Customer Advocacy Reporting & Insights Specialist

The Customer Advocacy Reporting & Insights Specialist is responsible for delivering accurate, timely, and structured reporting and analysis to support the Customer Advocacy team and key stakeholders. The role focuses on transforming customer advocacy data into meaningful insights that support operational decision-making, performance monitoring, and continuous improvement.

Key responsibilities include developing and maintaining customer advocacy reports, ensuring data accuracy and consistency across complaints and escalations, producing regular and ad hoc reports, and supporting reporting requirements aligned with internal standards and governance frameworks.

Position Responsibilities:

• Develop and maintain Customer Advocacy reports, dashboards, and scorecards.

• Ensure accuracy, completeness, and integrity of complaints, escalations, and advocacy data.

• Manage reporting timelines and deliver reliable outputs to stakeholders.

• Perform data validation, reconciliation, and quality checks.

• Analyze customer complaints, feedback, and case data to identify trends and root causes.

• Translate data into clear and actionable insights.

• Highlight potential risks or performance gaps based on data analysis.

• Track and interpret performance against KPIs, SLAs, and service standards.

• Collaborate with Operations, Risk, Compliance, Legal, and other teams to support reporting needs.

• Prepare and share reports and insights with stakeholders.

• Respond to queries related to data, metrics, and reporting outputs.

• Support identification of process and service improvement opportunities based on data insights.

• Assist in tracking action plans and initiatives through reporting.

• Support evaluation of improvements using pre- and post-analysis.

• Ensure reporting aligns with governance, compliance, and regulatory requirements.

• Support consistency in reporting definitions, metrics, and templates.

• Contribute to maintaining clear and reliable representation of customer data in reports.

Required Qualifications:

• 2-4 years experience in handling data reports, insights and analytics

• Strong analytical and problem-solving skills

• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI)

• Ability to interpret and present data clearly

• High attention to detail and data accuracy

• Strong collaboration and communication skills

• Ability to manage multiple reporting requirements and deadlines.

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.

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 [email protected].