Director, Programs & Change Enablement, CX AI

WHO WE ARE

Welcome to TELUS Digital https://www.telusdigital.com/, where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Enterprise Technology, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

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

THE 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.

As Director, Programs & Change Enablement, you'll sit at the intersection of vision and execution. You'll translate our CXAI strategy into stories people believe, programs people follow, and results leaders can take to the board. This is equal parts communications, transformation strategy, and organizational change, and it demands someone who can operate with equal conviction in a 75,000-person all-hands and a C-suite investment review.

RESPONSIBILITIES

- Tell the story of transformation: You'll craft the narratives, such as newsletters, microsites, executive briefings, and business cases, that make our CXAI ambition tangible and exciting. You simplify the complex, turn data into decisions, and make people feel the urgency of where we're going.

- Drive measurable outcomes: You're fluent in the metrics that matter: CSAT, first contact resolution, cost to serve, revenue per contact. You connect every technology investment to movement in those numbers and build ROI frameworks that secure stakeholder buy-in at the highest levels.

- Lead the transformation roadmap: You'll 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: You design leadership programs, offsites, and team experiences that shift culture and build AI-first capabilities across the organization. You 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: You don't just plan the AI transformation, but you demonstrate it. You 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. You build business cases that move stakeholders to act

- Exceptional storytelling and communication skills

- A data-driven mindset that turns complex insights into clear, credible narratives

- Superior program management discipline, you manage competing priorities with urgency and composure

- Experience in strategy, management consulting, or a senior transformation leadership role

- Bachelor's degree in Business, Economics, or related field

BONUS POINTS

- MBA

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