Director, Programs – Change Enablement, CX AI

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🗽 New York, North Carolina, +3 more states – Remote

🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $132k - $165k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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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 Contact Center performance metrics and build ROI frameworks for stakeholder buy-in. • Own the CXAI transformation roadmap, including critical paths, deployment sequencing, and adoption milestones. • Build scorecards and prioritization tools to maintain organizational focus and accountability. • 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 CXAI business unit. • Make investment decisions with senior leadership and hold accountability for resource-related outcomes. • Build templates and program practices that apply CXAI tools internally and demonstrate AI-powered operations.

🎯 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 performance outcomes • Strong financial acumen and ability to build compelling business cases • Exceptional storytelling and communication skills • Data-driven approach to turning complex insights into clear, credible narratives • Superior program management discipline and ability to manage competing priorities • Experience in strategy, management consulting, or senior transformation leadership • Bachelor's degree in Business, Economics, or a related field • MBA is a bonus

🏖️ Benefits

• $132K–$165K base salary • Equity • 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 • Equal opportunity workplace • Diverse and inclusive workplace