Director of Global Contact Center AI and Advanced Analytics

We are seeking a Director of Global Contact Center AI and Advanced Analytics to lead our efforts in transforming data into actionable insights, leveraging AI technologies to craft the product roadmap for our contact centers worldwide. The Global Contact Center team handles and supports clients and employees across numerous countries and product lines. In this role, you will collaborate with a team of skilled data scientists and work closely with business stakeholders to deliver impactful analytics solutions powered by AI. Your ability to craft scalable global analytics is vital in crafting a roadmap for Customer Experience, Personalization, and Contact Center transformation.

Position Responsibilities: 

• Partner with business stakeholders to understand their challenges and deliver insights that inform strategic decision-making and product development.
• Analyze customer demographics, interactions, and transactions using AI technologies to uncover insights that optimize contact center operations.
• Apply advanced analytics techniques to identify trends, formulate hypotheses, and discover correlations, translating these into actionable business insights.
• Effectively communicate complex data insights to both technical and non-technical audiences through clear presentations, ensuring alignment with business objectives.
• Work with data scientists and analytics teams to deliver solutions that meet company standards and provide continuous, actionable insights.
• Stay updated with AI and machine learning advancements to refine and enhance analytics tools, ensuring they meet the evolving needs of the contact center.

Required Qualifications:

• 10-12 years of experience in data analytics, with a consistent record of leading initiatives that address sophisticated business challenges.
• Proficient in data exploration, wrangling, and visualization, with expertise in programming languages such as Python, R, and SQL.
• Advanced degree in Data Science, Computer Science, Mathematics, Engineering, Statistics, or a related field, complemented by significant professional experience.

Preferred Qualifications:

• Proven experience in developing and implementing analytics solutions that inform strategic decisions within a contact center environment.
• Skilled in driving business conversations and crafting impactful presentations to convey insights to leadership teams.
• Outstanding communication skills, with the ability to explain sophisticated analytics concepts to diverse audiences effectively.
• Demonstrated success in delivering data-driven insights that align with business objectives and drive positive results.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

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

• As part of our global team, we’ll support you in shaping the future you want to see. 

#LI-Hybrid

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 https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$110,530.00 CAD - $205,270.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.