Director, Programs & Change Enablement, CXAI
Core
Architecting and executing the Customer Experience AI (CXAI) transformation strategy across a global organization of 75,000 employees, translating vision into actionable programs and measurable business outcomes.
Role type
Director, Programs & Change Enablement
Builds
Global CXAI transformation roadmap, leadership capability programs, and ROI frameworks for AI investments.
Domain
Customer Experience (CX) and Artificial Intelligence (AI) within the Telecommunications and Digital Product Consultancy industry.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Large-scale transformation leadership, Contact Center performance metrics fluency (CSAT, NPS, cost-to-serve), financial acumen, strategic storytelling, program management, budget ownership, stakeholder management
Preferred skills
MBA, experience in management consulting or senior transformation leadership
Technologies
AI tools, CX platforms
Responsibilities
Craft transformation narratives and executive briefings, drive measurable outcomes by connecting tech investments to contact center metrics, own the end-to-end CXAI transformation roadmap, design leadership programs to build AI-first capabilities, manage headcount planning and budget for the CX AI business unit
Seniority
Director, strategic leadership & execution
