Director, Programs & Change Enablement, CXAI

The Director, Programs & Change Enablement, CXAI will lead the planning, execution, and adoption of strategic transformation programs designed to modernize customer experience operations through AI-driven innovation. This role requires the ability to connect business objectives, technology initiatives, and organizational change efforts while ensuring measurable impact.

• Develop and communicate compelling transformation narratives through executive presentations, newsletters, business cases, and strategic communication materials.


• Translate complex AI and technology initiatives into clear business value, helping stakeholders understand priorities, opportunities, and expected outcomes.


• Own the CXAI transformation roadmap, including milestones, deployment strategies, adoption plans, critical paths, and performance tracking frameworks.


• Build ROI models and success metrics by connecting technology investments to key business indicators such as customer satisfaction, operational efficiency, and revenue impact.


• Design and implement change enablement programs, leadership initiatives, and organizational experiences that support AI adoption at scale.


• Manage program governance, resource planning, budgets, and performance scorecards while partnering with senior leadership.


• Create practical frameworks, templates, and operating practices that demonstrate effective AI adoption and transformation execution.


• Collaborate across business, technology, and operational teams to maintain alignment and accelerate delivery.

Requirements:

The ideal candidate brings extensive experience leading transformation, change management, or strategic programs within technology, customer experience, consulting, or operational environments. You should be comfortable working with executives, managing complex initiatives, and turning strategic visions into measurable results.

• 7+ years of experience leading large-scale transformation, change enablement, or strategic programs.


• Experience in technology transformation, customer experience, consulting, or similar enterprise environments.


• Strong understanding of contact center performance metrics, including customer satisfaction, retention, operational efficiency, and cost optimization.


• Proven ability to develop business cases, financial models, and ROI frameworks that influence executive decision-making.


• Exceptional storytelling, communication, and stakeholder management skills with the ability to simplify complex concepts.


• Strong program management capabilities, including managing competing priorities, timelines, resources, and organizational dependencies.


• Data-driven mindset with the ability to transform insights into actionable strategies.


• Experience operating in senior strategy, consulting, or transformation leadership roles.


• Bachelor’s degree in Business, Economics, or a related discipline.


• MBA experience is considered an asset.


• Ability to work effectively in a remote or hybrid environment with distributed teams.

Benefits:

• Competitive compensation package aligned with experience and impact.


• Flexible work options, including remote opportunities within Canada.


• Opportunity to lead high-impact AI and customer experience transformation initiatives at a global scale.


• Exposure to innovative technologies and enterprise-wide digital transformation programs.


• Collaborative environment with cross-functional teams and senior business leaders.


• Opportunities for professional growth, continuous learning, and leadership development.


• Inclusive workplace culture focused on diversity, innovation, and meaningful impact.