CX Strategy & AI Consultant

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.