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Director - Customer Experience COE

  • Req ID: 100399
  • Department: Information Services
  • Job Type: Full Time
  • Position Type: Non-Union
  • Location: Calgary, Alberta
  • Country: Canada
  • % of Travel: 0-10%
  • # of Positions: 1
  • Job Available to: Internal & External


Canadian Pacific (TSX:CP)(NYSE:CP) is a transcontinental railway in Canada and the United States with direct links to eight major ports, including Vancouver and Montreal, providing North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit to see the rail advantages of Canadian Pacific.




The Director will lead a multi-year program to modernize CP’s Customer Experience technology, managing multiple technology dimensions, building of ITIL-standard sustainment and support processes/teams, and support for business enablement. A transformation leader with high energy, who is able to lead virtual, cross functional teams, and to engage senior stakeholders against a common north star vision and objective. The ideal candidate has a proven track record to define and deliver complex, multi-year IT roadmaps, with customer-facing/ digital capabilities.

The overall outcome of the program will be an effective and enabled Sales team, and a modernized, best-in-class technology footprint supporting Customer Experience.



  • Proactively engage with Lead-to-Cash leadership teams, to translate business goals and needs into IT strategy and deliverables
  • Lead the creation, planning, funding and delivery of the Customer Experience IT platform roadmap and initiatives, within the overall IT program management framework
  • Build and lead a team of highly engaged business, technical and functional experts
  • Manage budget preparation and spend to maximize return on investment 
  • Clients:  Internal stakeholders in M&S, and Network Service Centre - Director to VP level to influence & understand vision, challenges and requirements
  • IS: cross-functional peers Manager -> Project Managers -> Director -> MD/AVP/CIO to negotiate delivery of services and programs
  • External Customers – to convey information for research purposes to understand Customer Experiences
  • External Partners – to convey instructions and provide feedback as part of project deliver.  There will be a significant partner involvement in the delivery part of the job
  • Works on complex issues and relationships where analysis of situations or data requires in-depth evaluation of variable factors.  Constructs and may pursue alternative paths towards a solution. 
  • Departmental budget 1.5-2/5MM
  • Program budget $30-40MM over 3 years



  • Bachelor degree in Business Administration, Computer Science, Engineering or Technical Discpline
  • Proven experience delivering complex multi-dimensional customer-facing IT Programs
  • Proven experience delivering and deploying SalesForce ecosystem
  • Experience in leading large scale Salesforce transformation programs, as well as operation of mission-critical IT platforms globally
  • You know 'how good like looks like' for SFDC platform implementations and understand how customer organisations operate.
  • Thought leader with hands-on operational experience regarding customer-facing/ digital IT capacities', especially with regards to reporting, analytics and forecasting processes.



  • Flexible and competitive benefits package
  • Competitive company pension plan
  • Employee Share Purchase Plan
  • Performance Incentive Program 
  • Annual Fitness Subsidy




As an employer with national presence, the possibility does exist that the location of your position may be changed based on organizational requirements.


Background Investigation:

The successful candidate will need to successfully complete the following clearances:    

  • Criminal history check
  • Reference check


Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CP. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.


CP is an equal opportunity employer committed to the principles of employment equity and inclusion. We welcome applications from all qualified individuals. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act ("PIPEDA").  

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