Director, Business Consulting, VRS, CX

The Director of Business Consulting, VRS, CX is responsible for leading a consulting organization dedicated to customer value realization, business transformation, and successful adoption of CX technologies. This role requires strategic leadership, operational excellence, financial ownership, and the ability to translate technology capabilities into measurable customer outcomes.

• Lead and develop a high-performing consulting organization focused on delivering measurable customer value and business impact.


• Manage and mentor business consultants and application consultants responsible for CX transformation initiatives.


• Drive consulting delivery excellence by establishing scalable processes, methodologies, and performance standards.


• Oversee customer engagements to ensure successful adoption, optimization, and long-term ROI from technology solutions.


• Serve as a strategic advisor to senior customer executives, connecting solution capabilities with business objectives, operational improvements, and KPI outcomes.


• Develop and execute consulting strategies across quality management, interaction analytics, speech analytics, text analytics, and AI-enabled CX capabilities.


• Manage business performance, including revenue, bookings, margins, utilization, forecasting, and subscription renewals.


• Establish operational frameworks that improve efficiency, consistency, and delivery quality across the consulting organization.


• Translate organizational strategy into structured processes and initiatives that support scalable growth.


• Collaborate with sales, product, engineering, marketing, and customer success teams to align priorities and ensure market readiness.


• Represent the consulting organization in executive briefings, customer meetings, industry events, and strategic discussions.


• Identify opportunities to expand customer relationships through additional services and transformation initiatives.


• Promote data-driven decision-making and continuous improvement across consulting programs.

Requirements:

The ideal candidate is a senior consulting leader with extensive experience driving enterprise transformation, customer experience strategies, and technology-enabled business outcomes. They should bring strong leadership capabilities, financial understanding, and deep expertise in CX platforms, analytics, and AI-driven solutions.

• 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management, or enterprise software/SaaS environments.


• Proven success leading consulting teams that deliver measurable business value through technology adoption and operational improvements.


• Strong understanding of CCaaS, customer experience platforms, analytics, quality management, and modern AI-enabled CX capabilities.


• Expertise in interaction, speech, and text analytics, as well as quality management solutions.


• Experience managing business performance, including revenue ownership, margins, utilization, and financial planning.


• Strong business and operational acumen, including experience managing P&L responsibilities.


• Highly analytical mindset with the ability to transform data insights into actionable strategies and measurable results.


• Experience leading complex enterprise engagements and influencing senior executive stakeholders.


• Familiarity with CX analytics platforms or comparable interaction analytics technologies is required.


• Advanced degree such as an MBA in Business, Analytics, Data Strategy, or a related field is preferred.


• Exceptional communication skills with strong executive presence and the ability to present complex concepts clearly.


• Strategic thinker with the ability to integrate AI, analytics, and change management into broader transformation initiatives.


• Innovative, adaptable, and passionate about customer success and value-driven consulting.

Benefits:

• Opportunity to work remotely from Canada.


• Executive-level role leading strategic customer transformation initiatives.


• Ability to shape consulting methodologies and influence the future of CX delivery.


• Exposure to innovative AI, analytics, cloud, and customer experience technologies.


• Opportunity to lead and develop a talented consulting team.


• Collaborative environment with cross-functional global teams.


• Career growth opportunities within a technology-driven organization.


• Inclusive culture focused on innovation, learning, and professional development.