Customer Experience Insights Analyst

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders?
You've come to the right place.
We're looking for ambitious people who share our values and want to make every day better for people around the world.
If this sounds like you, and the career below sounds exciting, we'd like to hear from you.
_**

**Working Arrangement**

Hybrid

**VoC Insights Analyst**

The Voice of Customer (VoC) Insights Analyst is responsible for providing accurate and timely voice of customer insights to guide Customer Experience (CX) improvement actions through the VoC 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.
**Your Responsibilities**:

- Develop report prototypes to unravel additional insights to gain deeper understanding of our customers and their pain points
- Monitor and analyze VoC trends, emerging themes, and performance drivers to support regular touchpoints and reporting
- Implement processes and controls that ensure data integrity and accuracy in VoC dashboards and reports
- Support in the development of 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
- Work with decision makers on identifying critical business questions and information gaps
- Satisfy adhoc VoC data requests/analyses accurately and timely for stakeholder reporting and analysis
- Develop strong relationships with key cross-functional partners and determine the types of VoC Insights and information they need based on their roles
- Provide guidance and training to stakeholders and dashboard users
- Ensure adherence to data management/data governance regulations and policies

**Your Experience**:

- 3-5 years' experience in insights and analytics, data analysis, data management, CSAT and NPS measurement a plus
- Degree in math, statistics, computer science, economics and other quantitative discipline with strong business background
- Strong analytical thinker, with a data-driven mindset and attention to detail.
Able to analyze VoC metrics both quantitatively and qualitatively across a variety of techniques, tools and data sets
- Experience in Business Intelligence and visualization tools (e.g., Tableau, QlikView, Power BI), MS SQL with Advanced Excel spreadsheet skills
- Familiarity with customer experience 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
- A high degree of organizational skills, ability to set priorities, manage multiple demands/projects and the ability to complete tasks under strict timelines is required
- Curious, highly motivated self-starter who is adept at problem solving and comfortable with learning new analytical skills
- Self-motivated person with a positive, professional attitude and ability to work independently and on teams

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer