Associate Principal, CX Application Strategy

Job description

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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, 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 Associate Principal, CX Application Strategy, is an integral part of our Strategy team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of our Vancouver, BC office, OR in a Work From Anywhere (Remote) capacity from within Canada. THE OPPORTUNITY We are seeking an agile, forward-thinking Associate Principal, CX Application Strategist, to drive digital and AI transformation initiatives across our global contact center operations. Note: While this is a leadership-level role in our consulting practice, this is not a legacy systems role. We are explicitly looking for a hybrid strategist and technologist (ideally with 3–6 years of highly relevant experience) who understands the modern AI ecosystem (Conversational AI, LLMs, AI Agents) and can translate those capabilities into high-impact business outcomes. Operating at the intersection of management consulting and solutions architecture, you will partner closely with CX strategy and AI product teams to move clients rapidly from concept to working proofs-of-concept. The ideal candidate has a "builder" mindset, a deep understanding of the modern tech stack, and the ability to confidently counsel enterprise clients on adopting cutting-edge CX innovations to redefine the future of customer experience. RESPONSIBILITIES - Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent-assist tools, and the success metrics for modern deployments. - Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI-driven CX strategies and advising on pilot programs and implementation readiness. - Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high-level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech. - Drive Value: Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI. - Shape the Roadmap: Provide continuous, hands-on input into the CX Product roadmap, feeding new, cutting-edge product features back into CX strategy engagements. - Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross-functional teams to keep go-to-market and sales collateral relevant. - Champion Innovation: Stay relentlessly up-to-date on emerging tech/AI trends in the contact center space (e.g., autonomous AI agents, LLM advancements), inspiring clients and internal teams with the "art of the possible." SKILLS & QUALIFICATIONS - Experience: 5-10 years of experience in management consulting, digital/product strategy, or a pre-sales/solutions engineering role, ideally within a high-growth tech or AI-forward environment. - Tech Stack Fluency: Proficient in modern contact center ecosystems as an operator and/or implementation lead. Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations. - The "Builder" Mindset: You thrive in ambiguity, move with velocity, and possess the agility to translate highly technical AI concepts into clear, actionable business strategies for non-technical stakeholders. - Analytical Rigor: Strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions. - Executive Communication: Excellent verbal and written communication skills; you can effortlessly pivot from a technical architecture discussion to an executive board presentation. - Curiosity: Deep intellectual curiosity and a genuine passion for the ‘latest and greatest’ improvements in digital CX and AI. 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. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy https://www.telusdigital.com/privacy-policy.