Business Intelligence Senior Analyst

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 (Group Benefits, Affinity, IIC, and Bank).

• 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 Power
  
  BI.
• 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 (contact centre, claims, underwriting, digital interactions) 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 context 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.

• 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 Power
  
  BI 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.

• Capabilities with programming language (Python/R).
• Background in Finance, Accounting, Math, Statistics, or related fields.
• Experience in insurance or financial services is an asset.
• Familiarity with enterprise data environments and data governance guidelines.

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

Working Arrangement:
Hybrid

Salary range: $73,725.00 CAD – $ CAD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement, and compensation without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, creed, sex, sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability or any other protected ground.