Service Experience Engineer
John Hancock Manulife
PRINCIPAL ACCOUNTABILITY 1: CUSTOMER JOURNEY MAPPING
Customer Journey Mapping involves a deep dive into the customer's experience with the company, from the initial contact to the final resolution of their needs. This process aims to understand the customer's perspective, identify pain points, and uncover opportunities for improvement. By mapping out the entire journey, the Service Experience Engineer can visualize the customer's interactions and emotions at each stage, enabling the creation of a more seamless and satisfying experience.
To ensure success on this accountability, the following activities must be constantly met.
Conduct Touchpoints Analysis: Analyzing interactions across touchpoints to understand the customer's journey, capturing sentiments, and examining behavioral data to identify patterns. This process maps key touchpoints, emotions, and pain points, and visually represents the journey to develop strategies for improving customer experiences.
Create Journey Maps: Journey maps visually represent the customer's experience by highlighting key touchpoints, emotions, and pain points. The process involves defining objectives, gathering data, identifying touchpoints, mapping emotions, and creating a visual timeline. Finally, the map is analyzed to find patterns and improve customer satisfaction.
PRINCIPAL ACCOUNTABILITY 2: PROCESS OPTIMIZATION
Process Optimization focuses on refining and streamlining internal processes to make customer interactions more efficient and user-friendly. This involves analyzing current workflows, identifying inefficiencies, and implementing changes to reduce customer effort and enhance satisfaction. The goal is to create a smoother, faster, and more reliable service experience for customers.
To ensure success on this accountability, the following activities must be constantly met.
Analyze Current Process: Conduct a thorough review of existing processes, such as policy issuance, claims handling, and customer inquiries. Identify inefficiencies, bottlenecks, and areas where customers face difficulties.
Implement Automation: Introduce automation tools like chatbots for customer inquiries, automated claims processing, and digital document management to reduce manual effort and speed up service delivery.
Monitor and Adjust: Continuously monitor the performance of optimized processes through metrics and customer feedback. Make necessary adjustments to ensure processes remain efficient and customer friendly.
PRINCIPAL ACCOUNTABILITY 3: FEEDBACK ANALYSIS
Feedback Analysis involves collecting and interpreting customer feedback to drive continuous improvement. By understanding customer needs, preferences, and pain points, the Service Experience Engineer can develop targeted strategies to enhance service quality. This process includes designing feedback mechanisms, analyzing data, and creating action plans to address customer concerns.
To ensure success on this accountability, the following activities must be constantly met.
Design Feedback Surveys: Create targeted surveys to gather specific insights from customers about their experiences with different aspects of the service, such as policy purchase, claims, and customer support.
Analyze Feedback Data: Use data analysis tools to identify trends, common issues, and areas for improvement. This can involve sentiment analysis to understand the emotional tone of customer feedback.
Develop Action Plans: Based on the analysis, create actionable plans to address customer concerns and improve service quality. This could include training for customer service representatives or changes to policy documentation.
PRINCIPAL ACCOUNTABILITY 4: CROSS FUNCTIONAL COLLABORATION
Cross-Functional Collaboration involves working with various departments to ensure a cohesive and customer-centric approach to service delivery. This responsibility includes aligning goals and strategies across teams, facilitating communication, and coordinating initiatives to improve the overall customer experience.
To ensure success on this accountability, the following activities must be constantly met.
Facilitate Workshops: Organize workshops and brainstorming sessions with representatives from various departments (e.g., underwriting, claims, IT, marketing) to discuss customer experience goals and challenges.
Align Objectives. Ensure that all teams have a shared understanding of customer experience priorities and are working towards common goals. This can involve creating a unified customer experience strategy.
Coordinate Initiatives: Oversee cross-functional projects aimed at improving customer experience, such as developing a new customer portal or enhancing the mobile app for policyholders.
PRINCIPAL ACCOUNTABILITY 5: PERFORMANCE METRICS MONITORING
Performance Metrics involves monitoring and reporting on key performance indicators (KPIs) related to customer experience. This responsibility includes tracking progress, identifying areas for improvement, and using data analysis to develop targeted strategies. The goal is to ensure that the organization is meeting its customer experience objectives and continuously improving.
To ensure success on this accountability, the following activities must be constantly met.
Define KPIs: Establish clear KPIs to measure customer experience performance, such as average response time, resolution rate, and customer satisfaction scores.
Regular Reporting. Create regular reports to track performance against KPIs, providing insights into areas where the customer experience is excelling or needs improvement.
Analyze Trends: Use data analysis to identify trends and patterns in customer feedback and performance metrics. This can help in understanding the root causes of issues and developing targeted improvement strategies
Job Qualifications:
Customer Experience Analysis: Strong ability to analyze customer interactions and touchpoints.
Data Analysis Skills: Proficiency in analyzing behavioral data and customer feedback.
Journey Mapping: Experience in creating detailed customer journey maps. Problem-Solving: Ability to identify pain points and develop improvement strategies.
Communication Skills: Excellent verbal and written communication for engaging with customers and teams.
Cross-Functional Collaboration: Experience working with various departments to improve customer experience.
Technology Integration: Knowledge of CRM systems and other customer experience tools.
Training and Development: Ability to develop and conduct training programs for customer service teams.
Performance Metrics: Experience in defining and tracking KPIs related to customer experience.
Continuous Improvement: Commitment to ongoing improvement of customer service processes.
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 recruitment@manulife.com.
Working Arrangement