological limitations.
• Provide evidence-based findings and practical recommendations to support stakeholder decision-making.

2. Research Operations, Vendor Management and Continuous Improvement

• Identify, source and shortlist research vendors across Asia, assessing methodological expertise, local market coverage, sector knowledge and delivery capabilities against business and research requirements.
• Develop research briefs and requests for proposals; evaluate competing proposals on research approach, quality, timelines and value for money, and recommend vendor selection in partnership with Procurement and relevant stakeholders.
• Manage research agencies and other suppliers against agreed scope, quality, timelines and budgets; critically review proposals, analysis and deliverables.
• Coordinate with Procurement, Finance, Legal and Privacy teams on contracts, approvals, invoices and responsible data handling.

3. Monthly tNPS Reporting and Customer Experience Insights

• Coordinate the monthly Asia transactional Net Promoter Score reporting cycle, communicating deadlines, following up on market submissions and consolidating results and commentary for regional and global reporting. Analyze performance trends across markets, touchpoints; investigate material movements, emerging issues and gaps against targets. Review customer verbatims and available operational indicators with market teams to develop evidence-based explanations, distinguish hypotheses from validated drivers and identify areas for deeper investigation. Prepare concise leadership-ready commentary that connect score movements to customer pain points, business implications and recommended priorities. Support results walk-throughs with regional Operations and Global CX, addressing questions and aligning on key findings and follow-up analysis. Consolidate updates on market-led improvement initiatives and share cross-market learnings.

Required Qualifications:

• At least 5 years of relevant experience in customer or market research, customer insights and NPS
• Degree in Marketing, Business, Statistics, Psychology, Social Sciences or a related discipline, or equivalent relevant professional experience.
• Demonstrated experience independently delivering customer or market research projects, managing concurrent assignments and providing actionable recommendations to business stakeholders.
• Strong practical knowledge of qualitative and quantitative research, including research design, questionnaire development, sampling, data quality and interpretation of findings.
• Strong analytical and numerical skills, including an understanding of weighting, sample-size limitations, statistical significance and the difference between correlation and causation.
• Ability to analyze customer feedback, research findings and performance data and translate them into clear insights and practical recommendations for business stakeholder.
• Strong Excel and PowerPoint skills, with the ability to validate data and build clear, compelling ppt presentations.
• Excellent written and verbal English and stakeholder management
• Strong project and vendor management skills, attention to detail and the ability to work independently while collaborating across functions and markets.
• Regional or multi-market research experience in Asia and experience working in a matrix organization.
• Experience in insurance, financial services or other customer-focused service industry. In-house insights experience, or research agency experience with strong exposure to client business decisions and implementation.
• Familiarity with Medallia, Qualtrics, Power BI, SPSS or comparable research and analytics tools.
• Experience with customer communities, concept testing, segmentation, driver analysis or customer journey research.

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 [email protected].

Hybrid