We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
A key member of the team that is accountable for writing requirements in the form of clear user stories, data mapping, prioritizing work based on OKRs, and assisting with Product Increment (PI) planning.
Ensures that the most important features get implemented first based on the customer/stakeholder needs while keeping an eye on future possibilities.
Works closely with Experience Strategy Manager on reviewing customer/stakeholder feedback, market trends and competitor analysis to help shape the VoC Product Strategy.
Effectively manages the Customer Experience (CX) platform of high complexity using available tools and data systems to identify, test and tackle strategic business issues within the company data/reports, troubleshoots when there are inconsistencies and creates report presentations to upper management.
Use the agile scrum methodologies to quickly collect data from multiple sources and make informed decisions about the product’s development process.
Seeks out new insights and approaches to business issues and develops their hypotheses independently.
Collaborate with other departments to strategically address their needs as they relate to the product. Reviews documentation, interprets rules, and coordinates activities with the CX platform Vendor, marketing, compliance, risk, and information technology.
How will you create impact?
You will report directly into the Lead Product Owner playing a crucial role in improving the Voice Of the Customer program. You will ensure the product enables the ability to surface actionable insights to is providing the highest value based outcomes that monitor all stages of customer health to drive action to improve customer satisfaction, increase sales, decrease cost and reduce churn.
What motivates you?
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
An understanding of predictive modeling and other quantitative concepts
Ability to apply quantitative approaches to generate sound business analyses with detail orientation. Identify results out of the norm, draw conclusions and articulate findings.
Confidence in taking ownership of challenging business issues, making decisions with limited or incomplete data, and seeing issues through to resolution.
Experience developing and implementing new, creative, and effective solutions to highly complex business issues.
Experience working with customer experience platforms such as Medallia, Qualtrics, or Verint is a plus.
Experience in maintaining relationships with upper management and with technical developers.
Excellent user story writing and problem-solving skills.
Stakeholder management and communication skills in defining outcomes, communicating progress, and facilitating planning meetings
Strong written and verbal communication/presentation skills
Ability to deliver high quality work under tight deadlines and strong problem-solving abilities.
Minimum of 7+ years in, customer experience, or other business analysis role.
Minimum of 3+ years of experience with data fluency tools, such as Power BI, SAS/Oracle BI, Domo, Qlik Sense.
Minimum 2+ years knowledge of Agile Scrum and Scaling methodologies such as SAFe or Scrum at Scale knowledge.
Bachelors/University degree or equivalent experience
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first cultureWe lead with our Values every day and bring them to life together.
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
Continuous innovationWe invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and InclusionWe champion an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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 .
Salary & Benefits
The annual base salary for this role is listed below.
Salary range is expected to be between
$84,375.00 CAD – $151,875.00 CAD
If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.