Director, Strategy – Change Enablement, CXAI

This is a fully remote position, open to applicants in Canada.

📋 Description

• Narrate the journey of transformation: You will create engaging narratives, including newsletters, microsites, executive briefings, and business cases, that bring our CXAI vision to life and make it compelling. You distill complexity, convert data into actionable decisions, and instill a sense of urgency about our direction.

• Drive quantifiable results: You possess a strong understanding of key metrics such as CSAT, first contact resolution, cost to serve, and revenue per contact. You link every technology investment to changes in these metrics and develop ROI frameworks to gain buy-in from stakeholders at the highest levels.

• Oversee the transformation roadmap: You will take full ownership of the CXAI transformation roadmap, including critical paths, deployment sequences, and adoption milestones, while creating scorecards and prioritization tools that ensure a global organization remains focused and accountable.

• Enhance capabilities at scale: You will design leadership programs, offsite events, and team experiences that transform the culture and cultivate AI-first capabilities throughout the organization. You will manage headcount planning, performance scorecards, and direct budget responsibilities for the CX AI business unit, making investment decisions with senior leadership and ensuring resources are effectively translated into outcomes.

• Exemplify leadership: You don't merely plan for AI transformation; you embody it. You will develop templates and program practices that leverage our own CXAI tools, showcasing from within what it means to be an AI-driven organization.

⛳️ Requirements

• Over 7 years of experience leading large-scale transformation or change management initiatives, preferably in technology, BPO, or customer experience sectors.

• Deep understanding of CX performance metrics (CSAT, NPS, cost-to-serve, churn, retention), with the capability to connect technology investments to tangible changes in these figures.

• Strong financial insight; you create business cases that motivate stakeholders to take action.

• Outstanding storytelling and communication abilities.

• A data-driven approach that transforms complex insights into clear and credible narratives.

• Excellent program management skills, adept at handling competing priorities with urgency and poise.

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

• Bachelor's degree in Business, Economics, or a related field.

• An MBA is highly preferred.

🏝️ Benefits

• Offers Bonus

• 25% Annual Bonus, contingent upon the terms and conditions of the annual plan design.