Digital Adoption & Change Management Manager

The Digital Adoption & Change Management Manager plays a critical role in promoting the adoption of digital tools, platforms, and processes within our Contact Center. This position is essential for ensuring our customers, frontliners, and support teams embrace digital solutions that enhance efficiency, improve the customer experience, and support our broader transformation goals.

Position Responsibilities:

Digital Adoption & Enablement:

• Analyze business needs and strategies to develop a roadmap for digitalizing the customer experience, focusing on diverting customers to digital self-service options.
• Lead initiatives to increase the usage of digital tools, such as self-service portals, CRM enhancements, and automation platforms, within the contact center.
• Collaborate with IT, Transformation, and Training teams to plan, test, and implement new digital solutions.
• Develop and deliver training sessions, toolkits, and digital guides to support frontline teams in using new technologies effectively.
• Act as a digital ambassador by identifying barriers to adoption and providing solutions to enhance tool usage and user experience.

Data and Trend Analysis:

• Conduct data analysis to identify trends and insights that inform digital adoption strategies and improve customer service operations.
• Utilize analytics to measure the effectiveness of digital tools and platforms, driving data-driven decisions.
• Prepare reports and dashboards to communicate key metrics and insights to stakeholders.

Business Case Development:

• Develop business cases to support digital initiatives, focusing on deriving cost savings and cost avoidance.
• Analyze financial and operational data to quantify the benefits of digital adoption and change management strategies.
• Collaborate with finance and operations teams to ensure accurate and compelling business case presentations.

Change Management:

• Design and implement structured change management strategies to drive the successful adoption of new processes and technologies.
• Conduct change impact assessments and stakeholder analyses for major projects to understand and mitigate potential challenges.
• Facilitate communication and engagement strategies tailored to resonate with diverse employee groups.
• Monitor and report on adoption metrics and user feedback to drive continuous improvement.

Stakeholder Collaboration:

• Collaborate closely with internal teams, including Customer Experience, Operations and Technology teams to align digital adoption initiatives with business priorities.
• Serve as a key liaison between contact center teams and cross-functional digital transformation initiatives.

Continuous Improvement:

• Identify gaps in current digital workflows and propose enhancements to improve operational efficiency.
• Stay informed about digital trends and emerging technologies in customer service and the life insurance industry to guide strategic decisions.

Required Qualifications:

• Bachelor's degree in Business Administration, Information Technology, Data Analysis, Change Management, or a related field.
• 3- 5 years proven experience in digital adoption, change management or a similar role, preferably within a contact center or customer service environment.
• Strong understanding of digital tools and platforms used in customer service operations.
• Excellent communication and interpersonal skills, with the ability to engage and influence diverse stakeholders.
• Demonstrated ability to lead training sessions and create effective training materials.
• Strong analytical and problem-solving skills, with experience in data analysis and business case development.
• Experience in conducting change impact assessments and developing communication strategies.
• Familiarity with emerging digital trends and technologies in the customer service industry.
• Demonstrated expertise in creating professional and visually appealing PowerPoint presentations.
• Experience in structuring presentations to tell a coherent and impactful story.
• Ability to simplify complex ideas and present them in an understandable and relatable manner.

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].