Strategy & Product Owner Conversational AI (Non-Technical)
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Key skills for this role
About the Role
TELUS Digital is seeking a Strategy & Product Owner for Conversational AI Agents to drive product vision and strategy for voice and chat AI platforms.
Key Skills for This Role
Responsibilities
- Drive the product vision and strategy for voice and chat Conversational AI Agents on Google Gemini Enterprise for Customer Experience (GECx) and Dialogflow CX
- Develop robust business cases grounded in customer research, user centric service design methodologies, and analytics to guide investment decisions and product roadmap prioritization
- Own and prioritize the product development backlog while creating comprehensive business requirements that align engineering efforts with strategic goals
- Partner closely with product engineering and development teams to ensure seamless strategy execution, risk management, and prompt identification and removal of blockers
- Conduct in depth customer research activities using user centric service design methodologies to uncover insights that inform product strategy
- Keep the pulse on the latest technology innovations and provide thought leadership to peers and leadership team
Requirements
- Demonstrated experience with voice and chat conversational AI platforms, preferably with Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions
- Proven ability to develop and execute product strategies, manage complex product roadmaps, and translate business vision into actionable product initiatives, preferably in a matrix organization
- Strong analytical skills with experience leveraging customer data, market research, and business metrics to inform strategic decisions
- Hands on experience conducting customer discovery, user research, and applying user centric service design methodologies
- Demonstrated ability to collaborate effectively with engineering, product, design, and business teams, influence without direct authority
Full Job Posting
Who We Are
- 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 various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization
The Opportunity
- Strategy & Product Owner Conversational AI Agents
- We’re Customer Experience Design & Platforms, a customer oriented and product minded team who’s shaping the future of TELUS’ best in class customer experience.
- We design end to end customer journeys that maximize both customer satisfaction and business outcomes through the right combination of our AI powered technology platforms and the human touch.
What you’ll do and what we’ll accomplish together
- You will be the Business Strategy Product Owner for our voice and chat Conversational AI Agents on the Google Gemini Enterprise for Customer Experience (GECx) and Google Dialogflow CX platforms.
- You'll design and evolve our strategy, define our feature roadmap, and set our priorities to achieve our business goals.
- Then you’ll collaborate with our architects and developers to bring that vision to life through continuous iterations.
- You’ll also be the connecting tissue between technical and business stakeholders helping translate business goals into technical solutions and vice versa.
- While this is a non technical role, knowledge of the Google CX platforms is required and technical skills are welcome.
- This is a senior level individual contributor role that will report to the Manager of Customer Experience Design and Platforms.
Here’s How
- Strategy & Product Design: Drive the product vision and strategy for voice and chat Conversational AI Agents on Google Gemini Enterprise for Customer Experience (GECx) and Dialogflow CX, translating business objectives into compelling product designs that enhance customer experience.
- Data Driven Product Strategy: Develop robust business cases grounded in customer research, user centric service design methodologies, and analytics to guide investment decisions and product roadmap prioritization.
- Backlog & Requirements Management: Own and prioritize the product development backlog while creating comprehensive business requirements that align engineering efforts with strategic goals and customer needs.
- Cross Functional Collaboration: Partner closely with product engineering and development teams to ensure seamless strategy execution, risk management, and prompt identification and removal of blockers, maintaining alignment between business objectives, technical capabilities, and customer outcomes t
- Customer Centric Research: Conduct in depth customer research activities using user centric service design methodologies to uncover insights that inform product strategy, business requirements, and competitive differentiation for conversational AI solutions.
- Thought Leadership: Keep the pulse on the latest technology innovations and provide thought leadership to your peers and the leadership team while vulgarising these new technologies capabilities.
What You Bring
- Demonstrated experience with voice and chat conversational AI platforms, preferably with Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions.
- Proven ability to develop and execute product strategies, manage complex product roadmaps, and translate business vision into actionable product initiatives, preferably in a matrix organization.
- Strong analytical skills with experience leveraging customer data, market research, and business metrics to inform strategic decisions, validate assumptions, and build compelling business cases.
- Hands on experience conducting customer discovery, user research, and applying user centric service design methodologies to uncover insights and drive product innovation.
- Demonstrated ability to collaborate effectively with engineering, product, design, and business teams, influence without direct authority, and navigate complex organizational dynamics to drive alignment and execution.
Great to haves
- Certification in Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions.
- Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI ACP, AgilePM, CSM, Prosci, CCMP).
- Familiarity with the Canadian telecommunications, entertainment and technology market.
- Knowledge of French.
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