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Customer Service Design Expert

Location: 

Edmonton, AB, CA, T5J 0N5 Calgary, AB, CA Burnaby, BC, CA Toronto, ON, CA

Req ID:  44959
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

Location: Remote
Type: Full-time 
Department: SR&T, CHEE

 

About the Team:

 

The Service, Reliability & Technology Team’s (SR&T) mission is to transform the customer support experience into a digital first interaction supported by personalized data and automated solutions. We are responsible for shaping the experience of 2M+ residential customers with our products and services.


The team's end to end ownership of design to development to launch of digital support services places it in highly competitive and visible portfolio which is key to enabling higher quality of experience for our customers.
 

About the Role:

 

We are seeking a Customer Service Design Expert to enhance the efficiency and effectiveness of our digital customer support experiences. You will be responsible for designing and optimizing digital workflows and driving improvements to issue resolution and customer satisfaction. This role focuses on a key area of our product lifecycle strategy- to automate and digitize customer support interactions to reduce our cost to serve and improve customer experiences.

 

Key Responsibilities:

 

  • Design and Optimize Customer Service Workflows:
    • Create intuitive self serve customer service processes which are business case positive, aligning with business goals and customer expectations
    • Identify bottlenecks in existing workflows through data analysis and re-engineer processes to improve efficiency, reducing response and resolution times
    • Optimize workflows for higher customer containment rates using operational data on customer behavior and experiences
    • Collaborate with cross-functional teams to ensure the integration of technology (e.g., CRM systems, automation tools) into workflows
  • Customer Experience Focus:
    • Develop customer-centric personalized workflows that allow users to resolve issues quickly, minimizing the need for escalations or live agent interaction
    • Ensure workflows address common customer pain points and are aligned with best practices in customer service
    • Workflow design should prioritize triaging of customer issue utilizing real time equipment telemetry and offer targeted solution
  • Process Improvement & Automation:
    • Identify opportunities for automation within customer service workflows to reduce manual effort and increase scalability
    • Work closely with engineering and development teams to implement automation technologies 
  • Data Analysis and Reporting:
    • Use data analytics to track workflow performance, customer satisfaction, and key support metrics
    • Regularly assess and refine workflows based on customer feedback and customer journey data

 

 

Qualifications

 

  • Experience:
    • 5+ years of experience in customer service operations, process design, or workflow optimization or information architecture
    • Proven track record of designing and implementing effective customer service workflows that enhance user experience and operational efficiency
  • Technical Skills:
    • Strong understanding of customer support technologies
    • Experience with automation tools and self-service platform integrations
    • Proficiency in process mapping tools such as Figma, Visio, Lucidchart, or similar
    • Experience with content management systems
    • Experience with data analytics tools such as Tableau or Adobe Analytics
  • Analytical Abilities:
    • Strong problem-solving skills and ability to analyze data to drive decision-making
    • Experience using data to monitor workflow performance and implement improvements
  • Soft Skills:
    • Excellent communication skills and the ability to work cross-functionally with multiple teams
    • Customer-centric mindset with a deep understanding of customer service best practices
  • Preferred Qualifications:
    • Degree in a related field such as design or equivalent work experience
    • Certification in Six Sigma, Lean, or other process improvement methodologies
    • Experience working with large-scale customer support operations
    • Background in CX (Customer Experience) design, UX (User Experience) or Information Architecture or similar

 

 
Salary Range:  $88,000-$132,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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