Levi Oakey
Research Manager, Customer Experience and Insights @Manulife
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WORK HISTORY
Research Manager, Customer Experience and Insights @Manulife
Waterloo, ON, CA
As a Customer & Market Research Manager, I’ve led the design and delivery of end-to-end customer feedback programs, integrating digital touchpoints and advanced analytics to enhance experience measurement. I spearheaded the development of Power BI dashboards for the VOICE program and Brandwatch reporting, enabling real-time insights into customer sentiment and market trends. My work includes building custom AI applications using prompt engineering to optimize model performance and uncover deeper insights. I’ve collaborated closely with analytics, digital, and CRM teams to launch new feedback platforms and improve experience tracking across channels. Additionally, I’ve managed cross-functional projects focused on asset retention and growth, aligning reporting strategies with business objectives. I regularly present findings to senior leadership, translating complex data into clear, actionable insights that inform strategic decisions.
EDUCATION
Concordia University
BA, Political Science
ABOUT LEVI OAKEY
Seasoned customer experience and market research professional currently serving as Manager of Customer Experience & Insights at Manulife Financial. I lead end-to-end feedback programs, develop real-time analytics dashboards, and build custom AI tools to uncover actionable insights. I collaborate across research, marketing, and CRM teams to improve satisfaction and NPS outcomes, while managing technical resources like a SharePoint-based Research Portal. Outside of work, I’m a passionate community builder—co-chairing the Mount Hope-Breithaupt Park Neighbourhood Association and leading grassroots soccer initiatives through the Breithaupt Park Athletic Club. My past advocacy includes roles with the City of Kitchener’s Cycling Advisory Committee and sustainability-focused organizations like CIGI and REEP Green Solutions.
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