Director - Global Advanced Customer Analytics

3 months ago

Toronto, Canada Manulife Full time

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.

**Working Arrangement**

Hybrid

**The Opportunity**

We are seeking a motivated Director Advanced Analytics to lead our Customer Experience Optimization initiatives within the Global Advanced Customer Analytics team at Manulife/John Hancock As a key driver of our Customer Experience (CX) & Personalization initiatives, you will orchestrate the development of innovative solutions. Your focus will be on developing ML solutions to construct scalable topic models supporting multi languages, harnessing insights from interaction signals. These initiatives will empower Manulife to derive actionable insights from customer interaction data enabling teams across Customer Centricity/Research, call center operations, Digital experience to understand customer difficulties and enhance our products and services to improve customer experience and NPS scores. Your leadership will be instrumental in propelling our Customer Experience, Personalization, Call Center transformation, and Digital initiatives in alignment with our established roadmap.

**Responsibilities**
- Manage a team of Senior Data Scientist, Data Scientists and ML Engineers to build and support AI solutions globally. Talent management, coaching and building a strong team
- Work closely with CX/Marketing partners representing Advance analytics team and deliver products against CX VOC(Voice of Customer) roadmap.
- Collaborate with Data Analysts, Data offices and IT Subject Matter Experts (SMEs) in North America segments to enhance and maintain standard models & curated data assets for customer interaction and demographics data
- Partner with ASIA teams to expand solutions implemented in North America, embracing reusable solution and accelerate delivery in ASIA
- Understand source data and formulate hypotheses and insights required to solve business problem prior to model design & development.
- Design products to solve business problems using variety of AI/ML solutions like Traditional NLP, LLM, Generative AI & RAG; using Azure and Databricks platforms
- Embrace best practices, processes related to MLOps, Coding standard methodologies for the broader data science and engineering teams
- Experience in designing Data engineering/ML code base in Pyspark and runtime performance optimization techniques to support large processing and consumption use cases
- Mentor and provide guidance to junior team members, fostering a culture of continuous learning and improvementStay abreast of industry trends and advancements in AI/ML to continuously enhance our global CX advanced analytics products

**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 in Data Science, Computer Science, Mathematics, Engineering, Statistics, or another quantitative field, complemented by significant professional experience
- Proven expertise in developing and scaling data analytics & engineering products, along with a track record of solving sophisticated business challenges through data science, with at least 10-12 years of experience in these areas
- Experience in team and people management, lead and mentor a team of data scientists and collaborate effectively with cross-functional teams
- Proficiency in data wrangling, preprocessing, and visualization, with advanced skills in programming languages such as Python, R, and SQL, as well as a deep understanding of agile solution development principles
- Hands-on experience with big data processing frameworks and platforms such as Azure, Databricks, and Spark
- Outstanding communication skills, including the ability to effectively communicate sophisticated data science concepts to technical and non-technical partnersA solid track record of successfully delivering AI/ML solutions aligned with business goals

**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 ba

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