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‑makingDesign, build, and maintain enterprise‑grade dashboards and reports using BI and visualization tools such as PowerBIProactively identify trends, anomalies, and opportunities within large, complex datasets and communicate findings to senior stakeholdersFamiliarity 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 matterPartner with Strategy Leads, Operations, Product teams to measure and improve key metrics such as NPSConduct customer feedback analysis, form hypotheses, and test drivers of performance to understand customer needs, preferences, and pain pointsFamiliarity with customer experience analyses such as segmentation, A/B testing, feature adoptionStakeholder Management
Collaborate with internal stakeholders across various teams to collect data and business contexts to enable 360 insights and recommendationsAct as a trusted analytics expert, bridging the gap between complex analytics and business partnersPresent 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 rolesProficiency with SQL or other data querying languagesProficiency with visualization tools such as PowerBI or TableauSelf-starter and fast learner with exceptional problem-solving and analytical skillsStrong verbal and written communication, interpersonal, and teamwork skillsNaturally curious, with a passion for digging into data to uncover root causes and emerging opportunitiesPREFERRED QUALIFICATIONS:
Capabilities with programming language (Python/R)Background in Business Analytics, Finance, Accounting, Statistics, or related fieldsExperience in insurance or financial services is an assetFamiliarity 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.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 .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 View email address on ca.hrm.tc .Referenced Salary Location
Toronto, OntarioWorking Arrangement
HybridSalary range is expected to be between#J-18808-Ljbffr