senior analyst (platform specialist) - Customer centricityThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
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.
Working Arrangement
Hybrid
Job Description
The opportunity
The Voice of the Customer (VoC) Insights Senior Analyst (Platform Specialist) is responsible for working with various teams to execute our Platform Roadmap with Medallia. Medallia is Manulife's chosen platform for our Customer Experience (CX) Program.
The talent will leverage their deep knowledge of Medallia (or other platform), Customer Experience (CX), Market Research and Survey Management to develop and drive a Medallia program evolution roadmap to drive business and operational value across t he organization.
Responsibilities
Collaborate cross-functionally within Manulife and with the Medallia Managed Services team to design, develop, plan, and execute on the Medallia program roadmap.
To gain expertise in Medallia's Product Suite and be able to deploy the latest Medallia Experience Cloud products, features, and functionality across the various business units. This includes but is not limited to new ways of collecting customer feedback, dashboards, close loop workflows, mobile app reporting (MM3 and Voices), Text Analytics, and other Medallia software add-ons.
Collaborate with business partners to identify key questions and leverage Medallia's analytical capabilities to drive insights, action plans, and operational improvements.
Make proactive data driven recommendations to business leaders based on feedback and insights driven through Medallia.
Train internal business teams on new Medallia features/functionality, processes, and best practices for maximizing their engagement. Leverage a What's in it for me approach to gain buy-in and educate users on how Medallia positively impacts the business.
Partner with IT to define data requirements including: data needed to drive business insights in Medallia, how data will be transferred, frequency of transfers, and how the data collected by Medallia is brought back in house and distributed throughout the organization.
Leverage Medallia Health Check to continually monitor the overall health of the program including user engagement, file processing statistics, and other key metrics.
Able to support other ad hoc tasks such as Dashboards, Reporting and Insights Development, and can do quality checks on the work of other analysts.
How will you create impact
The MBPS Voice of the Customer Team - exists to provide timely and actionable CX data and insights to enable Manulife in becoming the leading digital customer-centric organization in the industry.
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
Work Experience / Degree Qualifications
BA/BS in business administration, business information technology, statistics, or a related field.
5+ years experience in enterprise SaaS software, management or IT consulting, project management, market research, or similar experience.
3+ years of experience working with Medallia or related Experience Management software solution.
Technical Skills
Experience working in an Agile or Sprint cycle environment.
Strong data analysis skills with an ability to synthesize large sets of data and extract meaningful business insights.
Ability to troubleshoot data related issues and liaison with Medallia Managed Services or internal IT teams to quickly resolve issues.
Able to handle multiple tasks and shift work quickly based on changing business priorities.
Advantage if already with Medallia Admin Certification, Medallia Product Certification, and/or Medallia OCEM Certification.
Soft Skills
Effective verbal and written communication skills.
Demonstrated ability to interact effectively with a variety of audiences - up to senior management. Ability to clearly articulate ideas and results to diverse business and technical audiences.
A high degree of organizational skills, ability to set priorities, manage multiple demands/projects and the ability to complete tasks under strict timelines is required.
Innovation and Continuous Improvement Skills
Curious, highly motivated self-starter who is adept at problem solving and comfortable with learning new analytical, insights and consultancy skills.
Ability to recommend and implement improvements in ways of working - from processes, policies, reporting, and even team culture.
What can we offer you
A competitive salary and benefits packages.
A growth trajectory that extends up ward 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 culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all stakeholders 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