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CX Strategy & AI Consultant
Full-time
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 and a people-first culture.
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 in close partnership with CX strategy and AI product teams.
Responsibilities
Help clients define AI tools and how their success will be measured, including front-end application & UX features to enable Digital CX strategy
Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework to assess tech/AI implementation readiness for contact center clients
Identify and prioritize tech/AI opportunities to enhance customer experience, improve operational outcomes, and drive customer value
Work with Product teams to deploy tech/AI solutions at prioritized contact center clients
Ensure clear tech/AI architecture vision where solutions can be effectively deployed and integrated
Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients
Skills & Qualifications
3+ years of experience in management consulting, product, and/or technology strategy
Proficient in tech/AI stack considerations for contact centers (CX management tools, CRM systems, analytics platforms, CCaaS)
ZenDesk, Amazon Connect, Twilio, Intercom, or NiCE experience highly preferred
Strong strategic and analytical skills with the ability to quantify the business value of tech/AI solutions
Hybrid role: in-office presence Tuesdays and Thursdays in Vancouver, BC.
