VoC Insights Senior Analyst
Manulife
Quezon City
5d ago

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.

Job Description VoC Insights Senior Analyst The Voice of Customer (VoC) Insights Senior 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.

Work with stakeholders to define and gather business requirements for report enhancements Monitor and analyze VoC trends, emerging themes, and performance drivers to support regular touchpoints and reporting Identify and design processes and controls that ensure data integrity and accuracy in VoC dashboards and reports Develop 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 Train, coach and mentor other analysts to support in skills development.

Review work of junior analysts to ensure high quality Ensure adherence to data management / data governance regulations and policies Your Experience : At least 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 Every career at Manulife / John Hancock provides the opportunity to learn new skills and move your career forward.

Ready to make an impact somewhere? What are you waiting for? Apply today. About John Hancock and Manulife John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better.

We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions.

Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021.

Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.

com. One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans.

Additional information about John Hancock may be found at johnhancock.com. 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 recruitment manulife.com.

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