Director of Customer Experience

TELUS Digital; United States; Remote; USD 132,000 - 165,000; Full time

Job summary

An established industry player is seeking a Director of Customer Experience to lead a dynamic team focused on enhancing customer journeys and driving loyalty. This pivotal role involves developing innovative strategies that leverage technology to improve operational performance while fostering a culture of teamwork and excellence. The ideal candidate will possess extensive experience in customer service and a strong ability to analyze data to inform strategic decisions. Join a forward-thinking organization that values diversity, innovation, and a customer-first approach, and make a significant impact in shaping the future of customer experience.

Qualifications

• 10+ years in customer experience or related roles; 5+ years in senior leadership.
• Proficient in English, both oral and written.

Responsibilities

• Lead customer experience strategy and drive customer loyalty.
• Manage team performance and develop global programs.

Skills

Customer Experience Management

Data Analysis

Strategic Development

Stakeholder Management

Problem-Solving

Education

Bachelor’s degree in Business

MBA

Tools

AI and Automation Technologies

Job description

Join to apply for the Director of Customer Experience role at TELUS Digital

About TELUS Digital
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions include customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. TELUS Digital partners with some of the world's most disruptive brands across tech, financial services, fintech, gaming, travel, healthcare, and ICT industries, serving clients in over 50 languages. Learn more at: telusdigital.com

Position Overview
As a Director of Customer Experience, you will lead a team responsible for developing the end-to-end customer experience strategy, driving customer loyalty, and fostering business growth. You will set aggressive churn and penalty reduction targets and develop global programs to enhance operational performance. You will also manage team performance, engagement, and development.

Key Responsibilities

• Develop and enhance customer sentiment reporting mechanisms.
• Create programs and mechanisms to manage KPIs and account performance.
• Support the transition to a global operations support structure through initiatives like scorecards and dashboards.
• Develop programs to significantly enhance agent performance using technology (AI, automation, process redesign) in partnership with operations and HR.

Operations and Human Resources

• Partner with commercial teams to ensure alignment on key programs and metrics.
• Manage funnel forecasting, risk mitigation, and planning.
• Collaborate with Finance to create comprehensive revenue assurance programs.
• Lead and develop a high-performing, engaged team through guidance, support, and mentorship.

Core Competencies

• Customer-focused support, embracing technology, and managing self-development.

Leadership Competencies

• Providing leadership, managing change, building effective teams, and stakeholder management.

Functional Competencies

• Innovative thinking and strategic development aligned with organizational goals.
• Strong understanding of customer service principles and technologies.
• Expertise in mapping and optimizing customer journeys across channels.
• Data analysis and translating insights into strategies.
• Influence and collaboration with cross-functional teams and leadership.
• Decision-making speed, barrier removal, and bias for action.
• Financial metrics management related to customer experience and revenue.
• Advanced problem-solving and critical thinking.
• Excellent presentation, negotiation, and influence skills.

Qualifications

• 10+ years in customer experience, customer service, or related roles; 5+ years in senior leadership.
• Bachelor’s degree in Business, Marketing, or related field.
• MBA is a plus.
• Proficient in English, both oral and written.

Location: United States-Remote

Pay: $132,000 - $165,000 USD annually, depending on experience.

Values: Customer-first, embracing change and innovation, teamwork.

Equal Opportunity: Committed to diversity and inclusion.