Associate Principal, CX Application Strategy

TELUS Digital

Durham (NC)

Hybrid

USD 140,000 - 200,000

Full time

14 days+

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Benefits offered by this job

Healthcare benefits — Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Employee Assistance Program (EAP)

Life & Disability Insurance

And more!

Job summary

A leading digital consultancy is seeking an experienced Associate Principal, CX Application Strategy, to drive digital transformation initiatives. In this hybrid role based in Durham, NC, you will lead efforts in enhancing customer experience through AI and technology integration. The ideal candidate should have over 5 years of relevant consulting experience and strong strategic skills. This position offers an annual salary range of $140,000 - $200,000 and various healthcare benefits including 401K matching.

Qualifications

5+ years of experience in management consulting, product, and/or technology strategy.
Ability to quantify the business value of tech/AI solutions.
Proficient in customer experience management tools and CRM systems.

Responsibilities

Help clients determine front-end application features for Digital CX strategy.
Collaborate with cross-functional teams to develop a maturity framework.
Identify and prioritize tech/AI opportunities for enhancing customer experience.

Skills

Management consulting experience

Tech/AI stack proficiency

Strategic and analytical skills

Excellent communication skills

Intellectual curiosity

Job description

Associate Principal, CX Application Strategy

Join to apply for the Associate Principal, CX Application Strategy role 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 whose services span Customer Experience and Digital Solutions 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 & Flexibility

This role will be in a Work From Near (Hybrid) capacity based out of one of the following offices: Boston (MA), Charlottesville (VA), Columbus (OH), Durham (NC).

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 works in close partnership with CX strategy and AI product teams. The ideal candidate will have a strong strategic mindset, 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 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 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
Collaborate with cross‑functional teams to keep enablement collateral (e.g., 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

5+ 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.) and 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 center tech/AI

Annual Salary Range

$140,000 - $200,000 USD

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.

What We’ll Offer