Business Strategic Insights – Client Analytics Lead

Reporting to the AVP, Head of Portfolio Data & Analytics, the role of Business Strategic Insights – Client Analytics Lead will support Manulife Bank’s strategic ambition to deepen understanding of priority client and advisor segments, and to develop a compelling, analytics-driven value proposition. This role will work closely with Data & Insights, Product, and Distribution teams to deliver robust segmentation frameworks, profiling analyses, and strategic insights that identify growth opportunities, improve advisor productivity, and enhance the overall client experience. The candidate will leverage best practices in customer analytics, strategic consulting, and data visualization within the Data & Analytics team. The ideal candidate will have a strong background in customer or client analytics, financial services, and banking.

Position Responsibilities:

Individual Responsibilities

• Develop and maintain robust customer segmentation and profiling frameworks to identify, characterize, and prioritize Manulife Bank’s most valuable client and advisor segments and identify growth opportunity, leveraging behavioral, transactional, and demographic data (30%)

• Design and produce analytics-driven insights to support the development and refinement of Manulife Bank’s value proposition for priority customer and advisor segments, identifying differentiated opportunities across the client lifecycle (20%)

• Partner with the reporting and analytics team on the design and maintenance of client and advisor segment performance dashboards and reporting tools, ensuring timeliness, accuracy, and relevance (20%)

• Translate complex segmentation and profiling analyses into clear, decision-ready insights and executive-level presentations for senior leadership and distribution partners (15%)

• Analyze client lifecycle patterns, engagement trends, and segment migration dynamics to identify retention risks, cross-sell opportunities, and growth levers across priority segments (10%)

• Independently scope and execute strategic analytics projects from problem definition through to recommendation and implementation support (5%)

• Maintain a strong understanding of relevant regulatory requirements (e.g., FCAC, OSFI) and ensure all segmentation analyses reflect compliance and data governance standards

Shared Responsibilities

• Collaborate with Product, Distribution, and Marketing teams to align segment insights with product design, go-to-market strategy, and advisor enablement priorities

• Partner with Client Experience, Digital Delivery and Marketing Technology teams to support personalization initiatives, channel optimization, and engagement strategies informed by segmentation analytics

• Contribute to the annual strategic planning and budgeting process by providing analytical input on segment performance, growth potential, and strategic priorities in coordination with business unit leaders

• Work jointly with Risk and Compliance to ensure segmentation and profiling analyses respect privacy regulations and risk appetite guidelines

• Support cross-functional working groups and initiatives where client and advisor analytics intersect with broader Manulife Bank growth priorities

• Participate in knowledge sharing and peer review of analyses across the strategy and analytics team to maintain quality and consistency of insights

Required Qualifications:

• Post-secondary education in Business, Economics, Statistics, Mathematics, or a related quantitative field

• Prior experience in customer analytics, client segmentation, or strategic consulting within financial services or banking

• Demonstrated ability to translate complex data and analytical findings into clear, actionable insights for senior stakeholders

• 3–5 years of experience in customer analytics, client segmentation, or business analysis

• Strong proficiency in Excel and Power BI for data analysis, reporting, and visualization (VLOOKUP, Pivot Tables, DAX, etc.)

• Customer Segmentation & Profiling Expertise – Hands-on experience designing and operationalizing segmentation models using behavioral, demographic, and transactional data, with a strong understanding of customer lifecycle analytics and the application of segment insights to business strategy

• Strategic Thinking & Insight Generation – Ability to structure complex business problems, synthesize segmentation findings into clear “so what” conclusions, and translate results into forward-looking recommendations that inform Manulife Bank’s value proposition and commercial priorities

• Executive Communication & Storytelling – Produces compelling, decision-ready materials for senior audiences and can confidently present and defend analytical findings, turning complex segmentation analysis into clear and concise business narratives

• Cross-Functional Collaboration & Influence – Builds credibility and works effectively across Distribution, Product, Marketing, and Client Experience to align segment strategy with business objectives, without relying on direct authority

Preferred Qualifications:

• Previous experience in banking or wealth management is an asset
• Experience with SQL and/or Python for data extraction and segmentation analysis; familiarity with Jira/Confluence is an asset

When you join our team:

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

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.