Associate Principal, CX Application Strategy

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 with service offerings spanning Customer Experience and Digital Solutions.

With a global team 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 and Flexibility

This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Boston, MA, Charlottesville, VA, Durham, NC, or Columbus, OH OR in a Work From Anywhere (Remote) capacity with travel to clients and WillowTree offices expected. 

The Opportunity

WillowTree, a TELUS Digital Company, is 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 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 (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 

• 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.) as well as 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 

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

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.