Senior Market Manager | Billing Foundations

Description

Join our team and what we'll accomplish together

We are the Billing Experience Team. Our mandate is to improve one of the most critical and complex touchpoints in the customer journey: the bill.

This Senior Market Manager role sits at the intersection of Marketing Strategy and Customer Experience. You will have the unique opportunity to define and articulate the strategy, while also owning key programs to improve the billing experience, leveraging cost/benefit-driven business cases to the LT, and then partnering to drive  the execution that brings it to life. If you thrive on having end-to-end ownership to solve a business problem with data and then delivering results, this is your next role. Our team is diverse and dynamic, with an impressive array of skills in a small team, enabling collaboration, learning and support. Join us to be part of this high-performing, rewarding  team as we execute to deliver material and impactful bottom line results!

Currently, billing friction represents a significant EBITDA drag and a primary driver of customer dissatisfaction. Our goal is to reimagine the end-to-end billing experience—from the moment a customer is quoted a price to the moment they pay their first bill—making it simple, accurate, and predictable.
Here’s the impact you’ll make and what we’ll accomplish together
You will drive strategic transformational change for TELUS, our customers and our shareholders, specifically supporting driving material improvements to TELUS’ customer payment experience. You will develop the strategy and in-year plan for core initiatives, secure the necessary support to execute on the plan with a cross-functional team, while identifying and evaluating new initiatives to support the Billing strategy.

Here’s how   

• Lead the Transformation Roadmap | You will manage a multi-year phased approach to simplify and modernize the customer payments journey (eg. immediate communication improvements (e.g., clarifying billing language, restructuring agreement sections) with long-term medium to large scale structural improvements
• Own the Vision & Strategy | You will drive a comprehensive product strategy for Simplifying Payments, including customer research, competitive benchmarking, and data-driven prioritization. You will translate customer pain points into clear product requirements and success metrics (e.g., reducing first-90-day billing calls by 50%).
• Bill Simplification Interlock | You will drive the cross-functional working group (Finance, IT, Legal, Customer Experience, Marketing) to execute on the strategy; aligning stakeholders, articulating the vision of the team, assigning and tracking actions, obtaining approvals from senior leaders, removing blockers, and maintain momentum on key deliverables. 
• Diagnose Root Causes | You will leverage Billing data intelligence to ensure we are solving the right problems with the right solutions, while measuring success achieved 
• Design & Validate Solutions | You will lead the design and testing of improvement initiatives, conducting customer research, usability testing, and A/B testing to validate that redesigned agreements reduce confusion and support costs.
• Build the Business Case | You are accountable to translate complex operational data into clear investment proposals, securing the capital and resources needed to support go-to-market execution.
• Bridge the Gap | You will act as the translator between business stakeholders (who understand customer pain points) and IT/Finance teams (who understand system constraints and regulations), ensuring product solutions meet business needs while maintaining compliance.

Qualifications

You're the missing piece of the puzzle

• Strategic & Structured Problem Solver | You excel at translating complex & ambiguous issues into clear strategic frameworks and actionable plans
• Collaborative Influencer | You are adept at influencing without authority, and driving diverse cross-functional stakeholders to deliver on your vision
• Impactful Storyteller & Communicator | You have experience showcasing complex concepts through compelling narratives, tailoring your message for various audiences
• Insights-Led Tactician | You use data and analysis to inform strategic decision-making and improve outcomes
• Growth Mindset & Prioritization Expert | You are self-driven, curious, and enjoy finding innovative ways to improve how we work, and you manage multiple initiatives with a focus on quality, effectively navigating a dynamic workload.
• Relationship Builder | You thrive in a highly collaborative environment and value building authentic connections across the organization.

Great-to-haves

• University degree in business, communications, operations or related discipline
• Telecommunications/technology industry experience
• 4+ years in a strategy, execution, planning or analytical role
• Experience leading a large, complex, cross-functional go-to-market implementations

Don’t have everything we think are ‘great-to-haves’? Don’t let that dissuade you! Attitude, motivation, and a willingness to learn and collaborate are the most important things we are looking for. So if you think you have what it takes, please apply!