About TELUS Digital
TELUS Digital designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global brands. The company's services support the full lifecycle of its clients' digital transformation journeys.
Director Customer Experience Role Overview
You will lead a team who develop the end-to-end customer experience strategy, driving customer loyalty and fostering business growth. You will drive aggressive churn and penalty reduction targets and develop global programs to enhance operational performance.
* Develop customer sentiment reporting mechanisms
* Create programs to drive tight account and KPI management and reporting
* Lead initiatives to support transition to a global operations structure (scorecards, dashboard)
* Develop programs to enhance agent performance leveraging technology (AI, automation, process redesign), in partnership with Operations and Human Resources
* Partner with commercial to ensure strong interlock on key programs, metrics, and focus
* Manage funnel forecast and risk mitigation tactics and planning
* Partner with Finance to create a comprehensive revenue assurance program
* Lead and develop a high-performing team, providing guidance, support, and mentorship
Core Competencies
We are looking for individuals with:
* Leadership skills, including managing self-development and stakeholders
* Ability to think innovatively and develop long-term strategies that align with organizational goals
* Strong understanding of customer service principles and technologies
* Expertise in mapping and optimizing customer journeys across multiple touchpoints and channels
* Proficient in analyzing complex customer data and translating insights into actionable strategies
* Strong ability to influence and collaborate with cross-functional teams and senior leadership
* Ability to understand and manage financial metrics related to customer experience and revenue growth
Qualifications
To be successful, you should have:
* 10+ years of experience in customer experience or related roles; 5+ years in senior leadership roles
* Bachelor's degree in Business Administration, Marketing, or related field
* MBA is an asset
* Proficient oral and written English
TELUS Digital Values
We value individuals who:
* Passionately put our customers and communities first
* Embrace change and innovate courageously
* Grow together through spirited teamwork
Job Details
Seniority level: Director
Employment type: Full-time
Job function: Management and Strategy/Planning
Industries: Outsourcing and Offshoring, Consulting, IT Services, and IT Consulting