Job Description
About TELUS Digital
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com
Position Overview:
As a Director of Customer Experience you lead a team who develop the end-to end customer experience strategy, driving customer loyalty and fostering business growth. You drive aggressive churn and penalty reduction targets and develop global programs to enhance our operational performance. You manage the performance, drive engagement and foster development of your team.
Key Responsibilities
● Develop and enhance Customer sentiment reporting mechanisms
● Create programs and mechanisms to drive tight account and KPI management and reporting
● Led initiatives to support with the transition to a global operations support structure (scorecards, dashboard, etc)
● Develop programs significantly enhance agent performance leveraging technology (AI, automation, process redesign), in partnership with
Operations and Human Resources
● Partner with commercial to ensure strong Commercial and Operations interlock on key programs, metrics and focus
● Manage funnel forecast and risk mitigation tactics and planning
● Partner with Finance to create a comprehensive end to end revenue assurance program
● Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship
Core Competencies
● Giving support, focusing on customers, embracing technology, managing self-development (globally aligned; apply to all jobs)
Leadership
competencies
● Providing leadership, leading change, building effective teams, managing stakeholders (apply if they manage a team; if not, use N/A)
Functional Competencies
● Ability to think innovatively and develop and implement long-term strategies that align with organizational goals and drive customer-centric growth
● Strong understanding of customer service principles, practices and technologies
● Expertise in mapping and optimizing customer journeys across multiple touchpoints and channels
● Proficient in analyzing complex customer data and translating insights into actionable strategies
● Strong ability to influence and collaborate with cross functional teams and senior leadership
● Ability to drive fast decision making, removal of barriers and instill a bias for action
● Ability to understand and manage financial metrics related to customer experience and revenue growth
● Ability to direct the resolution of highly complex or unusual business problems applying advanced critical thinking
● Advanced presentation skills, with the ability to negotiate and influence at all levels of the organization
Qualifications
● 10+ years of experience in customer experience, customer service or related roles; 5+ years in senior leadership roles
● Bachelor’s degree in Business Administration, Marketing or related field
● MBA is an asset
● Proficient oral and written English
Location:
United States-Remote
Pay:
The base compensation range for this position is $132,00-165,000 USD annually commensurate with experience. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and applicable laws.
TELUS Values :
TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.
Additional Job Description
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EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
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.
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