Basic Information
Ref Number
Req_00140203
Last day to apply
30-Sep-2024
Primary Location
BG - Sofia - TELUS Tower
Country
Bulgaria
Description and Requirements
We are seeking a highly experienced CX Strategy Director/Senior Director to drive strategic transformation initiatives within our global contact center operations.
This role is pivotal in identifying, quantifying, and prioritizing digital and AI opportunities to enhance customer experience.
The ideal candidate will have a strong background in management consulting and a proven ability to leverage advanced analytics to deliver impactful business outcomes. This is a key leadership role with the opportunity to shape the future of customer experience at TELUS Digital.
Key Responsibilities:
We Offer:
Does it sound like the perfect job for you? Apply now!
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
#LI-DNI
This role is pivotal in identifying, quantifying, and prioritizing digital and AI opportunities to enhance customer experience.
The ideal candidate will have a strong background in management consulting and a proven ability to leverage advanced analytics to deliver impactful business outcomes. This is a key leadership role with the opportunity to shape the future of customer experience at TELUS Digital.
Key Responsibilities:
- Lead comprehensive digital strategy diagnostic efforts to identify and prioritize opportunities for digital and AI-driven transformation within contact center operations.
- Provide strategic advisory services on transforming contact center operations, focusing on enhancing customer experience, driving operational efficiencies, and capturing business value.
- Utilize data-driven insights to guide decision-making processes, ensuring strategies are informed by robust analytics and aligned with business objectives.
- Conduct in-depth user and business research, including interviews, surveys, ethnographic studies, and market analysis, to surface insights and propose actionable digital opportunities.
- Develop and present business cases that clearly demonstrate the ROI of proposed digital and AI-driven initiatives. Collaborate with global executive leadership teams to present findings, ensuring alignment with organizational goals and driving stakeholder buy-in.
- Partner with business development teams to craft compelling proposals, provide accurate estimations, and deliver impactful pitches that highlight the value of CX transformation.
- 6-10 years of management consulting experience, preferably from a top management or professional services firm.
- Demonstrated expertise in leading strategy and technology transformation efforts for large-scale contact center operations, with a significant focus on digital and AI opportunities.
- Proficiency in conducting user and business research, utilizing advanced analytics to extract actionable insights and inform strategy development.
- Exceptional communication, presentation, and facilitation skills, with the ability to engage and influence executive audiences.
- Strong ability to navigate ambiguity with autonomy, confidence, and a focus on speed to value.
- Deep understanding of contact center technology, operations, metrics, 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 is required
We Offer:
- Fully paid training
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
- Relocation package for candidates outside Bulgaria
Does it sound like the perfect job for you? Apply now!
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
#LI-DNI
Additional Job Description
#FEEL GOOD WITH US! TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.
| Language Reference |
|---|
| English |
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
