Analyst, CX Intelligence and Activation
About The Position
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.
Requirements
- Bachelor’s degree in Business, Analytics, Marketing, Customer Experience, Data Science, Statistics, Operations, Computer Science, or a related field, 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.
Nice To Haves
- 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 of customer 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 to influence across teams.
- 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 experience is an asset.
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.
- Identify customer 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.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- paid time off program in Canada includes holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
