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‑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 se