Associate Principal, CX Application Strategy

WillowTree; Vancouver; Hybrid; CAD 132,000 - 165,000; Full time

Job summary

A leading digital product consultancy in Vancouver seeks an experienced Associate Principal, CX Application Strategy to drive digital and AI transformation initiatives. You will shape recommendations, collaborate with various teams, and prioritize tech opportunities to enhance customer experience. The ideal candidate has over 5 years in consulting or technology strategy, and strong communication skills. This role offers competitive compensation with hybrid work flexibility and comprehensive benefits including healthcare and 401K matching.

Benefits

Healthcare benefits - Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Life & Disability Insurance

Qualifications

• 5+ years of experience in management consulting, product, and/or technology strategy.
• Proficient in tech/AI stack considerations for contact centres.
• Strong strategic and analytical skills, with the ability to quantify business value.

Responsibilities

• Help clients define front-end application features for Digital CX strategy.
• Collaborate to develop a maturity framework for tech/AI readiness.
• Identify tech/AI opportunities to enhance customer experience.

Skills

Management consulting

Technology strategy

Customer experience management tools

Analytics platforms

Excellent communication skills

Tools

CRM systems

CCaaS

Job description

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.

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.

Location and Flexibility

This role will be in a Work From Near (Hybrid) capacity based our of our Vancouver, BC office.

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 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 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

• 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 with which to assess 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 prioritize 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 prioritized contact centre clients
• Provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements
• Ensure that there is a clear tech/AI architecture vision where prioritized tech/AI solutions can be effectively deployed and integrated (i.e., articulate the high‑level technology architecture solution, gaps, and recommended actions to fill)
• Collaborate with cross‑functional teams to keep enablement collateral (ex: sales) up‑to‑date and relevant
• Stay up‑to‑date on tech/AI trends in the contact centre, educating and inspiring the organization and clients with the ‘art of the possible’

Skills & Qualifications

• 5+ 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.) as well as integration requirements for deploying new tech/AI solutions into existing tech stack
• 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

Annual Salary Range

$132,000 - $165,000 CAD

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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What We’ll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!