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. 

Hybrid

Job Description

The Opportunity

Manulife’s bold ambition is to become a digital, customer leader.  As part of this ambition, we have made a significant investment in Advanced Analytics and AI capabilities.  

The goal of the Canadian Advanced Analytics & AI team is to research, build, and deliver innovative capabilities to better know our customer, understand their financial and health needs and objectives, and create personalized experiences.   

As a Data Scientist, you will play a key role in achieving this ambitious mission of applying Generative AI tools. The successful candidate will work with vast amounts of information including sales data, call center recordings, NPS, web, behavioral data and many others to build models and analysis to improve the end-to-end customer experience and support our sales organization. This is a Canadian role with an opportunity to work in insurance, banking, marketing, group benefits, strategy and related areas. 

Responsibilities

•  Consult with internal business leaders and bring analytics driven insights to solve business challenges
• Develop and implement analytics enabled solutions to improve customer experience, drive customer engagement, and increase customer value.
• Work with Customer Experience, Human Center Design, Operations and IT teams to bring your ideas to production and bring real change in customer experience
• Review and analyze existing processes to identify customer opportunities. Work with large amounts of call center, web and other data sources to build comprehensive view of customer journey
• Provide thought leadership including researching new analytics methodologies, tools, and data
• Innovate and find creative ways to source customer data to support modeling efforts, applying structured and unstructured data using Big Data technologies and NLP
• Enable those who are not professional data analysts to effectively interpret data through effective communication of results 
• Calculate model impact/return on investment and communicate value analysis to partners
• Peer review other Data Scientists’ work and participate in model and code reviews

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

• An advanced degree such as a Masters or PhD in a quantitative field
• Minimum of 5 years of experience specifically in statistical/data analysis and data mining, predictive modeling, machine learning, optimization
• Previous experience in Data Science preferably from financial, retail or tech industry
• Previous experience in building & integrating LLMs into production systems
• Advanced experience in SQL, Python, PowerBI
• Practical experience with big data processing frameworks and techniques such as Azure, Databricks, Spark, Hive, PCF
• Well versed in software development methodologies, testing, release management, and maintenance. 
• Excellent communication, influencing, consulting and conflict management skills
• Adaptable and open to change with strong collaboration and presentation skills
• Proven project management and planning skills
• Some experience with Salesforce development

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward 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 partners and has a positive social and environmental impact.

#LI-Hybrid

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

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].

The annual base salary for this role is listed below.

Toronto, Ontario

Salary range is expected to be between

$74,270.00 CAD - $137,930.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary 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.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.