Associate Principal, CX Infrastructure Strategy

Position Overview

• Location Type: Work From Near (Hybrid) or Work From Anywhere (Remote)
• Job Type: Full-time
• Salary: Not specified

About TELUS Digital: TELUS Digital is 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.

About the Opportunity: WillowTree, a TELUS Digital Company, is seeking an experienced Associate Principal, CX Infrastructure 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 the 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

• Helps clients define the supporting stack of technologies to execute Digital CX strategy goals, and most importantly how this supporting stack should be configured, including CCaaS.
• 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.
• Ensure that tech/AI solutions are able to be effectively deployed and integrated (i.e., articulating the high-level technology architecture vision, gaps, and recommended actions to fill).
• Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date.

Requirements

• (Details not provided in the job description)

Application Instructions

• (Details not provided in the job description)