Senior Director, CX Transformation

Who We Are

Welcome 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.

Location

This 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, CA 

The Opportunity

We 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 scale

As 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.

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

Strategic Planning and Execution 

• 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

Partner/Vendor Relationship Management

• 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

Client Engagement and Delivery

• 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

CX Vision and Thought Leadership

• 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

Practice Operations & Governance

• 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.

Innovation & IP Development

• 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.

Cross-functional Collaboration

• 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.

Client Success & Lifetime Value

• 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.

Qualifications

• 15+ 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 preferred
• 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 

• Experience in a professional services or consulting environment preferred

Equal Opportunity Employer

At 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.

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