Senior Analyst, Customer Insights & Analytics

Manulife; Toronto; Hybrid; CAD 74,000 - 123,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Mental health support

Life insurance

RRSP and stock plan

Paid time off

Job summary

Manulife is seeking a Senior Business Intelligence Analyst to transform complex data into actionable insights across Canada segment businesses, including Group Benefits, Affinity, IIC, and Bank. You’ll own key analyses and dashboards, partnering with Directors and Managers to deliver strategic insights and executive storytelling.

Responsibilities include building enterprise dashboards, identifying trends, and measuring CX metrics like NPS.

Qualifications

• 3+ years of experience in BI, 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 with strong problem-solving and analytical skills.

Responsibilities

• Translate business needs into clear objectives, KPIs, and reporting solutions for decision-making.
• Design, build, and maintain dashboards and reports using BI tools like PowerBI.
• Identify trends and communicate findings to senior stakeholders.
• Analyze end-to-end customer journeys to identify friction and opportunities.
• Collaborate with Strategy, Operations, and Product teams to measure and improve key metrics.

Skills

SQL proficiency

PowerBI

Tableau

Data storytelling

Tools

Power BI

Tableau

Job description

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la compensación, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .