Sr. Director, Customer Intelligence & AI

Rogers Communications•Toronto, ON

7d•Onsite

About The Position

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity: Reporting to the SVP, Digital, the Sr. Director, Customer Intelligence & AI is responsible for leading Customer Intelligence and Digital Customer 360 Intelligence capabilities across Rogers. This role owns Digital Customer 360 Intelligence across Rogers by establishing a person-centric understanding of customers beyond traditional account, product, billing, and system identifiers. The role is accountable for connecting customer, behavioural, operational, and digital signals to generate actionable intelligence that improves customer and business outcomes. The Sr. Director, Customer Intelligence & AI will collaborate closely with Customer Base Management, Digital, Marketing, Care, Retail, Enterprise Data & AI, and Technology teams to transform data into customer intelligence, insights, and recommendations that support growth, retention, customer experience, and operational efficiency. This leader will establish the strategy, roadmap, and operating model for Customer Intelligence while building scalable capabilities that help Rogers better understand and serve its customers. This direction is consistent with the Customer 360, Customer Intent, and Customer Intelligence concepts reflected in prior Digital strategy work.

Requirements

10+ years of leadership experience in Customer Intelligence, Analytics, Data Science, Digital, Customer Experience, or related disciplines.
University degree in Business, Computer Science, Engineering, Mathematics, Statistics, or a related discipline.
Experience leading large-scale analytics, customer intelligence, or data organizations.
Demonstrated experience translating customer insights into measurable business outcomes.
Strong understanding of customer lifecycle management, behavioural analytics, customer segmentation, and customer engagement strategies.
Proven ability to influence senior leaders and lead cross-functional teams.
Strong communication, leadership, analytical, and problem-solving skills.
Ability to manage complexity, ambiguity, and organizational change.

Responsibilities

Lead the Customer Intelligence strategy and roadmap across Rogers.
Own the strategy, capabilities, and requirements for Digital Customer 360 Intelligence.
Establish a person-centric understanding of customers beyond traditional account, billing, product, and system identifiers.
Connect customer, behavioural, operational, and digital signals to create a unified, person-centric understanding of the customer across channels, products, and interactions.
Develop customer intelligence capabilities that identify customer intent, needs, engagement patterns, and growth opportunities.
Partner with Customer Base Management teams to improve customer retention, engagement, loyalty, and customer lifetime value.
Deliver actionable intelligence and recommendations that improve customer and business outcomes across Digital, Care, Retail, Field Operations, and emerging customer-facing experiences.
Lead multidisciplinary teams across Customer Intelligence, Data Science, Intelligence Products, Care Intelligence, and Network Experience Intelligence.
Oversee development and operation of predictive models, customer intelligence assets, and insight platforms.
Establish governance, measurement, and delivery processes that ensure intelligence assets are trusted, scalable, and actionable.
Translate business needs into customer intelligence capabilities that drive measurable value.
Collaborate with Digital, Marketing, Care, Retail, Operations, Customer Base Management, Enterprise Data & AI, and Technology teams.
Provide thought leadership on customer intelligence, customer understanding, and customer experience trends.
Connect initiatives across business units to identify opportunities for reuse, optimization, and enterprise value creation.
Facilitate stakeholder alignment, prioritization, and roadmap planning activities
Develop talent and organizational capabilities required to scale Customer Intelligence across Rogers.
Foster a culture of innovation, accountability, experimentation, and continuous improvement.
Lead workforce planning, succession planning, organizational design, and capability development across Customer Intelligence functions.