Customer Centricity Insights Analyst

at  Manulife

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.

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!

QUALIFICATIONS:

• 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 th

• 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