Senior Strategy Manager

Description

Join our team 

We are the Consumer Customers First Strategy team, accountable for both the Consumer & TELUS-wide programs designed to eliminate customer pain points and drive material customer-centric improvements to priority customer journeys, ameliorating our customers' most critical pain points. 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!

Here’s the impact you’ll make and what we’ll accomplish together 

As a Senior Strategy Manager, you will synthesize and produce insights from various customer journey inputs. Engaging a broad group of leaders from across the organization, you will drive visibility and solutioning on key customer pain points with a best in class programmatic and collaborative approach.

We are looking for a results-driven individual with a passion for data-led decision making who can drive cross-functional engagement,  translating complex concepts into impactful and compelling storytelling. 

You will have the opportunity to engage in diverse and impactful strategic journey improvements that have significant impact to alleviate customer pain points across Consumer and TELUS. You’ll gain exposure to numerous stakeholders across TELUS, enabling you to influence and empower journey owners  to solve our customers' most pressing challenges.

Here’s how   

We are dedicated to enabling a connected team member experience, driving alignment and efficiency and advancing thought leadership by

• Synthesizing journey insights | Surfacing end to end customer experiences and pain points by producing a robust current state journey map integrating insights from a multitude of sources (ie. journey audits, analysis & listening-post intelligence).
• Journey orchestration | Foster accountability to improve customer experience and business performance by building robust cross-functional partnerships and establishing clear, actionable governance
• Executive content development & strategic alignment | Lead preparation of compelling and high-quality executive narratives, collaborating with workstream owners content, engaging workstream owners driving accountability and effective decision-making
• Leveraging data insights & telemetry | Establish and leverage meaningful results-oriented telemetry, elevating key customer and business pain points, and establishing journey health indicators for ongoing measurement and trending
• Journey design & roadmap build | Consulting with journey owners to establish future state designs and investment strategies, leveraging customer insights to build impactful roadmaps and business cases

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, planning or analytical role
• Experience leading a large, complex, cross-functional program

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!