Senior Technical Product Manager - Customer Design Team

Description

Join our team and what we'll accomplish together

The Customer Experience Design team leads the charge of ensuring we uphold our Customer First mandate in everything the Small Medium Business (SMB) Product team does. We do this by: 

• Identifying and understanding friction points across SMB customer journeys
• Building alignment on gaps and opportunities across TBS
• Driving unified strategies that enhance customer experience in all market launches 

Our team’s focus is to help differentiate TELUS from competitors by delivering superior end-to-end customer experiences—spanning purchasing, onboarding, troubleshooting, and account management. We serve as advocates for SMB Owner perspective at the TELUS wide table to guide business architectural decisions and lead initiatives. We work closely with TELUS Business Solutions (TBS) product owners and many cross-functional teams ensure consistent, impactful customer experience improvements.

Here’s the impact you’ll make as the Senior Product Manager driving our Wireline onboarding (#First90) customer experience programs and strategy.

TELUS is actively enabling a multi-year mandate to re-establish ourselves as the service provider with the best customer experience for SMB Owners in Canada. We are looking to help accomplish this with a dedicated program to define #First90 strategy.

• Deep diving into the customer experience mapping across communications, purchasing, installation, billing and troubleshooting in a customer’s first 90 days
• Developing a scalable program strategy to expand #First90 across all WLN products (Internet, Business Connect, TELUS Secure Business)
• Leading the charge in defining what the future state of onboarding looks like and drive initiatives towards that vision in the interim by tackling known journey friction points
  
   

Qualifications

What you bring

A critical aspect of the role is the high visibility and direct exposure to senior leadership, requiring the candidate to demonstrate effective communication skills to ensure onboarding journey initiatives have a quick turnaround and are showing positive impacts in Q1 to the Onboarding T2B (26%) and B2B (54%).

Here’s how:

• You will lead the design and development of the end-to-end Wireline Onboarding experience—from the moment an SMB customer places an order through to installation and all the touch points within their initial 90 days of TELUS service.
• You will collaborate with stakeholders across SMB Product, BCX, Sales and Care to define the future state of #First90 day WLN experiences so it’s seamless across channels.
• You will leverage existing voice-of-the-customer data to make informed decisions on the experience, and engage customers directly for iterative feedback on #First90 launches.
• You will provide recommendations using technology (AI, automation) and processes to address friction points, and further enhance our various WLNonboarding experiences.
• You will have visibility to SMB & BCX leadership through the Customer Experience Improvement Program, to provide regular updates on #First90 progress.

You’re the missing piece of the puzzle

• Influencer: You excel at building strong relationships and uniting large cross-functional teams to drive strategic alignment, using influence to get projects prioritized on roadmaps.
• Puzzle Solver: You have the ability to break down complex onboarding and service issues into manageable pieces, applying data, customer insights, and creativity to develop well-reasoned recommendations.
• A Go-Getter Attitude: 'It isn't possible' does not really apply to you. You exhaust all options while using out-of-the-box thinking and creative solutions to build excellent customer and internal team experiences.
• All-Star Storyteller: You can communicate clearly and effectively with a variety of stakeholders at all levels, and are comfortable managing difficult conversations on where scope of launches are going to hinder the customer experience.
• Outcomes Focused: You can track results of your work through a standardized set of Customer First KPIs, and report on the expected positive or negative impacts that launches might have on these customer metrics to support target setting.

Why come work with the Customer Experience Design team on SMB Product:

• We passionately put our customers and communities first - We’re a team that is active in giving back to our community through TELUS Days of Giving involvement.
• We embrace change and innovate courageously - We’re a team that faces new challenges everyday and believes in leading the way through these opportunities with an optimistic and collaborative attitude.
• We grow together through spirited teamwork - Above all else, we’re a team that values inclusivity, ensuring that everyone on the team can confidently bring their whole self to work and highly encouraging TRG involvement to learn about other’s experiences.
  
   #LI-REMOTE