As AVP, GTO Strategy & Transformation, you will lead GTO's strategy, transformation agenda, and multi-year roadmap, while also overseeing the GTO global AI platform roadmap. Your focus will be on shaping where GTO is going and ensuring its transformation delivers measurable business value. You will lead multi-year strategy development, operating model transformation, AI enablement, value realization, workforce modernization, and enterprise-scale transformation initiatives. Working closely with Technology, Operations, Finance, People Partners, and business leaders, you will identify opportunities to redesign how work gets done, convert productivity gains into measurable business outcomes, and help build an AI-enabled growth engine that supports growth while maintaining expense discipline. This is an AI-native team — the team uses AI tools, agentic workflows, and LLM-connected platforms as its primary way of working, not as an occasional add-on.
Position Responsibilities:
GTO Strategy & Strategic Planning: Lead development of multi-year GTO strategy, transformation roadmaps, investment priorities, and strategic planning processes. Translate enterprise objectives into executable plans across Technology and Operations, ensuring strategic intent is reflected in investment and delivery decisions before resources are committed.
AI-Native Operating Model Transformation: Design and evolve future-state operating models that combine AI, automation, workforce transformation, and technology productivity to sustainably improve capacity, customer outcomes, and efficiency across Technology and Operations — including delivery models, product operating models, workforce structures, and technology ways of working.
Technology Productivity Realization: Partner with CIOs, COOs, and segment leaders to identify, quantify, and realize value from technology productivity improvements — including product operating models, engineering productivity, and delivery modernization — ensuring productivity gains translate into measurable operational and business outcomes rather than remaining theoretical.
Operational Transformation & Value Realization: Lead enterprise operational transformation initiatives across customer service, operations, digital channels, workforce productivity, and support functions. Current focus areas may include contact centre transformation, containment optimization, service modernization, and AI-enabled efficiency programs — with the underlying methodology (diagnostic rigor, cross-source data reconciliation, quantified business cases) designed to generalize to future transformation priorities as GTO's agenda evolves.
Workforce Transformation & Future Skills: Define workforce transition strategies, future-skill requirements, role redesign opportunities, and redeployment approaches required to support AI-enabled operating models. Partner with People Partners, L&D, and segment leaders to drive execution — setting direction, tracking progress, and identifying opportunities to accelerate adoption in partnership with segment leaders.
Enterprise Value Realization: Own benefit targets and KPI commitments across the GTO transformation portfolio. Establish and govern enterprise value realization methodologies, validate assumptions, reconcile benefit calculations across data sources, create defensible performance baselines, and ensure reported outcomes remain transparent and defensible to senior leadership and ELT — explicitly separating transformation-driven impact from organic or external trends.
Product & Portfolio Leadership Strengthened: Own and evolve the GTO AI product roadmap, defining priorities and sequencing releases across initiatives and reusable capabilities. Ensure product investments align with GTO strategic priorities and target-state operating model objectives, rather than being pursued independently of the broader transformation agenda.
Executive & Board-Level Narrative Ownership: Own the preparation of ELT and Board/Technology…