Senior Director, Business Development - Digital CX

About TELUS Digital Experience & WillowTree

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 North and Central America, Europe, Africa, and Asia, TELUS Digital + WillowTree empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: https://telusdigital.com/ 

In January 2023, WillowTree was acquired by TELUS Digital (Symbol: TIXT), a leading provider of next-generation digital customer experience (CX) solutions for global and disruptive brands. The combined firm brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose — including mobile apps, websites, voice UI, chatbots, email, customer service agents, and retail associates.

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 (40-50% of the time) to clients and WillowTree offices expected. 

The Opportunity

The Senior Director, Business Development - Digital CX role is responsible for leading relationships and pursuits of key strategic accounts. This role will operate across industry verticals, but will have an additional focus on our Telco vertical. The Senior Director will ensure that all aspects of account work, from strategic development to execution, exceed client expectations. While working with Business Development and Marketing leadership on a combination of product, brand, market, and sales strategies, the Senior Director will coordinate new leads, field new business opportunities, and win new business.

Responsibilities

• Identify target accounts to optimize services and communicate TELUS Digital's and WillowTree's capabilities to clients
• Competently articulate product features to successfully implement technology solutions
• You’ll collaborate with teams across WillowTree and TELUS Digital to craft executive-level proposals, pitches, and SOWs for prospective and existing clients
• Cultivate and extend existing C-level relationships with current clients
• You’ll team up with our delivery leadership to respond to opportunities and team-sell through RFP responses or other types of sales cycles
• Advise WillowTree’s internal teams on industry and vendor trends to remain well-positioned to assist our clients
• Maintain deep relationships across a variety of CCaaS partners to ensure the client's best interests are in view
• Stay abreast of industry trends and advancements in generative AI, conversational AI, and CCaaS
• You must have the ability to travel up to 25% for client visits, pitches, and conferences if based in one of our office locations. A higher percentage (~40%) of travel will be expected for remote team members to maintain a frequent presence in our office locations. 

Qualifications

• Deep experience in CCaaS products and services engaging with F500-level client accounts
• Experienced in helping Telco clients define their CCaaS product business case
• Proven record of working across multiple accounts and clients at once
• Ability to identify and characterize business issues, while demonstrating a ‘nose for value’ to discern what is important
• Scope and plan underlying analyses that will yield critical answers to the questions at hand. Understand the required data to complete the analysis and procure them accordingly. Deliver timely, zero-defect execution of analysis. Leverage quantitative tools for the analytical "heavy lifting.” Analyze data and translate findings into meaningful insights and recommendations
• Ability to communicate effectively and succinctly, both verbally and on paper, and across all levels of an organization. The ideal candidate excels in client relationships/communication and possesses the executive presence to influence appropriate senior stakeholders

TELUS 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 first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.