Analyst, CX Intelligence and Activation
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Job Summary
This is an opportunity to join the Canada Segment CX Intelligence and Activation team and help advance how Manulife listens to customers understands their experiences and turns feedback into action. The Analyst will support our mission to make customer insight more accessible actionable and connected to measurable business outcomes by analyzing always-on feedback across VOICE Power BI Medallia SQL and other customer and operational data sources. This role will contribute to stronger customer decisions by identifying pain points emerging trends and priority opportunities across journeys channels products and business areas.
The successful candidate will build experience across Voice of Customer analytics survey operations data validation insight storytelling and cross-functional partnership with Operations Technology Analytics Marketing and Global Customer Centricity teams. They will join a team focused on building a high-performing customer-obsessed and winning culture where insights are used to drive ownership action and measurable improvement. Through this role they will gain exposure to enterprise customer listening programs and help shape how Manulife Canada translates customer feedback into improved customer outcomesacross the Canada Segment.
Position Responsibilities:
Analyze always-on customer feedback across journeys channels products and service experiences using VOICE Power BI Medallia SQL Excel and other customer and operational data sources.
Synthesize customer data verbatims NPS CSAT sentiment customer effort and related business metrics into clear insights reports dashboards and presentations that support business action.
Use SQL and data validation techniques to queryvalidate and investigate customer operational survey and reporting datasets including survey populations customer attributes data anomalies and reporting discrepancies.
Partner with Operations Analytics Data Engineering Technology Global and other cross-functional teams to support customer listening programs survey operations data transfers integrations reporting enhancements and platform improvements.
Support survey governance and operations including audience criteria sampling methodologies suppression rules contact frequency data quality reviews documentation of business rules and compliance-related requirements.
Identifycustomer pain points experience gaps priority irritants emerging trends and root causes by connecting customer feedback with operational financial and business performance data.
Translate complex customer data into clear concise and actionable insights that help Operations and cross-functional partners understand where to act.
Prepare insight summaries dashboards presentations reports and customer stories that support prioritization decision-making and customer-focused accountability.
Track customer themes action plans progress updates and outcomes to help partners move from insight to ownership and measurable improvement.
Support adoption and value realization of VOICE by helping teams use customer data consistently to inform decisions prioritize improvements and strengthen customer-focused accountability across the Canada Segment.
Required Qualifications:
Bachelors degree in Business Analytics Marketing Customer Experience Data Science Statistics Operations Computer Science ora relatedfield or equivalent work experience.
3 years of experience in analytics customer experience Voice of Customer business insights survey research or data analysis including experience working with customer operational survey or reporting datasets.
1 years of experience using SQL to queryvalidate and analyze customer operational survey or reporting datasets.
Experience using Power BI Excel Tableau or similar reporting and data visualization tools to analyze trends and support business decision-making.
Experience working with customer feedback operational transactional or business datasets including data validation quality assurance and investigation of data issues.
Experience translating data and customer feedback into clear insights recommendations reports or presentations for business stakeholders.
Strong analytical critical-thinking problem-solving organizational and prioritization skills.
Strong written and verbal communication skills with the ability to translate complex data into clear business insights.
Preferred Qualifications:
Experience with Medallia QualtricsForsta or similar customer listening and survey platforms.
Experience with NPS CSAT customer effort sentiment analysis topic analysis verbatim analysis or other customer experience metrics.
Understanding ofcustomer data structures relational data concepts survey trigger logic data integration principles and customer data governance practices.
Experience supporting survey programs audience file management sampling methodologies suppression logic data transfers or survey operations.
Experience partnering with Operations Analytics Data Engineering Technology Marketing Service Design Global Customer teams or other cross-functional stakeholders.
Ability to translate business needs into clear data reporting and technical requirements for analytics and technology partners.
Experience using AI automation or advanced analytics to improve reporting insight generation or business adoption of customer insights.
Strong relationship-building communicationcritical-thinking and problem-solving skills with the ability toinfluence acrossteams.
Customer-obsessed mindset with curiosity attention to detail and a passion for improving experiences.
Comfortable working independently and collaboratively in a fast-paced environment with multiple priorities.
Financial services insurance wealth or banking experienceisan asset.
When you join our team:
Wellempower you to learn and grow the career you want.
Wellrecognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global teamwellsupport you in shaping the future you want to see.
#LI-Hybrid
The role being advertised is an existing vacancy.
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 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 .
Referenced Salary Location
Toronto OntarioWorking Arrangement
Salary range is expected to be between
$73725.00 CAD - $122875.00 CADEmployees 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 for the salary range for your location.
Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.
We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.
Required Experience:
IC
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
