About TELUS Digital
TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com.
Position Overview:
As a Director Customer Experience, you lead a team who develop the end-to-end customer experience strategy, driving customer loyalty and fostering business growth. You drive aggressive churn and penalty reduction targets and develop global programs to enhance our operational performance. You manage the performance, drive engagement, and foster development of your team.
* Develop and enhance customer sentiment reporting mechanisms
* Create programs and mechanisms to drive tight account and KPI management and reporting
* Lead initiatives to support the transition to a global operations support structure (scorecards, dashboard, etc.)
* Develop programs to significantly enhance agent performance leveraging technology (AI, automation, process redesign), in partnership with Operations and Human Resources
* Partner with commercial to ensure strong Commercial and Operations interlock on key programs, metrics, and focus
* Manage funnel forecast and risk mitigation tactics and planning
* Partner with Finance to create a comprehensive end-to-end revenue assurance program
* Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship
Core Competencies:
* Giving support, focusing on customers, embracing technology, managing self-development
* Providing leadership, leading change, building effective teams, managing stakeholders
* Ability to think innovatively and develop and implement long-term strategies that align with organizational goals and drive customer-centric growth
* Strong understanding of customer service principles, practices, 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 drive fast decision making, removal of barriers, and instill a bias for action
* Ability to understand and manage financial metrics related to customer experience and revenue growth
* Ability to direct the resolution of highly complex or unusual business problems applying advanced critical thinking
* Advanced presentation skills, with the ability to negotiate and influence at all levels of the organization
Qualifications:
* 10+ years of experience in customer experience, customer service, 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:
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
* We passionately put our customers and communities first
* We embrace change and innovate courageously
* We grow together through spirited teamwork
At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
Seniority level
Director
Employment type
Full-time
Job function
Management and Strategy/Planning
Industries
Outsourcing and Offshoring, Consulting, IT Services, and IT Consulting
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