Director Customer Communications Experience Enablement

Description

Director, Customer Communications Experience Enablemen Transform the Future of Customer Interactions at TELUS

Our Team

Join an elite squad of innovators who are revolutionizing the customer experience at TELUS! This isn't just another senior role – it's your chance to architect the next generation of customer communications experiences. As Director of Customer Experience & Enablement, you'll command a team of brilliant, curious minds who thrive on innovation and have an absolute blast while enabling capabilities for world-class, personalized and contextually aware customer communication experiences. Ready to make history? We want you on our team!

What We'll Accomplish Together

We're hunting for a visionary product leader to spearhead our groundbreaking customer communications experience revolution! You'll mastermind our 360 deg customer communications experience that ties together cutting-edge IVR systems, AI Voice Assistants, Chatbots, SMS, email, push-notifications, in-app communications and the rest of the Enterprise Communications ecosystem.. As the leader of TELUS’ communications product strategy, you'll lead product management teams and work with operations, marketing and development squads to deliver on your product vision and roadmap, and ensure each deployment exceeds both business objectives and customer expectations. Leverage your leadership superpowers to define strategy, set priorities, manage budgets/investments and lead execution, aligning and empowering internal stakeholders and external partners along the way.

What You'll Do

Own the Future of Customer Experience

As Director of Customer Communications Experience Enablement, you'll be the mastermind behind our customer communication revolution across marketing, service, engagement and support. You'll craft and execute the product strategy. Lay out and manage the roadmap and related investments and budgets - ensuring alignment across touchpoints, reuse and consistency of customer experience. Manage the development priorities and ensure effective delivery and realization of outcomes. Your mission: deliver unparalleled customer satisfaction, slash operational costs, and generate massive value for TELUS while making every customer interaction effortless and delightful.

Lead Like a Champion!

You're not just a leader – you're a catalyst for excellence. You have deep product development, customer experience and agile software delivery experience and a knowledge of the state of the art in the space. You have the ability and experience to guide and inspire a powerhouse team of product managers, accelerating their growth while fostering an unstoppable culture of innovation and collaboration across the enterprise. Together, you'll identify and capture high-impact opportunities, delivering revolutionary AI solutions that completely transform the customer experience.

Responsibilities

Program Delivery Excellence:

• Command Mission-Critical Programs: Lead comprehensive end-to-end delivery of game-changing Customer Communication and AI initiatives, ensuring flawless execution across scope, timeline, budget, and quality parameters
• Be the Ultimate Problem Solver: Serve as the go-to delivery champion and escalation hero for complex client challenges, providing strategic leadership when it matters most
• Master Complex Orchestration: Direct all aspects of strategic planning, precision resource allocation, milestone achievement, quality excellence, and proactive risk elimination
• Drive Unstoppable Collaboration: Unite cross-functional powerhouse teams including partners, solution architects, developers, QA specialists, and key stakeholders
• Execute with Precision: Ensure every delivery leverages best-in-class practices, including expert application of Agile and hybrid methodologies

Strategic Partnership & Stakeholder Mastery:

• Build Legendary Partnerships: Cultivate trusted relationships with key partners and stakeholders, delivering expert guidance on implementation strategies, roadmap development, and program execution
• Lead at the Executive Level: Facilitate high-impact executive reporting, strategic communications, and lightning-fast issue resolution with senior leadership
• Create Lasting Impact: Develop rock-solid, enduring relationships built on delivery excellence, radical transparency, and mutual success
• Shape the Future: Provide critical strategic input that influences the next phases of transformative programs
• Drive Organizational Excellence: Champion robust project governance frameworks, secure executive sponsorship, and facilitate crucial decision-making across all engagements
• Enable Transformation: Guide stakeholders through organizational change management and ensure long-term platform adoption success

Quality Leadership & Innovation:

• Set the Gold Standard: Establish and maintain world-class delivery standards, processes, tools, and checkpoints throughout the entire delivery lifecycle
• Anticipate and Conquer: Proactively identify potential delivery challenges early and lead structured resolution efforts to minimize risks and guarantee success
• Drive Continuous Excellence: Capture and implement lessons learned to foster a culture of relentless improvement across all future engagements
• Innovate Methodologies: Significantly contribute to refining internal delivery methodologies, templates, and operational standards

Team Leadership & Development:

• Inspire Greatness: Lead, mentor, and energize project delivery teams, cultivating a high-performance, collaborative, and growth-focused culture
• Accelerate Growth: Support strategic onboarding and upskilling of resources, ensuring perfect alignment with evolving delivery needs (Cloud ERP, AI/ML integration, Data Analytics capabilities)

Qualifications

What Makes You Extraordinary

Experience That Counts:

• 10+ years of progressive excellence in technology consulting, digital transformation, or customer experience roles, with deep expertise in Communication and AI/ML solutions
• 5+ years of proven leadership experience building and scaling championship teams
• Demonstrated mastery in delivering large-scale Communication and/or AI/ML projects for enterprise clients, especially in customer service domains
• Deep expertise in contact center operations, customer journey mapping, and key customer experience metrics

Skills That Set You Apart:

• Business Genius: Exceptional acumen for identifying client needs, developing compelling value propositions, and driving explosive revenue growth
• Communication Powerhouse: Outstanding communication, presentation, and interpersonal abilities that captivate executive-level stakeholders and technical teams alike
• Influence Master: Proven ability to influence and collaborate seamlessly across diverse internal and external stakeholders
• Strategic Visionary: Sharp strategic thinking with powerful problem-solving skills and the ability to navigate the most complex business challenges

Ready to revolutionize customer experience and lead the future of AI-powered communications? Your extraordinary journey starts here!