Rinki Sahay

Director, Data Science & Ai - Global Customer Analytics @Manulife

Toronto, ON, CA

Spearheaded a five-year digital transformation through AI/ML, developing scalable homegrown solutions that enhance executive decision-making, accelerate digitization, and position Manulife as a digital customer leader. Led global AI/ML strategy (CAI 1.0), delivering customer-centric solutions across the US, Canada, and Asia.Key Achievements:• Built and mentored a high-performing team of data scientists, ML engineers, and BI experts driving innovation. Managed multi-million $ in investments, optimized vendor partnerships and cross-functional collaboration to maximize ROI.• NLP AI Platform: Analyzes millions of call transcripts and thousands of chat surveys annually, identifies key themes, pain points, and provides real-time recommendations - improving NPS and reducing operational costs. Deployed across all Canadian business segments (Group Benefits, Individual Insurance, Affinity).• Sentiment & Detractor AI: Powers sentiment analytics and churn prediction models, providing insights to leadership and frontline teams to enhance service quality and retention.• Global Customer 360 Data Engine (GCDE): Established a secure, scalable omnichannel customer intelligence platform (calls, chats, surveys, app reviews, demographics, transactions) enabling AI-powered insights and personalization.

Praxis Business School

MBA, Marketing & Retail Operations

Patna Womens College

Bachelors in Computer Applications