Associate Principal, CX Application Strategy
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Key skills for this role
About the Role
TELUS Digital seeks an Associate Principal, CX Application Strategist to drive digital and AI transformation initiatives in contact center operations. You will bridge strategy and technology, design AI-driven CX strategies, build business cases, and shape product roadmaps.
Key Skills for This Role
Responsibilities
- Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent assist tools, and success metrics
- Design AI driven CX strategies and advise on pilot programs and implementation readiness
- Build functional, strategic business cases for modern AI tools and foundational contact center tech
- Identify, quantify, and prioritize tech/AI opportunities to enhance customer experience and drive ROI
- Provide continuous input into the CX Product roadmap
- Translate complex tech/AI architecture visions into actionable deployment plans
- Stay up to date on emerging tech/AI trends in the contact center space
Requirements
- 5 10 years of experience in management consulting, digital/product strategy, or pre sales/solutions engineering
- Proficient in modern contact center ecosystems as an operator and/or implementation lead
- Experience with CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) preferred
- Strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations
- Builder mindset: ability to translate technical AI concepts into actionable business strategies
- Strong strategic and analytical skills with ability to quantify business value and ROI
- Excellent verbal and written communication skills
- Deep intellectual curiosity and passion for digital CX and AI
Full Job Posting
Who We Are
- TELUS Digital is 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.
- Global team across North America, South America, Central America, Europe, and APAC.
Location and Flexibility
- This role has the option to be in a Work From Near (Hybrid) capacity based out of Vancouver, BC office, OR in a Work From Anywhere (Remote) capacity from within Canada.
The Opportunity
- Seeking an agile, forward thinking Associate Principal, CX Application Strategist to drive digital and AI transformation initiatives across global contact center operations.
- This is a leadership level role in our consulting practice, looking for a hybrid strategist and technologist with 3–6 years of highly relevant experience.
- Operating at the intersection of management consulting and solutions architecture.
Responsibilities
- Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities.
- Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI driven CX strategies.
- Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high level architecture visions.
- Drive Value: Identify, quantify, and prioritize tech/AI opportunities to enhance customer experience and drive ROI.
- Shape the Roadmap: Provide continuous, hands on input into the CX Product roadmap.
- Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans.
- Champion Innovation: Stay up to date on emerging tech/AI trends in the contact center space.
Skills & Qualifications
- Experience: 5 10 years in management consulting, digital/product strategy, or pre sales/solutions engineering.
- Tech Stack Fluency: Proficient in modern contact center ecosystems; experience with CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) preferred.
- Builder Mindset: Thrive in ambiguity, move with velocity, translate technical AI concepts into business strategies.
- Analytical Rigor: Strong strategic and analytical skills with ability to quantify business value and ROI.
- Executive Communication: Excellent verbal and written communication skills.
- Curiosity: Deep intellectual curiosity and passion for digital CX and AI.
Compensation Range
- CAD 132,000 CAD 165,000 per year.
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