Director, Strategy & Change Enablement, CXAI

TELUS Digital

1d • $132,000 - $165,000 • Remote

About The Position

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, Strategy & 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.

Requirements

• 7+ years of 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), 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

Nice To Haves

• An MBA is strongly preferred

Responsibilities

• 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.
• Connect every technology investment to movement in key CX performance metrics (CSAT, first contact resolution, cost to serve, revenue per contact) and build ROI frameworks that secure stakeholder buy-in at the highest levels.
• 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.
• 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 CX AI business unit, making investment decisions alongside senior leadership and holding accountability for how resources translate to outcomes.
• Demonstrate the AI transformation by building templates and program practices that put our own CXAI tools to work, proving from the inside what an AI-powered organization actually looks like.

What This Job Offers

• Job Type: Full-time
• Career Level: Director