Experience Analytics Manager

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.

Job Description

The Experience Analytics Manager will join the Global Performance Marketing Shared Service, and actively contribute to the successful implementation and continuous development of the digital strategy across Manulife’s Group Benefit (GB) business. This role supports the digital marketing team, GB Business teams & stakeholders by providing them with insightful reports and in-depth analysis.

This role requires a highly motivated individual who has a passion for digital analytics and data analysis that supports all aspects of the digital strategy and optimization. The incumbent will gather and analyze data, then package the results along with actionable recommendations for the optimal business decisions. The incumbent will also use his/her creative and analytical mind to drive results to the next level by analyzing user behavior across all channels through a continually maturing analytics environment. This individual will be responsible for measuring the effectiveness of initiatives for GB digital properties and for GB Business overall. Applying strong analytical, digital and communication skills s/he will suggest improvements and help optimize strategic and tactical efforts.

Key Accountabilities:

• Conduct detailed analysis and reports with digital, profile and third party data through multiple squads, sprints, and stand-ups in agile process
• Create visualizations in PowerBI by combining different data sources
• Build and maintain reports to both gauge effectiveness and provide actionable insights on all initiatives to a variety of teams
• Collaborate with cross-functional teams to capture stakeholders’ business questions and needs and translate them into actionable KPIs to help them achieve their desired business goals in the digital channels.
• Help tagging analyst in configure Adobe Analytics reporting with effective analytics tag plan and solution design reference (SDR) for efficient data management
• Offer optimization recommendations for all digital user experience, ranging from mobile experience to personalization
• Provide actionable insights for digital initiatives using techniques such as multivariate and A/B testing methods
• Work with the Digital Services team to identify issues and opportunities to improve sales, retention, and the digital customer experience.
• Using Adobe Analytics, this individual must help Business partners extract relevant data points to help in the optimization of their digital strategy

Job Requirements:

• 2-5 years’ experience working in digital analytics, specifically with Adobe Analytics
• Knowledge of advanced digital analytics methodologies such as A/B and multi-variate testing, audience-based experience personalization, customer journey analysis, and digital marketing attributes.
• Data management and visualization experience (Power BI or Tableau, SQL, R)
• Two or more years of business analysis experience in large size companies with multiple functions / business units preferred.
• The ideal candidate will have a degree of experience measuring the digital performance, including mobile analytics, and in combining digital data with offline data
• Excellent communication skills and ability to interact with and present analysis and recommendations to stakeholders
• Experience of Adobe Experience Platform, Adobe Data Feeds and integration of Adobe data with offline data is a plus
• Experience directing the implementation of a web analytics platform, including the provision of detailed variable requirements to an IT team to ensure the proper collection of data elements
• Basic JavaScript, HTML, and computer programming concepts would be plus
• Experience with Databricks would be plus
• Must be innovative and independent in exploring the best practice in digital analytics solutions; strong critical thinking and trouble shooting skills are mandatory to be successful in this role and the candidate must exhibit a high degree of pro-activeness in analyzing customer behavior using available data to influence positive transformation on the digital properties

Key Problems/Challenges:

• The selected individual will help us with the extraction of data for a variety of key Manulife digital properties and will assist in the compilation of an array of data points into a cohesive, easily discernible, and actionable report for consumption by internal stakeholders
• This individual will conduct in-depth analysis to support the business to make actionable and optimal business decisions in agile environment

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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.