CX Strategy & AI Consultant
About the position
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. With a global team across North America, South America, Central America, Europe, Africa, 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 Our CX Strategy & AI Consultant is an integral part of our Strategy team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC . The Boston, MA office is not required to be in the office on Wednesdays The Opportunity We are seeking an experienced CX Strategy & AI Consultant 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 the 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 the 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.’
Requirements
• 3+ 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
Nice-to-haves
• ZenDesk, Amazon Connect, Twilio, Intercom, or NiCE experience is highly preferred
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Apply To this Job
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. With a global team across North America, South America, Central America, Europe, Africa, 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 Our CX Strategy & AI Consultant is an integral part of our Strategy team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC . The Boston, MA office is not required to be in the office on Wednesdays The Opportunity We are seeking an experienced CX Strategy & AI Consultant 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 the 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 the 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.’
Requirements
• 3+ 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
Nice-to-haves
• ZenDesk, Amazon Connect, Twilio, Intercom, or NiCE experience is highly preferred
Apply tot his job
Apply To this Job