Senior Director, CX Transformation

Summary

Join TELUS Digital as a Senior Director, CX Transformation to lead and scale the global Contact Center as a Service (CCaaS) practice. Develop innovative service offerings, build high-performance teams, and manage strategic vendor alliances. Drive measurable business outcomes for clients across industries by leveraging expertise in contact center transformation, CX digitization, and CCaaS platform deployment. Shape the future of customer interactions by navigating the evolving landscape of digital customer engagement. Collaborate with cross-functional teams and C-level executives to create market offerings and services encompassing end-to-end digital solutions. Foster a culture of continuous improvement and contribute significantly to client success. This role involves strategic planning and execution, partner/vendor relationship management, client engagement and delivery, CX vision and thought leadership, practice operations & governance, innovation & IP development, and cross-functional collaboration.

Requirements

• 15+ years of experience in contact center transformation, consulting, or related CX transformation roles, including leadership experience managing large teams with P&L responsibility
• Proven track record of successfully delivering large-scale CCaaS implementations and transformation projects that delivered real business outcomes
• Proven experience leading CCaaS transformation across multiple verticals (e.g., financial services, healthcare, retail, telecommunications)
• Knowledge of CX digitization, including contact center modernization, agent training, and process optimization
• Deep understanding of CX industry trends and best practices
• Strong understanding of contact center technologies, AI applications, and digital channels
• Ability to translate business challenges into technology-driven CX solutions
• Experience with major CCaaS platforms (Genesys, Five9, Zendesk, Google CES, Amazon Connect); experience in vendor partnership management and alliance building
• Understanding of regulatory requirements in contact center operations
• Experience in developing and executing go-to-market strategies; proven P&L management experience with track record of driving revenue growth
• Strategic thinking and ability to develop and execute long-term plans
• Ability to simplify complex information and streamline data into compelling presentations and recommendations
• Robust attention to detail, quality in all aspects of delivery, and upholding self and team deliverables to the highest standards
• Executive presence with the ability to influence C-level stakeholders and simplify complex ideas

Responsibilities

• Develop, Lead, and Scale the CCaaS practice
• Establish, define, and evolve the CCaaS service offerings aligned with market demand, vendor capabilities, industries, and client needs
• Build a global, multidisciplinary team of business consultants, technical architects, implementation leads, and support specialists
• Establish standardized methodologies, delivery frameworks, accelerators, and tools to ensure repeatable, high-quality engagements
• Develop and execute go-to-market strategies, including solution packaging, pricing, and sales enablement
• Drive year-over-year growth in bookings, revenue, and margin
• Lead strategic planning cycles and ensure alignment with corporate objectives
• Own end-to-end practice-level P&L accountability, with a strong focus on financial performance and scalability
• Build and nurture strategic alliances with leading CCaaS platform providers (Genesys, Five9, Zendesk, Google CES, Amazon Connect, eGain, Verint)
• Establish joint go-to-market plans with platform vendors to drive co-sell and co-delivery opportunities
• Represent the firm in partner councils, roadmap discussions, and executive summits
• Oversee key client engagements to ensure successful delivery and measurable outcomes
• Partner with Delivery directors to advise on best practices and learnings and incorporate into the GTM plan
• Act as an executive sponsor when required
• Conduct client advisory sessions and CX audits
• Create a cross-capability vision and offering aimed at accelerating the digitization of CX for clients: modernization of contact center, agentic AI, CX audits, process optimization, agent training, telephony
• Stay ahead of industry trends in contact center AI, automation, digital channels, workforce engagement, and CX strategy
• Publish thought leadership and represent the firm at conferences, webinars, and industry forums
• Act as a trusted advisor to client executives on CX transformation strategy for internal and external clients
• Establish governance frameworks to ensure consistent project execution, quality assurance, risk management, and post-implementation reviews
• Implement performance metrics and KPIs for team utilization, client satisfaction (e.g., CSAT, NPS), delivery excellence, and innovation
• Optimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets to improve margins and scalability
• Lead the development of proprietary tools, accelerators, and solution blueprints that differentiate the firm in the market
• Foster a culture of innovation within the practice by encouraging experimentation, learning, and emerging tech adoption (e.g., AI, RPA, GenAI, IVA)
• Identify and incubate new service lines (e.g., managed services for CCaaS, AI operations, outcome-based pricing models)
• Advise on the integration of AI-driven customer experience solutions, such as AI chatbots, virtual agents, sentiment analysis, and predictive analytics
• Partner with other capability leads (e.g., AI/ML, analytics, digital strategy, managed services) to create integrated CX transformation offerings
• Collaborate with Sales, Marketing, and Alliances to support pre-sales efforts, account planning, and create pipeline growth and identify new revenue streams
• Work with HR and Talent Acquisition to define competency models, role expectations, and global hiring plans for the CCaaS team
• Develop programs to increase client lifetime value, including renewal, upsell, and expansion opportunities
• Support long-term account growth by identifying new opportunities within existing clients and working closely with account managers

Preferred Qualifications

• Background in consulting or advisory environments preferred
• Experience in a professional services or consulting environment preferred

Benefits

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus