Sr. Director, Customer Intelligence & AI

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:

Who we're looking for:
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.

What you'll do:

• Customer Intelligence & Digital Customer 360
  • 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.
• Data Science & Intelligence Products
  • 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.
• Business Enablement
  • 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
• Team Leadership
  • 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.

What you bring:

• 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.

What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  
  • My Path: self-driven career development program
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership.
• Our commitment to the environment and diversity:
  
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 340186

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes:  Technology