Director, Programs & Change Enablement, CXAI

Location & Flexibility

This role can operate remotely within the US or Canada OR be based out of one of our major US or Canada office locations - Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON, or Vancouver, BC.

Opportunity

TELUS Digital is redefining what's possible in customer experience. As a global CXAI operation supporting 75,000 team members, we're not just talking about AI transformation. We're living it. Now we need a bold, sharp, and strategically fearless leader to architect how we bring it to life across every corner of our business.

Responsibilities

• Tell the story of transformation: Craft the narratives, such as newsletters, microsites, executive briefings, and business cases, that make our CXAI ambition tangible and exciting. Simplify the complex, turn data into decisions, and make people feel the urgency of where we're going.
• Drive measurable outcomes: Fluent in the metrics that matter: CSAT, first contact resolution, cost to serve, revenue per contact. Connect every technology investment to movement in those numbers and build ROI frameworks that secure stakeholder buy-in at the highest levels.
• Led the transformation roadmap: Own the CXAI transformation roadmap end-to-end, including critical paths, deployment sequencing, adoption milestones, and build the scorecards and prioritization tools that keep a global organization focused and accountable.
• Build capability at scale: Design leadership programs, offsites, and team experiences that shift culture and build AI-first capabilities across the organization. Manage headcount planning, performance scorecarding, and direct budget ownership for the CXAI business unit, making investment decisions alongside senior leadership and holding accountability for how resources translate to outcomes.
• Lead by example: Don’t just plan the AI transformation, but you demonstrate it. Build templates and program practices that put our own CXAI tools to work, proving from the inside what an AI-powered organization actually looks like.

Competencies

• 7+ years of leading large-scale transformation or change management programs, ideally in technology, BPO, or customer experience
• Deep fluency in Contact Center performance metrics (CSAT, NPS, cost-to-serve, churn, retention), and the ability to tie technology investments to real movement in those numbers
• Strong financial acumen. Build business cases that move stakeholders to act
• Exceptional storytelling and communication skills
• Data-driven mindset that turns complex insights into clear, credible narratives
• Superior program management discipline, manage competing priorities with urgency and composure
• Experience in strategy, management consulting, or a senior transformation leadership role

Bonus Points

• MBA

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.

Career Path: Director

Compensation Range: $132K - $165K