Manulife is proudly one of Canada’s largest and longest-serving providers of Group Benefits, and today our GB business serves millions of Canadian workers and their families, and more than 27,000 companies coast-to-coast, including some of our nation’s most iconic brands. Our goal is to help our customers live better, healthier lives, and build strong, engaged organizations. Our award-winning Group Benefits Marketing team plays a leading role in telling our story in the market, engaging with our customers, and delivering innovative digital marketing to promote differentiated health and wellness benefits, services and experiences. Reporting to the _Director, Digital Marketing, Group Benefits Marketing_ , the **_CX Content & Communications Manager_** will strategize, develop and execute digital customer content and communications, with a goal to ensuring customers engage with and receive clear, timely and effective information that enhances their experience. The **_CX Content & Communications Manager_** will play a key role in transforming complex servicing and transactional content into engaging, easy-to-understand content and communications that empower members to self-serve, adopt digital solutions, and navigate their benefits confidently. We’re looking for a seasoned content specialist with experience in UX writing, digital content and multi-channel communications, who brings a flexible mindset, demonstrated ability to multi-task, and curiosity to dig in, learn, and help us improve our customer experiences. The ideal candidate is a self-starter with a diverse skillset who is ready to work collaboratively. **Key responsibilities:** + Collaborate with our Group Benefits product and operations teams to create a variety of customer content, communications, marketing and campaign material, with a focus on customer-facing content to enhance experiences + Provide content expertise for UX solutions across a variety of digital channels, including web and mobile + Collaborate with operations, HCD/UX, and digital teams to ensure messaging is aligned, consistent and optimized + Write, edit and deliver high-quality omni-channel marketing collateral as required + Project manage a variety of content and customer communication initiatives, including prioritization, stakeholder alignment and execution tracking + Champion our member experience by ensuring all communications are clear, empathetic, and aligned with our brand voice + Collaborate closely with our creative agency to ideate, conceptualize, and craft innovative and impactful creative concepts and designs as appropriate + Collaborate with stakeholders to measure campaigns and report on program effectiveness + Support GB Marketing event and enablement activities as appropriate **Key attributes for success:** + Strong, omni-channel writer with a passion for customer experience, and a proven ability to deliver messaging that is impactful and compelling + Execution-focused with ability to work in a fast-paced, dynamic environment + Exceptional project management skills with the ability to drive digital communication initiatives to completion + Ability to work with cross-functional digital marketing teams to ensure communications are developed with SEO and UX best practices in mind + An analytical mindset focused on measuring and optimizing the performance of content, communications and marketing using data and insights + Positive relationship management skills at all levels of the organization + Self-starter, motivated and critical thinker **Qualifications:** + University or college study in marketing, communications, content, media, or related field + 8 - 10+ years of experience in content, communications and/or marketing + Strong communication and interpersonal skills, including ability to translate complex technical issues into easy-to-understand information + Experience managing and deploying communications, including experience effectively partnering with data/digital/other stakeholder teams (e.g. SEO) through the deployment process + Familiarity with SEO best practices and how to write for both users and search engines + Experience using AI tools to support content development, ideation, editing, and/or workflow automation. Familiarity with generative AI platforms is a strong asset. + Ability to analyze data and metrics to optimize campaigns and measure effectiveness + Ability to develop and implement strategies aligned with business objectives and target audience needs + Excellent writing, self-editing and research skills + Proficient in Microsoft Office (PowerPoint, Word, Excel and Teams) + Experience in benefits, health or insurance is an asset + French is an asset **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Referenced Salary Location** Toronto, Ontario **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $86,250.00 CAD - $155,250.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.