Director of Customer Experience

About TELUS DigitalTELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company's services support the full lifecycle of its clients' digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital's integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com.Position Overview:As a Director Customer Experience, you lead a team who develop the end-to-end customer experience strategy, driving customer loyalty and fostering business growth. You drive aggressive churn and penalty reduction targets and develop global programs to enhance our operational performance. You manage the performance, drive engagement, and foster development of your team.Develop and enhance customer sentiment reporting mechanismsCreate programs and mechanisms to drive tight account and KPI management and reportingLead initiatives to support the transition to a global operations support structure (scorecards, dashboard, etc.)Develop programs to significantly enhance agent performance leveraging technology (AI, automation, process redesign), in partnership with Operations and Human ResourcesPartner with commercial to ensure strong Commercial and Operations interlock on key programs, metrics, and focusManage funnel forecast and risk mitigation tactics and planningPartner with Finance to create a comprehensive end-to-end revenue assurance programLead and develop a high-performing, highly engaged team, providing guidance, support, and mentorshipCore Competencies:Giving support, focusing on customers, embracing technology, managing self-developmentProviding leadership, leading change, building effective teams, managing stakeholdersAbility to think innovatively and develop and implement long-term strategies that align with organizational goals and drive customer-centric growthStrong understanding of customer service principles, practices, and technologiesExpertise in mapping and optimizing customer journeys across multiple touchpoints and channelsProficient in analyzing complex customer data and translating insights into actionable strategiesStrong ability to influence and collaborate with cross-functional teams and senior leadershipAbility to drive fast decision making, removal of barriers, and instill a bias for actionAbility to understand and manage financial metrics related to customer experience and revenue growthAbility to direct the resolution of highly complex or unusual business problems applying advanced critical thinkingAdvanced presentation skills, with the ability to negotiate and influence at all levels of the organizationQualifications:10+ years of experience in customer experience, customer service, or related roles; 5+ years in senior leadership rolesBachelor's degree in Business Administration, Marketing, or related fieldMBA is an assetProficient oral and written EnglishTELUS Digital Values:TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:We passionately put our customers and communities firstWe embrace change and innovate courageouslyWe grow together through spirited teamworkAt TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.Seniority levelDirectorEmployment typeFull-timeJob functionManagement and Strategy/PlanningIndustriesOutsourcing and Offshoring, Consulting, IT Services, and IT Consulting

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