Customer Experience (CX) Insights Analyst

John Hancock is seeking a Customer Experience (CX) Insights Analyst to help translate customer feedback into meaningful business actions, driving measurable improvements in customer experience, loyalty, and advocacy. This role sits within the Voice of the Customer (VoC) team and focuses on identifying friction points, uncovering root causes, and aligning stakeholders to prioritize and execute customer-centric initiatives.

About the role

The successful candidate 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 will be measured by the business actions and customer outcomes driven by these insights. The ideal candidate is a highly analytical self-starter with strong storytelling, stakeholder influence, and organizational accountability skills.

Responsibilities

• Customer Insight Generation:
  • Analyze, synthesize, and report on NPS feedback, customer research, journey analytics, operational metrics, and customer feedback data to identify actionable insights.
  • Identify root causes of customer pain points and friction across end-to-end journeys, recommending 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 translating insights into tangible business improvements.
  • Partner with business leaders to prioritize customer experience opportunities based on impact, business value, and strategic importance.
  • Facilitate cross-functional discussions to align teams around customer pain points, root causes, and improvement priorities.
  • Establish mechanisms to track progress, outcomes, and accountability for customer experience improvement initiatives.
  • Monitor the effectiveness of actions and measure their impact on NPS, satisfaction, customer effort, loyalty, and business outcomes.
  • Proactively identify and resolve barriers preventing action.
  • Champion a culture where customer feedback informs decision-making and continuous improvement.
  • Act as a trusted advisor to business partners, helping translate customer needs into actionable and measurable 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 customer experience initiatives.
  • Drive accountability by partnering with stakeholders to monitor progress against agreed-upon improvement plans.
• Measurement & Reporting:
  • Own monthly, quarterly, and ad-hoc reports and scorecards for NPS and OSAT surveys across relevant business segments.
  • Evolve dashboards and reporting to focus on actionable insights, drivers, and customer outcomes rather than metric performance.
  • Build and maintain dashboards to 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 to improve speed, scalability, and quality of customer insights.

Requirements

• University degree in a 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 stakeholders around customer-centric priorities.
• Expertise in customer experience measurement, including NPS forecasting, target setting, KPI management, performance tracking, and customer journey analysis.
• Demonstrated ability to lead through influence, navigate ambiguity, manage multiple priorities, and balance strategic thinking with operational execution in a fast-paced environment.
• Highly organized, detail-oriented, and AI-literate self-starter with strong project management skills, a growth mindset, and a commitment to data integrity, continuous improvement, and execution excellence.

Benefits

• Flexible work environment with a focus on well-being and inclusion.
• Customizable benefits, including:
  • Health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.
  • Adoption/surrogacy and wellness benefits.
  • Employee/family assistance plans.
• Retirement savings plans, including pension/401(k) savings plans and a global share ownership plan with employer matching contributions.
• Financial education and counseling resources.
• Generous paid time off program in the U.S., including:
  • Up to 11 paid holidays.
  • 3 personal days.
  • 150 hours of vacation.
  • 40 hours of sick time (or more where required by law).
  • Full range of statutory leaves of absence.

Pay

Salary range is expected to be between $73,350.00 USD - $122,250.00 USD, depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Schedule

Hybrid work arrangement based in Boston, Massachusetts.