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L4 Design (Senior Customer Journey Manager)

Location: 

Toronto, ON, CA, M5J 2V5

Req ID:  49399
Jobs by Category:  Technology Solutions
Job Function:  Network & Engineering
Status:  Full Time
Schedule:  Regular

Description

 

Are you ready to evolve TELUS’ customer experience ecosystem?

 

We’re looking for a Senior Customer Journey Manager to help architect and accelerate TELUS’ future of customer experience. You’ll lead a portfolio of priority journeys—shaping our digital North Star and ensuring it integrates seamlessly with all channels to deliver truly omnichannel experiences.

 

Join us to reimagine how customers interact with TELUS across touchpoints, and help our organization move with clarity, consistency, and care.

 

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

 

You’ll serve as the driving force behind a portfolio of customer journeys, collaborating across product, channel, operations, marketing, and support teams. Your leadership will be key in aligning business outcomes with customer needs—helping TELUS deliver more cohesive, intuitive, and lovable experiences.

 

You’ll connect insights to action, guide strategic direction, and co-create the future with cross-functional teams to make TELUS more responsive, resilient, and customer-obsessed.

 

Here’s how

 

  • Lead a portfolio of journeys, defining shared goals, governance, and experience ambition across touchpoints
  • Establish and evolve a digital North Star for key journeys, facilitating how it connects with other channels to support true omnichannel delivery
  • Facilitate strategic workshops to align teams around customer truths, opportunity areas, and roadmap priorities
  • Partner deeply with analytics and UX research teams to synthesize insights across qualitative and quantitative methods, creating shared clarity
  • Maintain and prioritize a journey-level backlog aligned to customer moments and business outcomes
  • Champion experience-led transformation, surfacing interdependencies and enabling operational change through roadmaps and business cases
  • Coach others in journey management practices, helping scale capability and maturity across the organization

 

 

Qualifications

 

You’re the missing piece of the puzzle

 

  • 7–10 years of experience in customer journey management, service design, experience strategy, or transformation roles
  • Proven ability to lead cross-functional initiatives and influence at senior levels without formal authority
  • Fluent in customer-centered methods like journey mapping, insight synthesis, prioritization frameworks, and agile planning
  • Proficient in facilitating workshops and working sessions with diverse stakeholders
  • Experienced in working with data and research teams to uncover insights and shape experience decisions
  • Comfortable balancing strategic thinking with the practical realities of execution in a large, complex organization

 

Great to haves

 

  • Experience in telco, banking, or tech industries with mature CX capabilities
  • Familiarity with journey management platforms (TheyDo, Miro, Qualtrics, etc.)
  • Understanding of omnichannel ecosystems and the role of digital in integrated service delivery
  • Bilingualism in French and English is an asset

 

 
Salary Range:  $92,000-$138,000
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 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, based on the role's requirements
  • 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.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

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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