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:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well 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 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 .