Manager, Product Design

Join our team and what we'll accomplish together

This is an exciting opportunity to join one of Canada’s leading organizations with a robust & exceptional team of dedicated technology practitioners. The CIO is responsible for leading technology innovation and building faster, personalized, digital technology solutions to deliver world-leading customer experiences, enable remarkable human outcomes and drive business value for TELUS.

The Customer Digital Solutions & Product team is looking for a Manager, Product design to drive our continued transformation into a design-led product organization. As Manager, Product design, you will be the operational backbone for a team of talented Product Design and Content Practitioners. Your leadership will be key to successfully transitioning this team's workflow, culture, and capabilities from a project-based mindset to an empowered product-centric approach.
We are seeking a strong operator and a passionate people leader who excels at navigating change. Your success will be measured by the operational fluency, psychological safety, and growth of your team, enabling them to deliver high-quality, customer-centric outcomes within our new product model and drive the maturation of the Product Design discipline. 

What you will do

Reporting to the Director, Product & Product Design, the Manager, Product Design will focus on leading, coaching, and enabling a group of Product Design and Content practitioners. This role requires a high degree of collaboration with Product Management, Engineering, and other cross-functional stakeholders, proven leadership experience in transformation, and a passion for optimizing how value is delivered.

More specifically, the Manager, Product Design will be responsible for:

Operational Excellence & Transformation Leadership

• Operationalize the Product Model: Drive the day-to-day adoption and successful operationalization of the new product operating model principles within the Product Design and Content practice.
• Optimize Ways of Working: Optimize the flow of work, remove roadblocks and barriers to delivery, and drive process optimization and continuous improvement in how design and content is integrated into permanent, cross-functional product teams.
• Change Management for Design: Act as the primary change agent and thought leader in helping Product Design practitioners navigate the shift from being a 'service' to being integral parts of empowered, autonomous product teams, driving the design-led evolution.
• Ensure Practitioner Readiness & Quality: Support and provide guidance to practitioners in defining and maintaining high standards for artifacts, ensuring effective collaboration, and managing their capacity within a continuous discovery and delivery environment. Ensure all outputs meet TELUS quality standards for accessibility (WCAG), usability, and alignment with our enterprise design system.
• Design-Led Integration: Drive leadership alignment and action by bridging the operational gap between the practitioner team and their product partners (Product Managers, Engineers, etc.), ensuring clarity and shared goals that champion the design perspective.

People Management

• Empathy and Guidance: Lead the team and provide dedicated support and guidance to team members through their ongoing work priorities, providing support where there are challenging prioritization or feasibility decisions that need to be made.
• Foster Growth and Engagement: Provide dedicated focus on facilitating learning and development, career growth, and engagement opportunities for team members.
• Performance & Resource Management: Perform essential team management activities such as performance management, resource management, and budget management.
• Mentor and Coach: Mentor and guide practitioners, fostering a culture of growth, collaboration, and excellence within the product organization. Encourage team members to pursue their career interests, set and track goals, and navigate their unique career path and journey at TELUS.
• Build Practice Excellence: Be a leader within the Product Design and Content disciplines and Community of Practice, helping to build design practice excellence as the organization matures toward a design-led model.
• Talent Acquisition & Hiring: Lead recruitment efforts, define team needs, conduct interviews, and make hiring decisions to scale the team and bring diverse perspectives.

What you bring

• Transformative and Solutions-Oriented: Significant experience in change management and leading teams through large-scale organizational or operational shifts, particularly within a creative or design discipline.
• Strong Operator: Proven ability to define, manage, and scale effective ways of working, tools, methods, and processes, ensuring quality and efficiency.
• Empathetic People Leader: A strong people leader with the ability to galvanize team members and stakeholders while building a culture of psychological safety, high performance, and accountability.
• Growth Mindset: Demonstrated experience in building practice excellence and a continuous improvement mindset.
• Communication: Outstanding communication skills, capable of communicating complex change strategies to diverse audiences.
• Holistic Thinker: Ability to think holistically (end-to-end) about the practitioner's journey and its impact on customer outcomes.