Manager, Customer Analytics & NPS Insights

This role is responsible for driving the Net Promoter Score (tNPS/rNPS) and Voice of Customers (VOC) programs to deliver exceptional customer experience. By fostering a customer-centric mindset and behavior across the organization, the role contributes to building a competitive market position and driving business growth.

Position Responsibilities:

1. NPS Implementation, Measurement & Reporting

• Lead the strategic development and execution of NPS and VOC programs, including data analysis, reporting, and insight generation across all levels of the organization.
• Identify key customer experience trends from multiple internal and external VOC sources to inform business decisions.
• Design and implement best-practice processes to manage and track NPS and VOC performance, ensuring alignment with business objectives.
• Monitor NPS goals and coordinate with business units to drive improvement actions.
• Collaborate with Regional Office to align measurement methodologies and reporting tools.
• Work closely with local IT, Operations, and external vendors to execute measurement and reporting systems.
• Manage and track Inner Loop and Outer Loop actions, continuously enhancing feedback mechanisms with relevant functions.
• Produce market-specific reports and dashboards for leadership and stakeholders.

2. Customer Understanding through Research & Analysis

• Conduct in-depth customer analysis, surveys, interviews, and market research to uncover customer needs, behaviors, and pain points.
• Perform both primary and secondary research to support customer-centric initiatives and strategic decision-making.
• Translate research findings into actionable insights to improve customer experience and business performance.
• Collaborate with cross-functional teams to ensure customer insights are embedded into product, service, and process improvements.

3. Customer Engagement and Activation

• Support initiatives to improve customer engagement and satisfaction through activation campaigns and internal communications.
• Lead/Coordinate projects to build up NPS system, VOC program, Customer analytic initiatives…from technical PoV, and support data integration/ system understanding to project team.

Required Qualifications:

Education & Experience

• Bachelor’s degree in Data Analytics, Statistics, Business Administration, Marketing, or related fields.
• Minimum 8 years of experience in data analytics, business insights, customer experience, customer analytic or related roles.

Technical Skills

• Proficient in Power BI and other data visualization tools.
• Strong analytical skills with experience in data manipulation using Excel, SQL, Python.
• Familiarity with EDL (Enterprise Data Lake) and CAS (Customer Analytics System) is a strong advantage.
• Understanding of Operational Processes (OP processes) and how they impact customer experience.
• Ability to synthesize complex data into actionable insights and present them effectively to senior stakeholders.

Soft Skills

• Strategic thinking with a strong customer-centric mindset.
• Good communication, storytelling, and presentation skills, to share key results and insights to various audiences.
• Strong cross-functional collaboration capabilities.
• Ability to work independently and thrive in a fast-paced, dynamic environment

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 global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].