Senior Innovation Strategist - CX

TELUS Digital; Deutschland; Vor Ort; EUR 70.000 - 95.000; Vollzeit

Zusammenfassung

A leading digital consultancy in Germany is seeking an EMEA Senior Corporate Recruiter to enhance contact center operations through digital innovation. The ideal candidate should have management consulting experience, especially in Banking, and be proficient in both German and English. This full-time position requires strong problem-solving skills and the ability to craft effective commercial strategies. Join the team to make a significant impact in customer experience improvement.

Qualifikationen

• Minimum 1 year in management consulting, preferably in Banking, FinTech, or eCommerce.
• Ability to communicate effectively with stakeholders at all levels.
• Familiarity with journey mapping and business case modeling is beneficial.

Aufgaben

• Identify opportunities to improve customer experience and reduce churn.
• Craft commercial arrangements for implementation of identified opportunities.
• Collaborate with Product teams for tech/AI solution deployment.

Kenntnisse

Top-tier management consulting experience

Problem-solving skills

Proficiency in German and English

Tech/AI solutions quantification

Tools

Tableau

Zendesk

NICE

Jobbeschreibung

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from TELUS Digital

EMEA Senior Corporate Recruiter | Driving Talent Acquisition for Digital Transformation at TELUS Digital

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.

The Opportunity

TELUS Digital is seeking a CX Innovation Senior Strategist to continually work with a subset of our contact center clients in El Salvador or Guatemala to transform contact center operations through digital innovation and automation (while increasing volumes and/or improving contact center outcomes). The ideal candidate will have experience in management consulting, with the ability to counsel clients and product teams on digital CX initiatives to drive superior business outcomes, and estimate the business value at stake from implementing such initiatives. A key aspect of this role includes being able to craft ‘win/win’ commercial arrangements to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards.

Responsibilities:

• Identify, prioritize, and size the business impact of opportunities to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards
• Craft commercial arrangements to be able to implement these opportunities (likely transitioning to outcome-based arrangements and/or bundling digital/AI improvements into renewal contracts).
• Work with Product teams to deploy tech/AI solutions at prioritized contact center clients; provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements
• Regularly collaborate with senior client stakeholders to understand their customer experience vision, implementation considerations, and key success factors
• Collaborate with other functions to bring the ‘best of the best’ expertise across TELUS Digital to our clients (e.g., sales, operations, product, technology, AI product)
• Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’
• Conduct innovation and road-mapping workshops with clients in support of regular strategic reviews
• Lead preparation and development of deliverables for clients to assess their current technology stack and identify areas of improvement

Qualifications:

• At least 1 year of top-tier management consulting experience with demonstrated expertise in the Banking and Financial Services industry (including FinTech), and/or eCommerce or Technology sectors.
• Strong conceptual problem-solving skills, with the ability to quantify the business value of tech/AI solutions
• Familiarity with journey mapping, business case modeling, or tools like Tableau, Zendesk, or NICE is a plus
• 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 center tech/AI
• Proficiency in German and English.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning, Business Development, and Customer Service

• Industries

  IT Services and IT Consulting, Business Consulting and Services, and Outsourcing and Offshoring Consulting

Referrals increase your chances of interviewing at TELUS Digital by 2x

Sign in to set job alerts for “Innovation Consultant” roles.

Sr. Principal Consultant, Regulatory Strategy and Advisory

Behavioral Research & Strategy Consultant

Strategy Consultant Life Science (all genders)

Lead Strategy Consultant Energy & Utilities (m/w/d)

Junior Strategy Consultant Banking (Graduate, all genders)

Frankfurt am Main, Hesse, Germany 1 month ago

Frankfurt am Main, Hesse, Germany 2 months ago

Senior / Expert Consultant - SAP Financial Services Data Platform

Cologne, North Rhine-Westphalia, Germany 1 month ago

Frankfurt am Main, Hesse, Germany 3 weeks ago

Brunswick, Lower Saxony, Germany 1 month ago

Cologne, North Rhine-Westphalia, Germany 2 months ago

Senior Solutions Consultant - Kinaxis Maestro

International Presales Consultant (m/w/d)

Aachen, North Rhine-Westphalia, Germany 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.