Associate Principal,CX Strategy Job Vancouver area,BC Canada,IT/Tech

Position: Associate Principal, CX Application Strategy

Who We Are

Welcome to— where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of, 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, 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

Our Associate Principal, CX Application Strategy, is an integral part of our Strategy team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays) in Vancouver, BC.

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 the 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

3+ 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 Zen Desk, Amazon Connect, Twilio, Intercom, or NiCE experience is highly preferred

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

Equal Opportunity Employer

At TELUS Digital, we are proud to be an…

Associate Principal, CX Strategy