Director, Strategy & Change Enablement, CXAI

Responsibilities

• Tell the story of transformation by crafting narratives, newsletters, executive briefings, and business cases that make the CXAI ambition tangible.
• Drive measurable outcomes by connecting technology investments to key metrics such as CSAT, first contact resolution, and cost to serve.
• Lead the transformation roadmap end-to-end, including deployment sequencing, adoption milestones, and accountability scorecards.
• Build capability at scale through leadership programs and team experiences that shift culture toward AI-first capabilities.
• Manage headcount planning, performance scorecarding, and direct budget ownership for the CXAI business unit.
• Demonstrate AI transformation by building program practices that utilize internal CXAI tools.

Requirements

• 7+ years of experience leading large-scale transformation or change management programs, ideally in technology, BPO, or customer experience.
• Deep fluency in CX performance metrics (CSAT, NPS, cost-to-serve, churn, retention).
• Strong financial acumen with the ability to build compelling business cases.
• Exceptional storytelling and communication skills.
• Data-driven mindset with the ability to turn complex insights into clear narratives.
• Superior program management discipline and the ability to manage competing priorities.
• Bachelor's degree in Business, Economics, or a related field.

Preferred Qualifications

• MBA is strongly preferred.

About the Company

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS. We design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture, supporting a global team across North America, South America, Europe, and APAC.