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About the Role
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. 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.
Responsibilities
- 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.
- Navigate complex data sources and analyze end-to-end customer journeys across touchpoints 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.
- 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.
Requirements
- 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.
Skills
- SQL
- PowerBI
- Tableau
- Python
- R
Location
- Toronto, Ontario
Work Type
- Hybrid
Experience Level
- Senior
Education Level
- Business Analytics
- Finance
- Accounting
- Statistics
Salary/Compensations
- $73,725.00 CAD - $122,875.00 CAD
Benefits
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
- Adoption/surrogacy and wellness benefits.
- Employee/family assistance plans.
- Retirement savings plans (pension and a global share ownership plan with employer matching contributions).
- Financial education and counseling resources.
- Holidays, vacation, personal, and sick days.
- Full range of statutory leaves of absence.
About the Company
- Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
- 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.
Equal Opportunity
- 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.