Senior Director, Cx Transformation

Who We AreWelcome to TELUS Digital — where innovation drives impact at a global scale.As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.LocationThis role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON or Vancouver, BCThe OpportunityWe are seeking a visionary and results-driven Senior Director, CX Transformation to lead and scale our global Contact Center as a Service (CCaaS) practice.This executive will be responsible for developing innovative service offerings, building high-performance teams, managing strategic vendor alliances, and driving measurable business outcomes for clients across industries.The ideal candidate will bring deep expertise in contact center transformation, CX digitization, and CCaaS platform deployment, coupled with a strategic mindset and leadership acumen to drive growth and operational excellence at scaleAs a thought leader in the CX space, you will shape the future of customer interactions.Your expertise will be critical in navigating the rapidly evolving landscape of digital customer engagement, ensuring our offerings remain at the forefront of industry advancements.You will collaborate with cross-functional teams and C-level executives to create market offerings and services that encompass end-to-end digital solutions from Data & AI, Enterprise Platforms, Application Modernization, and Cloud Transformation to drive CX initiatives, fostering a culture of continuous improvement and contributing significantly to our clients' success.This approach will inform our efforts to move towards the digitization of CX more broadly.ResponsibilitiesDevelop, Lead, and Scale the CCaaS practiceEstablish, define, and evolve the CCaaS service offerings aligned with market demand, vendor capabilities, industries, and client needsBuild a global, multidisciplinary team of business consultants, technical architects, implementation leads, and support specialistsEstablish standardized methodologies, delivery frameworks, accelerators, and tools to ensure repeatable, high-quality engagementsStrategic Planning and ExecutionDevelop and execute go-to-market strategies, including solution packaging, pricing, and sales enablementDrive year-over-year growth in bookings, revenue, and marginLead strategic planning cycles and ensure alignment with corporate objectivesOwn end-to-end practice-level P&L accountability, with a strong focus on financial performance and scalabilityPartner/Vendor Relationship ManagementBuild 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 opportunitiesRepresent the firm in partner councils, roadmap discussions, and executive summitsClient Engagement and DeliveryOversee key client engagements to ensure successful delivery and measurable outcomesPartner with Delivery directors to advise on best practices and learnings and incorporate into the GTM planAct as an executive sponsor when requiredConduct client advisory sessions and CX auditsCX Vision and Thought LeadershipCreate 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 strategyPublish thought leadership and represent the firm at conferences, webinars, and industry forumsAct as a trusted advisor to client executives on CX transformation strategy for internal and external clientsPractice Operations & GovernanceEstablish 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.Innovation & IP DevelopmentLead 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.Cross-functional CollaborationPartner 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.Client Success & Lifetime ValueDevelop 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.Qualifications15+ years of experience in contact center transformation, consulting, or related CX transformation roles, including leadership experience managing large teams with P&L responsibility.Background in consulting or advisory environments preferredProven track record of successfully delivering large-scale CCaaS implementations and transformation projects that delivered real business outcomesProven 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 optimizationDeep understanding of CX industry trends and best practicesStrong understanding of contact center technologies, AI applications, and digital channelsAbility 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 buildingUnderstanding of regulatory requirements in contact center operationsExperience in developing and executing go-to-market strategies; proven P&L management experience with track record of driving revenue growthStrategic thinking and ability to develop and execute long-term plansAbility to simplify complex information and streamline data into compelling presentations and recommendationsRobust 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 ideasExperience in a professional services or consulting environment preferredEqual Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.We will only use the information you provide to process your application and to produce tracking statistics.Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.For more information on how we use your information, see our Privacy Policy.What We'll OfferIn addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:Healthcare benefits - Medical, Vision, Dental401K matchingEmployee Share Purchase PlanCompetitive PTO PolicyEmployee Assistance Program (EAP)Life & Disability InsuranceAnd moreAnnual Performance BonusThis position is eligible for anannual performance bonus based on personal, division/business unit, and company performance.The range displayed is only the annual base salary.To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process.Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends.To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.Annual Base Salary Range (Performance Bonus Eligible) $164,000 — $205,000 CAD#J-18808-Ljbffr