Vice President, Customer Strategy, AI & Transformation

ABC Financial Services•Vancouver, BC

9d•$190,000 - $210,000•Remote

About The Position

We are seeking an accomplished executive to lead the strategic transformation of our global Customer Support organization. Reporting to the SVP of Customer Support, the Vice President will shape the future operating model of Customer Support by leveraging AI, organizational design, and enterprise transformation practices to fundamentally redefine how we serve customers and enable our teams. This executive will lead one of the company's most significant business transformation initiatives, reimagining customer support for an AI-first future. Success in this role will be measured not by how effectively you optimize today's support organization, but by how successfully you help define and build what customer support becomes in an AI-enabled future. This role requires deep experience leading large-scale organizational change, influencing executive stakeholders, designing future-state operating models, and driving enterprise-wide adoption of new ways of working. This is not a traditional Customer Support leadership role, nor is it a technical AI position. It is a transformation leadership role for an executive who has successfully modernized customer-facing organizations at scale.

Requirements

15+ years of progressive executive leadership experience leading large-scale transformation within customer-facing organizations.
Proven success leading enterprise-wide AI or digital transformation initiatives that fundamentally changed operating models, customer experiences, or workforce effectiveness (beyond chatbots, copilots, and basic automation).
Deep experience in organizational design, operating model development workforce transformation, and change leadership.
Demonstrated ability to influence executive stakeholders across multiple business functions without direct authority.
Experience developing long-term business strategy and translating strategic vision into enterprise execution.
Strong executive presence with exceptional communication and storytelling skills.
Track record partnering with Product, Engineering, Data, Technology, Finance, Legal, and Operations to deliver transformational business outcomes.
Experience leading complex, cross-functional initiatives with significant organizational impact.
Ability to balance strategic thinking with disciplined execution in fast paced, evolving environments.
Passion for leveraging AI and emerging technologies to transform customer experiences and organizational performance.

Nice To Haves

Experience leading transformation within Fortune 500 or other highly complex customer-facing organizations.
Experience modernizing customer support, service, operations, or customer experience organizations through AI and automation.
Background in consulting or enterprise transformation functions.
Experience leading customer experience transformation across multiple channels and geographies.
Familiarity with contact center platforms and customer support technologies.
Experience in SaaS, financial services, technology, travel, telecommunications, or similarly complex service organizations.

Responsibilities

Partner with the SVP of Customer Support to define the long-term vision and operating model for a modern, AI-enabled global support organization.
Lead enterprise-scale transformation initiatives that redesign how customer support is structured, delivered, measured, and continuously improved.
Design future-state organizational models, workforce strategies, governance structures, and operating rhythms that enable scalable growth.
Develop and execute a multi-year AI transformation strategy focused on customer experience, employee productivity, operational excellence, and business outcomes.
Serve as the executive leader responsible for aligning Product, Technology, Data, Operations, Legal, Security, and Customer Success around transformation priorities.
Lead organizational change management across multiple business functions, ensuring leaders and employees successfully adopt new operating models and ways of working.
Translate executive strategy into measurable transformation roadmaps with clear milestones, business outcomes, and accountability.
Establish executive-level success metrics that measure organizational effectiveness, customer outcomes, operational performance, AI adoption, and return on investment.
Champion a culture of innovation, experimentation, continuous improvement, and responsible AI adoption.
Represent Customer Support transformation strategy with executive leadership, Board-level audiences, and external partners when appropriate.