Telus Digital

Director, Programs & Change Enablement, CX AI

Remote, British Columbia · Director

Sponsorship not specifiedDetected 26 days ago

Customer SupportLeadershipCommunication

About the role

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.
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

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 CX AI 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.
Strong financial acumen. You build business cases that move stakeholders to act
Superior program management discipline, you manage competing priorities with urgency and composure
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.

Requirements

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

Nice to have

An MBA is strongly preferred

Benefits

As Director, Programs & Change Enablement, you'll sit at the intersection of vision and execution.

Company info

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.
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
With a global team across North America, South America, Central America,

Equal opportunity

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.

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This listing is sourced directly from Telus Digital's careers page and normalized into a canonical job model.