Head of Participant Outcomes – US Retirement

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Develop and enhance the strategy, roadmap, and success metrics for participant experience in alignment with business priorities and participant outcomes.

• Analyze participant behaviors, engagement levels, satisfaction, and outcomes to discover opportunities for enhancing experiences and promoting growth.

• Collaborate with Product, Marketing, Service, Operations, Technology, and Global Retirement teams to advocate for and facilitate participant initiatives.

• Assess participant communications, journeys, tools, and advisory offerings to boost effectiveness, adoption, and overall value.

• Keep abreast of industry trends, competitor offerings, participant research, and marketplace innovations to uncover opportunities for differentiation.

• Serve as a subject matter expert on participant experience and retirement outcomes, representing the organization at industry forums, through research, thought leadership, and strategic presentations.

• Attract, nurture, promote, and retain top diverse talent within US Retirement and across the broader Manulife organization.

• Provide leadership to retirement professionals within the Participant Outcomes function.

⛳️ Requirements

• Over 10 years of experience in retirement, wealth management, financial services, customer experience, participant engagement, or related sectors.

• Proven track record of enhancing participant engagement, customer experience, financial wellness, or retirement outcomes.

• Strong analytical and problem-solving abilities, with the capacity to translate insights into actionable strategies.

• Experience in influencing cross-functional stakeholders without having direct authority.

• Deep understanding of participant behavior, retirement planning, and workplace savings programs.

• Exceptional written, verbal, and presentation skills.

• Undergraduate degree or equivalent experience.

• Preferred experience in customer experience measurement, journey mapping, behavioral economics, or design thinking.

• Strategic mindset with a participant-centric approach.

• Data-driven decision-making capabilities.

• Proven ability to influence and collaborate across various functions.

• Strong communication skills and storytelling ability.

• A mindset oriented towards curiosity and continuous improvement.

• Agility in change management and resilience.

• Ability to balance the needs of participants with business objectives.

🏝️ Benefits

• Flexible work environment.

• Health insurance.

• Dental insurance.

• Mental health coverage.

• Vision insurance.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance plans.

• Retirement savings plans, including pension/401(k) options.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Up to 11 paid holidays each year.

• 3 personal days yearly.

• 150 hours of vacation time annually.

• 40 hours of sick leave per year, or more as mandated by law.

• Statutory leaves of absence.

• Incentive programs and compensation linked to both business and individual performance.

• Support for learning and career growth.

• Commitment to diversity, inclusion, and well-being.

• Reasonable accommodations provided during the application process.