Director, Programs & Change Enablement, CXAI

📋 Description

• Tell the story of transformation with newsletters, briefs, and business cases.
• Drive measurable outcomes using CSAT, first contact resolution, and ROI.
• Own the CXAI transformation roadmap end-to-end with prioritization tools.
• Build capability at scale with leadership programs, offsites, and budgets.
• Lead by example, creating templates and practices for an AI-powered org.

🎯 Requirements

• 7+ years leading large-scale transformation or change programs.
• Fluency in contact center metrics CSAT, NPS, cost-to-serve, churn, retention.
• Strong financial acumen; build business cases that move stakeholders.
• Exceptional storytelling and communication skills.
• A data-driven mindset turning insights into credible narratives.
• Superior program management discipline with competing priorities.
• Experience in strategy, management consulting, or senior transformation leadership.
• Bachelor's degree in Business, Economics, or related field.

🎁 Benefits

• MBA