Analyst, CX Intelligence and Activation

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 outcomes across 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 query,validate, 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:

• Bachelor’s 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 query,validate, 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, Qualtrics,Forsta, 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, communication,critical-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:

• We’llempower you to learn and grow the career you want.

• We’llrecognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team,we’llsupport you in shaping the future you want to see.

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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

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 [email protected] 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 [email protected] 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.