Senior Innovation Strategist - CX

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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.

The Opportunity

TELUS Digital is seeking a CX Innovation Senior Strategist to continually work with a subset of our contact center clients in El Salvador or Guatemala to transform contact center operations through digital innovation and automation (while increasing volumes and/or improving contact center outcomes). The ideal candidate will have experience in management consulting, with the ability to counsel clients and product teams on digital CX initiatives to drive superior business outcomes, and estimate the business value at stake from implementing such initiatives. A key aspect of this role includes being able to craft ‘win/win’ commercial arrangements to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards.

Responsibilities:

• Identify, prioritize, and size the business impact of opportunities to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards
• Craft commercial arrangements to be able to implement these opportunities (likely transitioning to outcome-based arrangements and/or bundling digital/AI improvements into renewal contracts).
• 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
• Regularly collaborate with senior client stakeholders to understand their customer experience vision, implementation considerations, and key success factors
• Collaborate with other functions to bring the ‘best of the best’ expertise across TELUS Digital to our clients (e.g., sales, operations, product, technology, AI product)
• 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’
• Conduct innovation and road-mapping workshops with clients in support of regular strategic reviews
• Lead preparation and development of deliverables for clients to assess their current technology stack and identify areas of improvement

Qualifications:

• At least 1 year of top-tier management consulting experience with demonstrated expertise in the Banking and Financial Services industry (including FinTech), and/or eCommerce or Technology sectors.
• Strong conceptual problem-solving skills, with the ability to quantify the business value of tech/AI solutions
• Familiarity with journey mapping, business case modeling, or tools like Tableau, Zendesk, or NICE is a plus
• 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
• Proficiency in German and English.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning, Business Development, and Customer Service

• Industries

  IT Services and IT Consulting, Business Consulting and Services, and Outsourcing and Offshoring Consulting

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