職位描述：
最新職位資訊來自 Dormont Manufacturing Co 職位為 Director, Customer-Centric Culture & Communications. If the Director, Customer-Centric Culture & Communications 職位空缺在 香港 符合您的資格，請直接透過更新後的 Jobkos 招聘門戶提交最新的申請或履歷。
請注意，求職申請並非總是容易的，申請人必須符合公司設定的特定要求。我們希望以下在 Dormont Manufacturing Co 職位為 Director, Customer-Centric Culture & Communications 的職業機會適合您的專業資格。
As Director, Customer‑Centric Culture & Communications, you will play a pivotal role in embedding a customer‑第一頁 mindset and behaviors across the organization, while ensuring customers experience clear, empathetic and consistent communications.
Opportunities to Lead
- Shaping how the organization thinks about customers and how it communicates with them with the new ways of working
- Translating CX strategy, customer insights and experience design into cultural change, leadership behaviors and customer‑facing messaging
- Driving customer‑centricity program with HR, Corporate Communications & Business stakeholders to continue strengthen customer mindset & behaviors
- Ensuring customer communications effectively support service delivery, change initiatives and customer confidence
- Supporting change management planning and execution of initiatives and plans derived from the customer journey design and other strategic projects to deliver the desired customer experience
職位 Responsibilities Customer‑centric culture & mindset shift
- Drive the customer‑centric culture agenda aligned to the Customer‑Centricity and Enterprise strategy
- Design and deliver structured customer‑centric cultural program that embeds customer‑第一頁 thinking into leadership behaviors and conversations, day‑to‑day operations
- Translate customer insights (VOC, complaints, rNPS, journey pain points) into compelling stories that influence leadership decision and drive behavioral change
- Design and deliver customer immersion and engagement initiatives such as Customer storytelling and case studies, journey walk‑throughs and experience reviews, learning sessions and internal campaigns
- Partner with HR and Internal Communications Teams to develop and integrate customer‑centric principles into onboarding and training programmes, leadership development, and behavioral and performance expectations
Customer communications strategy & governance
- Own and shape the customer‑facing service and change communications approach, ensuring clarity, consistency and customer understanding across all touchpoints
- Ensure customer communications are simple, clear and empathetic; consistent across channels and touchpoints; and aligned with CX design, brand promise and regulatory obligations
- Work closely with Marketing sub‑teams, Operations, Distributions, Legal & Compliance to simplify complex messages, ensuring clarity and customer understanding, and balancing empathy with accuracy, supported by a structured review process
- Support major Marketing and business initiatives to develop customer‑focused communication plans to reduce confusion, minimize friction and drive adoption
- Partner with CX Design and Insights teams to use customer feedback, complaints and behavioural data to continuously improve communication effectiveness
Change Enablement & Adoption
- Support CX and transformation initiatives by ensuring customer and people impacts are clearly understood and effectively communicated, with a focus on embedding behavioural and communication change
- Translate initiatives into “what it means for customers” and “what it means for our people” messaging
- Lead dedicated in‑house and external resources to drive Customer‑Centric Culture & Communications
- Work with local and regional counterparts to translate and adapt regional best practices with local markets needs
This role is not focused on marketing campaigns or traditional change management delivery, but on shaping behaviors and improving customer experience through culture and communication.
Required Qualifications
- Bachelor’s degree holder in business administration, marketing, communications, behavioral science or equivalent with 8+ years of relevant experience in customer experience, customer communications, program management or transformation functions
- Solid experience in customer experience, service excellence, culture change, engagement or transformation, preferably within insurance or financial services but not a must
- Proven experience driving mindset and behavioral / cultural change, not just process or system implementation
- Deep understanding of how to embed customer‑centricity into everyday behaviors, leadership routines and decision‑making
- Strong ability to translate customer insights into impactful storytelling and engagement initiatives that drive understanding and actions with leaders and frontline teams
- Strong background in customer‑facing communications, service communications or experience communications
- Strong written and verbal communication skills in English and Chinese, with a sharp instinct for tone, clarity and customer impact
- Demonstrated ability to simplify complex topics for customers, craft empathetic, customer‑friendly messaging, and navigate regulatory and compliance considerations
- Strong influencing, storytelling and presentation skills; comfortable engaging senior stakeholders without formal authority
- Experience leading small teams or cross‑functional initiatives
- Exposure & training in CX journey design, service design or VOC programs
- Experience using VOC, complaints and customer feedback to refine communication effectiveness
- Ability to influence decisions and gain consensus across different stakeholders, channels and lines of business, particularly in the case of competing interests and priorities
- A positive dis職位 and ability to relate well with others, possessing high levels of empathy
- Results oriented, with a can‑do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives.
- Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations
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 關於我們, visit
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 .
Working Arrangement
Hybrid
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工作資料：
- 公司名稱: Dormont Manufacturing Co
- 職位: Director, Customer-Centric Culture & Communications
- 工作地點: 香港
- 國家: HK
如何提交申請：
在閱讀並了解職位資料中說明的入職標準及最低資格要求後， Director, Customer-Centric Culture & Communications at the office 香港 以上，請立即準備好求職信、履歷表（CV）、畢業證書副本及其他證明文件。請透過下方的「下一頁」連結提交申請。
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