As TELUS Digital we are prioritizing expanding our outbound business development efforts and identifying digitization opportunities in the Customer Experience (CX) business. The promise of our vision and partnership is that we can create solutions for our clients that provide their customers seamless and digital-first end-to-end solutions across their entire journey. The “north star” to finding these solutions for clients is in the contact centers -- where everyday agents are dealing with the reality of customers’ experiences with our clients' brands. One of the greatest competitive advantages TELUS Digital has is access to this data, via both data sets/recordings, but more importantly, witnessing these interactions with customers in real-time by doing ethnographic studies and interviewing agents and clients. 

Competencies | How they’ll operate to achieve the outcomes

This role will operate by leveraging a unique set of CX-focused competencies to drive transformative outcomes. They will employ their deep understanding of contact center technology, operations, and metrics to identify areas for improvement and innovation. Their proficiency in advanced analytics will be crucial in extracting actionable insights from complex datasets, including call center data and customer interaction records. The role will utilize these insights to develop comprehensive digital strategy diagnostics, prioritizing opportunities for digital and AI-driven transformation that directly impact customer satisfaction and loyalty. Their strong communication and presentation skills will be essential in articulating these strategies to executive audiences, ensuring buy-in for CX initiatives. The leader will also apply their expertise in CX best practices to guide cross-functional teams in implementing customer-centric solutions. 

This team member will will work with the CX strategy and Operations leadership, but success will require individual contribution and some unique skills: 

• Digital Strategy Expertise, Ability to develop and implement comprehensive digital strategies that enhance customer experience across all touchpoints.

• Advanced Analytics Proficiency, Skill in utilizing complex data sets and advanced analytical techniques to extract actionable insights for improving customer experience.

• User and Business Research, Capability to conduct in-depth research using various methodologies such as interviews, surveys, and ethnographic studies to surface customer insights and business opportunities.

• Contact Center Operations Knowledge, Deep understanding of contact center technology, metrics, and operational processes, with the ability to identify areas for improvement and innovation.

• Cross-functional Leadership, Ability to lead and collaborate with diverse teams across different departments to drive CX transformation initiatives.

• Strategic Communication, Exceptional skill in articulating complex ideas, presenting compelling strategies, and influencing executive stakeholders to drive buy-in for CX initiatives.

• Innovation and Problem-Solving, Capacity to navigate ambiguity, think creatively, and develop innovative solutions to enhance customer experience in digital and AI-driven environments.

• Business Case Development, Ability to create and present robust business cases that clearly demonstrate the ROI of proposed CX improvement initiatives.

• Digital Product Development, Knowledge of digital product creation processes and the ability to guide the development of customer-centric digital solutions across various platforms.

• Change Management, Skill in managing and driving organizational change to implement new CX strategies and foster a customer-centric culture.

Requirements

• Proven expertise in leading CX, digital strategy, and technology transformation efforts with a significant focus on digital and AI opportunities preferably from a top management or professional services firm.

• Strong analytical skills with the ability to extract actionable insights from complex data sets.

• Excellent communication, presentation, and facilitation skills to influence executive audiences.

• Ability to navigate ambiguity with autonomy, confidence, and a focus on speed to value.

• Deep understanding of contact center technology, operations, and areas for improvement. Autonomous, proactive problem-solver with the ability to lead cross-functional teams. 

• Bachelor's or Master's degree in a related field.

What’s in it for you:

• Private medical and life insurance from day one.

• Employee Stock Purchase Plan ESPP

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.