Customer Experience (CX) Insights Analyst

About this role

The Customer Experience (CX) Insights Analyst plays a critical role in helping John Hancock become the #1 choice for customers by ensuring customer feedback is translated into meaningful business action. As part of the Voice of the Customer (VoC) team, this role goes beyond traditional reporting and insight generation. The successful candidate will identify customer friction points across journeys, uncover root causes, align stakeholders around opportunities, and help orchestrate actions that drive measurable improvements in customer experience, loyalty, and advocacy.

Working closely with senior leaders and cross-functional teams, the analyst will leverage NPS, OSAT, customer research, operational metrics, journey analytics, and AI-enabled tools to generate actionable insights, forecast customer experience performance, and influence strategic priorities. Success in this role will be measured not only by the quality of insights generated, but by the business actions and customer outcomes those insights enable. The ideal candidate is a highly analytical self-starter, skilled in storytelling, stakeholder influence, and driving organizational accountability for customer experience improvement.

Position Responsibilities Customer Insight Generation: • Identify actionable insights by analyzing, synthesizing and reporting on NPS feedback, customer research, journey analytics, operational metrics, and customer feedback data.

• Identify root causes of customer pain points and friction across end-to-end customer journeys and recommend opportunities for improvement.

• Connect customer experience insights to business outcomes, including retention, service performance, operational efficiency, and customer loyalty.

CX Action Orchestration & Business Enablement: • Serve as a catalyst for customer-centric action by ensuring customer insights are translated into tangible business improvements.

• Partner with business leaders to prioritize customer experience opportunities based on customer impact, business value, and strategic importance.

• Facilitate cross-functional discussions that align teams around customer pain points, root causes, and improvement priorities.

• Establish mechanisms to track progress, outcomes, and accountability against customer experience improvement initiatives.

• Monitor the effectiveness of actions taken and measure their impact on NPS, satisfaction, customer effort, loyalty, and business outcomes.

• Proactively identify barriers preventing action and work with stakeholders to drive resolution.

• Champion a culture where customer feedback informs decision making and continuous improvement across the organization.

• Act as a trusted advisor to business partners by helping translate customer needs into actionable and measurable business improvements.

Executive Storytelling & Stakeholder Influence: • Translate complex customer and operational data into clear, concise, executive-ready narratives and recommendations.

• Present customer insights, performance trends, and improvement opportunities to senior leaders and cross-functional stakeholders.

• Facilitate action planning discussions and influence business partners to prioritize initiatives that improve customer experience.

• Drive accountability by partnering with stakeholders to monitor progress against agreed-upon customer experience improvement plans.

Measurement & Reporting: • Own monthly, quarterly and ad-hoc reports and scorecards across relevant business segments for all applicable NPS and OSAT surveys.

• Evolve dashboards and reporting to focus on actionable insights, drivers, and customer outcomes rather than simply metric performance.

• Build and maintain dashboards to effectively monitor customer experience trends, journey performance, and key CX KPIs.

NPS Strategy, Forecasting & Target Setting: • Lead NPS performance forecasting, trend analysis, and target-setting processes across business segments.

• Develop predictive views of NPS performance using historical trends, customer feedback signals, and operational metrics.

• Partner with business leaders to establish realistic but ambitious CX performance targets and success measures.

• Monitor leading and lagging indicators to identify risks and opportunities impacting NPS outcomes.

  AI & Advanced Analytics: • Leverage AI-enabled analytics tools and emerging technologies to enhance insight generation, customer feedback analysis, reporting efficiency, and decision support.

• Apply AI-assisted approaches to large-scale text analytics, thematic analysis, and sentiment identification within customer feedback data.

• Continuously evaluate new analytical tools and methodologies that improve speed, scalability, and quality of customer insights.

Required Qualifications:  • University Degree in quantitative, business, research or technical discipline.

• 2-3 years of experience in Customer Experience, Voice of Customer, Customer Insights, Market Research, Business Analytics or related fields.

• Demonstrated experience with NPS, customer satisfaction and customer feedback programs.

• Proven track record of presenting insights and recommendations to senior and executive leadership.

• Experience developing forecasts, targets, scorecards and measurement frameworks.

• Proficiency with Medallia, Qualtrics, Adobe Analytics or similar CX platforms.

• Advanced Excel and PowerPoint skills.

• Experience with Power BI, Tableau or similar visualization tools preferred.

• Working knowledge of generative AI and AI-enabled analytics tools for insight generation, research synthesis and reporting.

Preferred Qualifications: • Exceptional analytical, problem-solving, and business acumen skills, with the ability to translate customer insights into actionable recommendations and measurable business outcomes.

• Strong executive communication, storytelling, presentation, and stakeholder management skills, with a proven ability to influence and align diverse stakehol

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