Job Information

Manulife Senior Customer Centricity Insights Analyst in United States

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

  • Competitive Salary packages and performance bonuses

  • Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

  • Retirement savings benefit

  • Rewarding culture that values wellness and well-being

  • Performance Bonus

  • Global network of industry experts

  • Extensive training resources

Job Description:

We’re looking for a Customer Experience Insights Senior Analyst to join our Advanced Analytics and Insights team at MBPS. In this role, you are expected to provide accurate and timely customer insights to guide Customer Experience (CX) improvement actions through the Customer Centricity Insights Hub. The role will utilize data from multiple sources including customer surveys, net promoter scores (NPS), web analytics and operational data to understand customer and advisory experience to allow senior management to effectively identify, prioritize and design solutions that address customer and advisor pain points and improve NPS.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

  • Develop report prototypes to unravel additional insights to gain deeper understanding of our customers and their pain points. Work with stakeholders to define and gather business requirements for report enhancements.

  • Monitor, analyze and communicate customer experience trends, emerging themes, and performance drivers to support regular touchpoints and reporting.

  • Identify and design processes and controls that ensure data integrity and accuracy in Customer Centricity dashboards and reports

  • Develop analytically rich solutions that help us both understand what has happened in the past and help us predict what will happen in the future

  • Communicate and share themes and insights on a monthly/quarterly basis with key audiences

  • Partner with Data Office to continuously enhance and improve the Customer Centric data model and integration that can improve data processing and enrich customer insights


  • Education: Degree in math, statistics, computer science, economics, social science and other quantitative discipline with strong business background

  • Experience: At least one to two years of relevant experience

  • At least 5 years’ experience in insights and analytics, data analysis, data management, CSAT and NPS measurement a plus

  • Familiarity with customer and marketing research and analytics, preferred

  • Experience with customer management software and survey tools like Medallia and Qualtrics preferred

  • Understanding of the insurance and wealth and asset management customer journey

  • Effective verbal and written communication skills. Demonstrated ability to interact effectively with a variety of stakeholders including mid-level managers

  • Ability to clearly articulate ideas and results to diverse business and technical audiences

  • Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

  • Shift Schedule (indicate if it’s day, mid, night, or rotating): Amenability to work on the assigned schedule (dependent on business need)

  • Minimum Skills to Hire/Must Haves:

  • Critical and creative thinking

  • Data storytelling, preferred

  • Basics of designing, implementing and articulating results of research

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .