Director, Technology Strategy

Overview

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.

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, Enterprise Technology, 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 This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

As the Director, Technology Strategy, you will lead one of our fastest-growing service offerings within Enterprise Technology. You will drive the development and delivery of large-scale, cross-functional operational transformation programs — reimagining business processes, integrating enabling technologies, and delivering measurable outcomes. This role is both strategic and executional. You will shape our Technology Strategy playbook, scale delivery capabilities, and lead high-impact client engagements across industries.

You’ll partner with executive stakeholders, coach cross-functional teams, and bring a consulting-led mindset to uncover operational inefficiencies and unlock value.

• Lead Client Impact:
  Serve as the executive sponsor on complex transformation engagements, ensuring delivery excellence, stakeholder alignment, and measurable ROI
• Guide clients in redesigning core operations, modernizing workflows, and embedding process excellence through data and automation
• Translate strategic priorities into operational outcomes using lean methods, journey mapping, service blueprinting, and digital enablers

• Scale the Practice:
  Build and evolve the Technology Strategy offering — codifying IP, frameworks, accelerators, and GTM assets aligned to our Enterprise Technology vision
• Establish scalable delivery models with blended global teams (onshore, nearshore, offshore)
• Collaborate with Sales and Account leaders to shape pursuit strategy, craft proposals, and close new logos and expansion deals

• Enable Growth:
  Mentor and develop a high-performing team of transformation practitioners, analysts, and process designers
• Define and track KPIs to measure program impact, customer experience, and operational efficiency
• Serve as a thought leader — representing TELUS Digital at industry forums, partner events, and client advisory boards

• 12+ years of experience in operations, business transformation, or process improvement leadership roles
• Track record of leading large-scale transformation programs across industries (preferably in telecom, Agriculture, or consumer sectors)
• Demonstrated expertise in contact center customer journey mapping and optimization
• Proven experience in process simplification and automation within contact center environments
• Strong expertise in operating model redesign, process automation, CX-driven transformation, and change management
• Experience in supply chain optimization, cost management, and change management
• Exceptional project and program management skills
• Experience leveraging analytics, workflow tools, and automation platforms to enable transformation
• Ability to simplify complex information and streamline data into compelling presentations and recommendations
• Executive presence with the ability to influence C-level stakeholders and simplify complex ideas
• Certifications in Lean Six Sigma (Black Belt preferred), Prosci (Change Management), or PMP are strong assets
• Backgr…