CX Insights & Action Catalyst

Manulife Financial; Boston (MA); Hybrid; USD 73,000 - 122,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Job summary

Manulife Financial is seeking a Customer Experience Insights Analyst to transform feedback into business action. You will analyze NPS, OSAT, and journey metrics, uncover root causes, and partner with leaders to prioritize opportunities that improve customer loyalty and advocacy.

The role emphasizes executive storytelling, cross-functional collaboration, and AI-enabled analytics to forecast CX performance and guide strategic priorities.

Qualifications

• University degree in quantitative, business, research or technical discipline.
• 2-3 years of experience in Customer Experience, Voice of Customer, Customer Insights, Market Research or related fields.
• Demonstrated experience with NPS, customer satisfaction and customer feedback programs.
• Proven ability to present insights to senior leadership.
• Experience developing forecasts, targets, scorecards and measurement frameworks.
• Proficiency with CX platforms (Medallia, Qualtrics, Adobe Analytics).
• Advanced Excel and PowerPoint skills.
• Experience with Power BI or Tableau preferred.
• Working knowledge of generative AI and AI-enabled analytics tools.

Responsibilities

• Identify actionable insights from NPS feedback, research, journey analytics and metrics.
• Identify root causes of pain points across end-to-end journeys and recommend improvements.
• Connect insights to business outcomes like retention and loyalty.
• Translate insights into tangible business improvements and drive action.

Skills

NPS & OSAT analysis

Storytelling & executive communication

AI-enabled analytics

Power BI / Tableau

Stakeholder influence

Forecasting & target setting

Education

University degree in quantitative, business, research or technical discipline

Tools

Medallia

Qualtrics

Adobe Analytics

Power BI

Tableau

Job description

Manulife Financial is seeking a Customer Experience Insights Analyst to transform feedback into business action. You will analyze NPS, OSAT, and journey metrics, uncover root causes, and partner with leaders to prioritize opportunities that improve customer loyalty and advocacy.

The role emphasizes executive storytelling, cross-functional collaboration, and AI-enabled analytics to forecast CX performance and guide strategic priorities.