General Description

At TELUS International, 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 International.

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.

Required Skills & Experience:

• 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.

Why Join TELUS International?

Join TELUS International and lead the charge in transforming customer experience through digital innovation. You'll be part of a dynamic, collaborative team that values creativity, innovation, and impactful leadership.