The Opportunity:The Head of Participant Outcomes is responsible for deepening participant relationships in the U.S. This leader will advance the participant experience strategy across the retirement participant lifecycle from education that leads to onboarding through rolling over and becoming a Personal Investing client. This role will identify opportunities to improve participant engagement, retirement readiness, financial wellness, and overall satisfaction by leveraging participant insights, behavioral science, data analytics, and cross-functional collaboration.
The incumbent will partner with stakeholders across Global Retirement, Personal Investing, Operations, Technology, Product, Marketing, Sales, and Service to design, influence, and help execute initiatives that improve participant outcomes and strengthen Manulife John Hancock Retirement's market position. This position serves as a subject matter expert and strategic advisor on participant experience, engagement, and outcomes.
Position Responsibilities:- Develop and evolve the participant experience strategy, roadmap, and success measures aligned with business priorities and participant outcomes.
- Analyze participant behavior, engagement, satisfaction, and outcomes to identify opportunities for experience improvement and growth.
- Partner with Product, Marketing, Service, Operations, Technology, and Global Retirement teams to influence and support delivery of participant initiatives.
- Evaluate participant communications, journeys, tools, and advice offerings to improve effectiveness, adoption, and value.
- Monitor industry trends, competitor offerings, participant research, and marketplace innovation to identify opportunities for differentiation.
- Represent the organization as a participant experience and retirement outcomes subject matter expert through industry forums, research, thought leadership, and strategic presentations.
- Attract, develop, promote and retain top, diverse talent in US Retirement and more broadly the Manulife organization.
- Provide leadership to retirement professionals in the Participant Outcomes function.
Required Qualifications:- 10+ years of experience in retirement, wealth management, financial services, customer experience, participant engagement, or related fields.
- Demonstrated success improving participant engagement, customer experience, financial wellness, or retirement outcomes.
- Strong analytical and problem-solving skills with ability to translate insights into actionable recommendations.
- Experience influencing cross-functional stakeholders without direct authority.
- Strong understanding of participant behavior, retirement planning, and workplace savings programs.
- Excellent written, verbal, and presentation skills.
- Undergraduate degree or equivalent experience.
- Experience with customer experience measurement, journey mapping, behavioral economics, or design thinking preferred
Preferred Qualifications: - Strategic thinking and participant-centric mindset.
- Data-driven decision making.
- Influencing and collaboration across functions.
- Strong communication and storytelling.
- Curiosity and continuous improvement orientation.
- Change agility and resilience.
- Ability to balance participant needs with business objectives.
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.
The role being advertised is an existing vacancy.
Referenced Salary LocationUSA, Massachusetts - Full Time Remote
Working ArrangementRemote
Salary range is expected to be between$152,900.00 USD - $283,800.00 USD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [redacted] for the salary range for your location.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
