CX & AI Strategy Leader — Associate Principal

TELUS Digital; Vancouver; Hybrid; CAD 130,000 - 160,000; Full time

Benefits offered by this job

Flexible work arrangements

Inclusive workplace culture

Job summary

A leading digital consultancy is seeking an Associate Principal, CX Application Strategist responsible for driving digital and AI transformation initiatives across global contact center operations. This hybrid role requires 5-10 years of experience in management consulting or digital strategy, focusing on customer experience innovation and utilizing modern contact center technology. The ideal candidate will act as a strategic bridge between business goals and AI solutions, enabling organizations to enhance customer experiences and operational efficiency.

Qualifications

• 5-10 years of experience in management consulting or digital strategy.
• Proficient in modern contact center ecosystems.
• Strong communication skills with the ability to present to executives.

Responsibilities

• Act as a strategic bridge between business goals and AI capabilities.
• Design AI-driven CX strategies and advise on pilot programs.
• Identify and prioritize tech/AI opportunities to enhance customer experience.

Skills

Management consulting experience

Digital/product strategy

Solutions engineering knowledge

Communication skills

Tools

Zendesk

Amazon Connect

Twilio

Job description

A leading digital consultancy is seeking an Associate Principal, CX Application Strategist responsible for driving digital and AI transformation initiatives across global contact center operations. This hybrid role requires 5-10 years of experience in management consulting or digital strategy, focusing on customer experience innovation and utilizing modern contact center technology. The ideal candidate will act as a strategic bridge between business goals and AI solutions, enabling organizations to enhance customer experiences and operational efficiency.