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Job Description

Manulife Financial Corporation, a leading international financial services group offering insurance and wealth management solutions in the US, Canada, Europe, and Asia

We are on a ground-breaking journey. We want to remove complexity from the financial services industry, to make people’s lives better by helping to make their decisions easier. Being part of this transformation is hugely exciting and offers versatile, ambitious people an amazing opportunity to build a career. If that sounds like you, then we want to hear from you.

We are looking for an AVP to join our Advanced Customer Analytics team. Your job will be to develop and implement our Global Customer Analytics strategy and drive initiatives that improve client experience and outcomes. You are responsible for leading a team that will both build analytic products and launch targeted, digital interventions.

What You Will Do

You will be at the center of where Advanced Analytics meets customer experience. You and your team will engage with both business and technical executive leadership to improve how we bring to bear analytics to delight customers.

This includes many exciting areas of focus, including interpreting the ‘voice of the customer’ to improve customer experience and prioritize improvements, accelerating personalization at scale to drive sales and improve the value of MarTech/Digital investments, and pioneering innovative ways to improve the lives of our customers, such as predictive servicing and Generative AI applications.

As an Officer of Manulife, you will be a critical inspiring leader, influencer, and outcome driver working with cross-functional teams to accelerate these capabilities for our Global businesses.

Professional Experience may include

• 10+ years of professional experience including leadership roles in Data & Analytics, Customer Optimization, and/or Digital.
• Master’s or equivalent experience preferred, in any of the following fields: Computer Science, Data Science, Applied Math, Engineering, Operation Research, Statistics, Epidemiology, Public Health or other related quantitative fields.
• Building and leading cross functional teams in a matrix environment
• Excellent communication skills and ability to engage the enterprise across multiple specializations with analytically backed compelling stories
• Delivering analytic & machine learning products, with a deep understanding of agile product delivery in an enterprise environment
• Leading or working with data scientists and engineers
• Deep understanding of with machine learning and advanced analytics concepts
• Familiarity with cloud analytics services and MLOps
• Prior experience with insurance or financial services is not required

The Role Will Be Directly Responsible For

• Developing, leading, and completing our strategy to improve customer experiences through targeted, digital interventions using Advanced Analytics & AI
• Demonstrating Natural Language Processing to understand the Voice of the Customer at scale across multiple channels/signals and embedding these insights into the organization to drive value
• Build a comprehensive view of the customer journey across channels to deepen our understanding of difficulties and advise investments in process improvements
• Lead the design and creation of a Global Customer Analytics Record encompassing all elements of meaningful customer data, curated for Advanced Analytics & AI use cases
• Innovate and find creative ways to source customer data to support modeling efforts, applying structured and unstructured data using Big Data technologies and NLP
• Provide thought leadership and drive innovative solutions that influence how data insights are delivered to the client throughout Manulife
• Work with Customer Experience, Human Center Design, Operations and IT teams to bring your ideas to life and bring real change in customer experience
• Ensure all solutions built are sophisticated and scalable in design, improving the power of our modern, fully cloud based, Data & Analytics capabilities
• Coordinate with global advanced analytics teams, business collaborators, and technology teams to create re-usable capabilities that can be easily shifted into new markets Globally. Manulife Financial Corporation, a leading international financial services group offering insurance and wealth management solutions in the US, Canada, Europe, and Asia

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 recruitment@manulife.com .

The annual base salary for this role is listed below.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.