Senior Director Contact Centre Strategy
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Define contact centre strategy and future-state operating model Establish governance routines and transformation success measures Lead measurable service-model change across partners Strengthen oversight of risk and operational controls Deliver transformation outcomes with member-facing teams Requirements:
Business, technology, finance education or equivalent experience 10+ years progressive leadership in financial services or transformation Experience delivering business cases and service-model change Strong influence across executives, partners, and frontline teams Genesys, Prosci, Lean Six Sigma, or CCXP experience advantageous Advance Vancity’s future-state contact centre through strategic judgment, member engagement, and disciplined enterprise transformation leadership.
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Senior Director Contact Centre Strategy
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