Associate Principal, CX Application Strategy

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.

Our global team operates across North America, South America, Central America, Europe, and APAC, offering 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, we enable seamless, trusted, 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 support our collaborative culture, the role maintains an in‑office presence in a hybrid capacity (Tuesdays and 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 centre operations. This pivotal role shapes and executes digital/AI recommendations and partners closely with CX strategy and AI product teams. The ideal candidate brings a strong strategic mindset, deep knowledge of the technology stack that underpins world‑class customer experience, and the ability to counsel clients and product teams on digital CX initiatives that deliver superior business outcomes. This key leadership position offers 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 that assesses tech/AI implementation readiness for TELUS Digital contact centre clients.
• Test and refine the tech/AI maturity framework with contact centre clients across 2–3 select industries.
• Identify and prioritise 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 prioritised contact centre clients.
• Provide input into the CX Product roadmap and consistently feed new product features into CX strategy engagements.
• Ensure a clear tech/AI architecture vision where prioritised tech/AI solutions can be effectively deployed and integrated (articulate the high‑level technology architecture solution, gaps, and recommended actions to fill).
• Collaborate with cross‑functional teams to keep enablement collateral (e.g., sales) up‑to‑date and relevant.
• Stay up‑to‑date on tech/AI trends in the contact centre, educating and inspiring the organisation 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 centres (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.) and integration requirements for deploying new tech/AI solutions into an existing tech stack.
• ZenDesk, 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 centre tech/AI.

Equal Opportunity Employer

At TELUS Digital, 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.

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Compensation Range: CA$132K – CA$165K

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