Director, Programs & Change Enablement, CXAI

Overview

This opportunity is offered on behalf of a partner company located in Canada. The role centers on leading transformative initiatives at the crossroads of customer experience, artificial intelligence, and organizational change. The successful candidate will convert strategic AI goals into concrete programs with measurable outcomes and scalable implementation plans.

Collaborating closely with senior executives, you will craft compelling transformation stories, develop business cases, and establish roadmaps that guide decisions enterprise-wide. This role demands a strategic leader capable of linking technology investments to business value and driving operational improvements.

Your efforts will contribute to building AI-centric capabilities, enhancing organizational readiness, and accelerating innovation globally. The candidate should bring robust program leadership, communication skills, financial insight, and a strong motivation to effect significant change.

Key Responsibilities

• Develop and convey persuasive transformation narratives across executive presentations, newsletters, business cases, and strategy communication materials.
• Translate complex AI and tech initiatives into understandable business value, clarifying priorities and expected outcomes for stakeholders.
• Own and manage the CXAI transformation roadmap, incorporating milestones, deployment approaches, adoption strategies, critical paths, and performance monitoring mechanisms.
• Construct ROI models and success metrics that tie technology investments to business KPIs such as customer satisfaction, efficiency, and revenue impacts.
• Design and deploy change enablement programs and leadership initiatives that facilitate large-scale AI adoption.
• Oversee program governance, resource allocation, budgeting, and performance scorecards in collaboration with senior leadership.
• Develop operating frameworks, templates, and practices that exemplify effective AI adoption and transformation execution.
• Foster collaboration among cross-functional teams including business, technology, and operations to maintain alignment and speed delivery.

Qualifications

• At least seven years of experience leading large-scale transformation, strategic, or change enablement programs.
• Background in technology transformation, customer experience, consulting, or related enterprise environments.
• Strong comprehension of contact center performance metrics—covering customer satisfaction, retention, operational efficiency, and cost optimization.
• Proven expertise in developing business cases, financial models, and ROI frameworks to guide executive decision-making.
• Outstanding communication, storytelling, and stakeholder engagement capabilities, simplifying complex ideas effectively.
• Solid program management skills handling multiple priorities, deadlines, resources, and organizational interdependencies.
• Data-driven approach with ability to transform insights into actionable strategies.
• Experience in senior roles involving strategy, consulting, or transformation leadership.
• Bachelor’s degree in Business, Economics, or related fields required; MBA is advantageous.
• Comfortable working in remote or hybrid distributed team environments.

Benefits

• Competitive pay commensurate with experience and impact.
• Flexible working arrangements including remote options within Canada.
• Leadership of impactful AI and customer experience transformation projects on a global scale.
• Access to cutting-edge technologies and enterprise digital transformation initiatives.
• Engagement in a collaborative atmosphere involving cross-functional teams and senior leaders.
• Opportunities for ongoing professional development, learning, and leadership growth.
• Inclusive work culture valuing diversity, innovation, and meaningful contributions.

Additional Information

This position is filled through a partner company that handles applications and subsequent hiring steps. Artificial intelligence tools may support parts of the recruitment process, such as application review and resume analysis; final hiring decisions remain with human recruiters. Candidates can inquire further about data processing and privacy.