Customer Experience Specialist IV

TELUS Digital; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TELUS Digital is seeking a Programme Manager to lead Coaching Copilot deployment and adoption across regional accounts from outreach to handover. You will collaborate with operations leaders to define KPIs, coordinate with the development team, and drive data‑driven adoption through AI Influencers.

Strong stakeholder engagement and change management experience are essential, with fluency in English and a Bachelor's degree.

Qualifications

• 2–4 years of programme management, change management or operations experience.
• Bachelor's degree or equivalent practical experience; fluent English.
• Familiarity with TELUS Digital's Brilliant Coaching programme or similar frameworks preferred.

Responsibilities

• Own the regional Coaching Copilot deployment pipeline from outreach to onboarding.
• Lead discovery sessions with regional Operations leaders to map KPIs and data needs.
• Coordinate with development to submit intake forms and schedule demos.
• Monitor usage dashboards and drive adoption through AI Influencer engagement.
• Provide weekly pipeline updates and maintain accurate project boards.

Skills

Programme management

Change management

Stakeholder engagement

Data-driven

English communication

Education

Bachelor's degree or equivalent

Tools

Mon day.com

Google Workspace

Ticket Central

Job description

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

KEY RESPONSIBILITIES

Coaching Copilot Deployment & Pipeline Management

• Own the regional Coaching Copilot deployment pipeline, managing account outreach, intake, and onboarding from initial introduction email through to full deployment handover.
• Send, track, and follow up on introduction emails to new and existing accounts within the region, maintaining clear status records for all outreach waves.
• Conduct discovery sessions with regional Operations leaders to gather requirements — LOBs, KPIs, team leader rosters, and skills mapping data — required for Copilot creation by the development team.
• Coordinate with the Copilot development team to submit complete intake forms, schedule demonstration calls, confirm deployment readiness, and ensure smooth handovers.
• Manage the regional account tracker, keeping statuses current across all pipeline states: deployed, pending data, pending demo, delayed, or no-response.
• Apply a batched outreach strategy to prevent backlog buildup and maintain manageable response volumes.

Adoption & AI Influencer Management

• Serve as the primary change management lead for all Coaching Copilot accounts within the region, following the established AI Influencer model.
• Identify, onboard, and regularly engage an AI Influencer within every deployed account, ensuring they understand their role in monitoring usage, collecting feedback, and escalating issues.
• Monitor weekly Copilot usage dashboards across all regional accounts, proactively contacting accounts where active usage falls below target (80% of TLs weekly) to identify and remove adoption barriers.
• Facilitate monthly AI Influencer check‑in calls for active accounts, sharing usage data, celebrating wins, surfacing adoption challenges, and aligning on actions to sustain momentum.
• Track and enforce minimum usage expectations
• Document and elevate systemic adoption barriers — tool access issues, skills map gaps, TL resistance, or connectivity problems — to the Global Quality Transformation Director and Sr. Program Managers for resolution.
• Share adoption success stories and best practices across accounts and regions, contributing to the global Coaching Copilot knowledge base and peer learning forums.

Coaching Program Enablement

• Coordinate regional scheduling and delivery of Ready Set Coach (RSC) training for new Team Leaders and Operations Managers, liaising with L&D to ensure facilitators are prepared and materials are current.
• Distribute monthly coaching calibration sessions (scenario packs and AI role‑play exercises) designed by the Scenario Specialist, tracking completion rates and escalating low participation to Operations Managers.
• Support regional execution of Coaching Triads by reminding Operations Managers of triad cadence requirements, distributing triad preparation packs, and ensuring triad documentation is completed in the Coaching Web Tool (CWT)
• Coordinate regional Quadjack sessions for new or under‑performing Operations Managers, scheduling observations and ensuring post‑session documentation is completed within the required week.
• Organise and support two Strategic Coaching Forums per month per account within the region, distributing forum materials created by the Coaching Scenario Specialist and following up on action items with OMs and TLs.
• Flag accounts where TL coaching coverage, calibration completion, or triad targets are consistently below threshold, and elevate to the Global Quality Transformation Director and Sr Program Managers for targeted intervention.

New Account Onboarding & Brilliant Coaching Enrollment

• For net new accounts requiring Brilliant Coaching enrollment, coordinate with the Data Governance & BI team to submit tickets, provide LOB/KPI requirements, and confirm roster accuracy in the Coaching Web Tool.
• Ensure all new TLs and OMs in the region have access to Sisense coaching dashboards, the Coaching Web Tool, and the Coaching Copilot within first week of programme launch.
• Distribute and review the Coaching Copilot Adoption Playbook with new account OMs and AI Influencers, obtaining accountability agreement sign‑off and providing initial dashboard demos.
• Maintain the regional accountability agreement log and ensure all new accounts have a named AI Influencer before the Copilot is marked as deployed.

Reporting & Stakeholder Communication

• Provide weekly pipeline and adoption updates to Operations Transformation Team
• Maintain accurate and up‑to‑date project boards for all regional accounts, reflecting deployment status, AI Influencer assignments, calibration completion, and usage health.
• Compile monthly regional adoption summaries covering Copilot reach, TL active usage rates, AI Influencer health, SMART coaching validation, coaching coverage indicators, and key wins and risks.
• Provide regional data inputs to the Sr Program Manager to support the development of a correlation model between Copilot usage and team member KPI improvement.

CORE COMPETENCIES

• Adoption & Change Management: Demonstrated ability to drive tool adoption and behaviour change across a large, distributed population of frontline leaders.
• Stakeholder Engagement: Skilled at building trusted relationships with regional Operations Managers, Team Leaders, and cross‑functional partners.
• Pipeline & Project Management: Proven ability to manage multi‑account deployment pipelines, balance competing priorities, and meet deployment targets without dropping the ball on active accounts.
• Data‑Driven Accountability: Comfortable interpreting usage dashboards, coaching coverage reports, and pipeline trackers to drive decisions and surface risks.
• Proactive Communication: Consistent, clear, and timely communicator — follows up without being chased, flags risks early, and keeps all stakeholders informed.
• Coaching Programme Literacy: Familiarity with Brilliant Coaching methodology, coaching triads, SMART goal frameworks, and calibration processes enables credible engagement with Operations teams.

QUALIFICATIONS

• 2–4 years of experience in programme management, change management, adoption management, or operations roles within a contact centre or BPO environment.
• Experience managing stakeholder outreach and tool adoption programmes across multiple accounts simultaneously.
• Familiarity with TELUS Digital's Brilliant Coaching programme, Coaching Web Tool (CWT), or equivalent coaching methodology frameworks preferred.
• Proficiency with project management tools (Monday.com, Google Workspace, Ticket Central, or equivalent).
• Experience coordinating training scheduling, calibration sessions, or coaching programme delivery preferred.
• Bachelor's degree or equivalent practical experience.
• B2+ oral and written English; regional language proficiency aligned to assigned geography.
• Candidates with a background in AI tool adoption, digital product rollout, or frontline enablement programmes are strongly preferred.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real‑world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach—spanning 78,000 experts in 33 countries—and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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 applicant’s qualifications, merits, competence and performance without regard to any characteristic related to diversity.