Associate Principal, CX Application Strategy

TELUS Digital; Boston (MA); Hybrid; USD 100,000 - 140,000; Full time

Job summary

A global digital consultancy is seeking an Associate Principal, CX Application Strategy, to spearhead digital/AI transformation within contact centers. This strategic role involves defining front-end applications, collaborating with product teams, and quantifying the business value of tech solutions. Candidates should have 3+ years of experience in management consulting, strong strategic skills, and knowledge of contact center technologies like ZenDesk and Amazon Connect. This position is hybrid with options to work from multiple locations.

Qualifications

• 3+ years of experience in management consulting or technology strategy.
• Proficient in CRM systems and analytics platforms for contact centers.
• Strong ability to quantify the business value of tech/AI solutions.

Responsibilities

• Assist clients in defining application and UX features for Digital CX.
• Collaborate with teams to develop maturity frameworks for tech/AI.
• Test tech/AI maturity frameworks across selected industries.
• Identify tech/AI opportunities to improve customer experience.
• Deploy tech/AI solutions at prioritized contact center clients.
• Contribute to CX Product roadmap and strategy engagements.
• Articulate tech/AI architecture vision for effective deployment.
• Educate organization on tech/AI trends in contact centers.

Skills

Management consulting experience

Tech/AI stack proficiency

Strategic and analytical skills

Excellent communication skills

Intellectual curiosity

Tools

ZenDesk

Amazon Connect

Twilio

Intercom

NiCE

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.

With a global team across North America, South America, Central America, Europe, Africa, 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

Our Associate Principal, CX Application Strategy is an integral part of our Strategy team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in‑office presence in a hybrid capacity (Tuesdays, Wednesdays*, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.

*The Boston, MA office is not required to be in the office on Wednesdays

The Opportunity

We are seeking an experienced Associate Principal, CX Application Strategy to help drive digital/AI transformation initiatives within our global contact center 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 the 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 center clients
• Test and refine the tech/AI maturity framework with contact center 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 center clients
• Provide input into the 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 center, educating and inspiring the organization and clients with the ‘art of the possible.’

Skills & Qualifications

• 3+ years of experience in management consulting, product, and/or technology strategy
• Proficient in tech/AI stack considerations for contact centers (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
  • ZenDesk, Amazon Connect, Twilio, Intercom, or NiCE experience is highly preferred
• 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 center tech/AI

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.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy.