Senior Analyst, Customer Insights & Analytics

At Manulife, we believe in making decisions easier and lives better. We are seeking a Senior Business Intelligence Analyst to help transform complex data into actionable insights that drive business performance and improve customer experiences across our Canada segment businesses (Group Benefits, Affinity, IIC, and Bank).

In this role, you’ll be empowered and challenged to bring strong perspectives, partnering closely with the Director and Manager while owning key analyses and dashboards. The role offers the opportunity to solve complex business problems while strengthening both analytical depth and executive‑level storytelling.

POSITION RESPONSIBILITIES:

• Business Performance & Insights
  • Translate business needs into clear objectives, KPIs, and reporting solutions that support strategic and operational decision‑making
  • Design, build, and maintain enterprise‑grade dashboards and reports using BI and visualization tools such as PowerBI
  • Proactively identify trends, anomalies, and opportunities within large, complex datasets and communicate findings to senior stakeholders
  • Familiarity with operations analytics such as service level commitment, straight-through processing, repeat calls, NPS, etc.
• Customer Experience Analytics
  • Navigate complex data sources and analyze end‑to‑end customer journeys across touchpoints (contact centre calls and chats, claims, and other digital interactions) to identify friction and moments that matter
  • Partner with Strategy Leads, Operations, Product teams to measure and improve key metrics such as NPS
  • Conduct customer feedback analysis, form hypotheses, and test drivers of performance to understand customer needs, preferences, and pain points
  • Familiarity with customer experience analyses such as segmentation, A/B testing, feature adoption
• Stakeholder Management
  • Collaborate with internal stakeholders across various teams to collect data and business contexts to enable 360 insights and recommendations
  • Act as a trusted analytics expert, bridging the gap between complex analytics and business partners
  • Present insights with strong data storytelling tailored to executive and non‑technical audiences.

REQUIRED QUALIFICATIONS:

• 3+ years of experience in Business Intelligence, Data Analytics, Market Research, Management Consulting, or related roles
• Proficiency with SQL or other data querying languages
• Proficiency with visualization tools such as PowerBI or Tableau
• Self-starter and fast learner with exceptional problem-solving and analytical skills
• Strong verbal and written communication, interpersonal, and teamwork skills
• Naturally curious, with a passion for digging into data to uncover root causes and emerging opportunities

PREFERRED QUALIFICATIONS:

• Capabilities with programming language (Python/R)
• Background in Business Analytics, Finance, Accounting, Statistics, or related fields
• Experience in insurance or financial services is an asset
• Familiarity with enterprise data environments and data governance guidelines.

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 distributed team, we’ll support 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

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

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.