Director of Global Contact Center AI and Advanced Analytics

Manulife / John Hancock; Toronto; On-site; CAD 110,000 - 206,000; Full time

Job summary

A leading financial services provider in Toronto is seeking a Director of Global Contact Center AI and Advanced Analytics. This role involves transforming data into actionable insights and optimizing operations using AI in a hybrid work environment. The ideal candidate should have 10-12 years of experience in data analytics with strong skills in Python, R, and SQL. Attractive compensation includes a salary range of CAD 110,530 - 205,270 with various benefits.

Benefits

Opportunities for learning and career growth

Flexible, inclusive environment

Health benefits

Paid time off

Qualifications

• 10-12 years of experience in data analytics leading complex business solutions.
• Proven record in optimizing contact center operations using AI.
• Skilled in communicating analytics insights to diverse audiences.

Responsibilities

• Lead initiatives transforming data into actionable insights using AI.
• Analyze demographics and interactions to optimize operations.
• Collaborate with data scientists for impactful analytics solutions.

Skills

Data exploration proficiency

Data visualization skills

Python expertise

R knowledge

SQL proficiency

Education

Advanced degree in Data Science or related field

Job description

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Director of Global Contact Center AI and Advanced Analytics

Apply locations: Toronto, Ontario | Full time | Posted yesterday | End date: July 26, 2025 | Job requisition ID: JR25061328

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 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 shaping the 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 optimize contact center operations.
• Apply advanced analytics techniques to identify trends, formulate hypotheses, and discover correlations, translating these into actionable business insights.
• Communicate complex data insights effectively to both technical and non-technical audiences through clear presentations, ensuring alignment with business objectives.
• Collaborate 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 proven record of leading initiatives that address sophisticated business challenges.
• Proficiency in data exploration, wrangling, and visualization, with expertise in Python, R, and SQL.
• Advanced degree in Data Science, Computer Science, Mathematics, Engineering, Statistics, or a related field, with significant professional experience.

Preferred Qualifications :

• Experience in developing and implementing analytics solutions within a contact center environment.
• Skilled in business communication and impactful presentation delivery to leadership teams.
• Excellent communication skills to explain complex analytics concepts to diverse audiences.
• Track record of delivering data-driven insights that drive business results.

What We Offer :

• Opportunities for learning and career growth.
• A flexible, inclusive environment supporting well-being.
• Support in shaping your future within our global team.

LI-Hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make decisions easier and lives better. Learn more at https://www.manulife.com/en/about/our-story.html.

Equal Opportunity Employer

We embrace diversity and foster an inclusive work environment. We are committed to fair recruitment, development, and retention practices without discrimination based on race, ethnicity, gender, age, disability, or other protected grounds.

We provide accommodations for applicants with disabilities during the application process. To request accommodations, contact [e-mail].

Location: Toronto, Ontario | Working Arrangement: Hybrid | Salary Range: CAD 110,530 - 205,270

For roles outside primary location, contact [e-mail] for salary info. Actual salary varies based on market, location, and experience. Benefits include health, dental, mental health, retirement plans, paid time off, and more.

We are dedicated to creating a workplace with opportunities for all employees to grow and succeed.

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