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TELUS Digital · 5 hours ago

Associate Principal, CX Application Strategy

Columbus, OH

Full-time

Hybrid

Senior Level, Lead/Staff

$140K/yr - $200K/yr

5+ years exp

TELUS Digital is an award-winning digital product consultancy that specializes in transforming customer experiences through innovative technology. The Associate Principal, CX Application Strategy will drive digital and AI transformation initiatives within global contact center operations, collaborating with various teams to enhance customer experience and operational outcomes.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

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’

Qualification

Tech/AI stack proficiencyManagement consulting experienceStrategicAnalytical skillsCustomer experience management toolsCRM systems knowledgeIntellectual curiosityCommunication skills

Required

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