Associate Principal, CX Application Strategy

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

 

Location and Flexibility

This role will be in a Work From Near (Hybrid) capacity based our of one of the following offices: Boston (MA), Charlottesville (VA), Columbus ( OH), Durham (NC).

 

The Opportunity

We are seeking an experienced Associate Principal, CX Application Strategy to help drive digital/AI transformation initiatives within our global contact center operations. This role is pivotal in shaping and executing digital/AI recommendations and will work in close partnership with CX strategy and AI product teams. The ideal candidate will have a strong strategic mindset, a deep understanding of the technology stack associated with world-class customer experience, and ability to counsel clients and product teams on digital CX initiatives to drive superior business outcomes. This is a key leadership role with the opportunity to redefine the future of customer experience for TELUS Digital’s clients.

 

Responsibilities

• Help clients figure out front-end application & UX features to enable Digital CX strategy, including defining AI tools and how their success will be measured

• Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework with which to assess tech/AI implementation readiness for TELUS Digital contact center clients

• Test and refine the tech/AI maturity framework with contact center clients across 2-3 select industries

• Identify and prioritize tech/AI opportunities to enhance customer experience, improve operational outcomes, and/or drive customer value

• Work with Product teams to deploy tech/AI solutions at prioritized contact center clients

• Provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements

• Ensure that there is a clear tech/AI architecture vision where prioritized tech/AI solutions can be effectively deployed and integrated (i.e., articulate the high-level technology architecture solution, gaps, and recommended actions to fill)

• Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date and relevant

• Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’

 

Skills & Qualifications

• 5+ years of experience in management consulting, product, and/or technology strategy

• Proficient in tech/AI stack considerations for contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.) as well as integration requirements for deploying new tech/AI solutions into existing tech stack

• Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions

• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels

• Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in contact center tech/AI

 

Annual Salary Range

$140,000 - $200,000 USD

 

Equal Opportunity Employer

At TELUS Dig