Director, Programs & Change Enablement, CX AI

🔥 1 minute ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 CA$132k - CA$165k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• Craft transformation narratives including newsletters, microsites, executive briefings, and business cases • Simplify complex information, turn data into decisions, and communicate the urgency of the CXAI transformation • Connect technology investments to CSAT, first contact resolution, cost to serve, and revenue per contact • Build ROI frameworks to secure senior stakeholder buy-in • Own the CXAI transformation roadmap, including critical paths, deployment sequencing, and adoption milestones • Create scorecards and prioritization tools to maintain focus and accountability across the global organization • Design leadership programs, offsites, and team experiences to shift culture and build AI-first capabilities • Manage headcount planning, performance scorecarding, and direct budget ownership for the CX AI business unit • Build templates and program practices that apply TELUS Digital's CXAI tools internally

🎯 Requirements

• 7+ years leading large-scale transformation or change management programs • Experience ideally in technology, BPO, or customer experience • Deep fluency in contact center performance metrics, including CSAT, NPS, cost-to-serve, churn, and retention • Ability to tie technology investments to measurable business outcomes • Strong financial acumen and ability to build compelling business cases • Exceptional storytelling and communication skills • Data-driven mindset for turning complex insights into clear narratives • Superior program management discipline • Experience in strategy, management consulting, or senior transformation leadership • Bachelor's degree in Business, Economics, or related field • MBA strongly preferred

🏖️ Benefits

• 25% Annual Bonus, subject to the terms and conditions of the annual plan design • Remote work within the US or Canada • Option to be based out of a major US or Canada office location • Diverse and inclusive workplace • Global team environment