Senior Product Manager (12 month - Maternity Leave Coverage) - Digital Experience Team (SMB)

Description

TELUS is renowned for its inclusive culture where diverse perspectives fuel innovation and meaningful outcomes for customers. Our Digital Experience organization plays a critical role in delivering a Digital First strategy by creating simple, personalized, and connected experiences across our digital ecosystem.

As a Senior Product Manager, Personalization & My TELUS Experience, you will own the strategy, roadmap, and evolution of TELUS’ personalization capabilities and the My TELUS authenticated experience for Small & Medium Business (SMB) customers. This role is responsible for shaping how SMB customers discover, manage, and grow their TELUS services through intelligent, relevant, and consistent digital interactions.

You will lead a portfolio of capabilities that span identity, preferences, segmentation, targeting, content personalization, and in-journey decisioning, ensuring personalization is delivered responsibly, measurably, and at scale across TELUS digital channels.

This role requires strong product judgment, customer empathy, and systems thinking, along with the ability to influence across marketing, technology, analytics, and privacy teams.

Here’s how:

• Own personalization strategy and vision: Define a clear product vision and multi-year roadmap for personalization and My TELUS experiences, aligned to SMB growth and engagement goals
• Lead My TELUS capability evolution: Drive the strategy and ongoing optimization of authenticated experiences that help SMB customers manage their accounts, services, and interactions with ease
• Enable omnichannel personalization: Partner with Marketing, Content, and Technology teams to deliver consistent, relevant experiences across web, app, and assisted channels
• Translate customer needs into capabilities: Leverage customer insights, behavioural data, and qualitative research to inform product decisions that reduce effort and increase value
• Drive measurable outcomes: Define success metrics and experimentation frameworks to assess the impact of personalization on engagement, conversion, retention, and satisfaction
• Balance innovation with trust: Ensure personalization capabilities are designed with privacy, consent, accessibility, and regulatory considerations at the core
• Influence cross-functional delivery: Act as a senior thought partner across Marketing, Digital, Analytics, Technology, Legal, and external partners to deliver end-to-end experiences
• Continuously improve platform effectiveness: Identify gaps, dependencies, and opportunities to improve personalization tooling, workflows, and operational models

Qualifications

Here’s what you bring to this role:

• Senior product leadership: Proven experience owning digital customer experience or platform capabilities with accountability for strategy, roadmap, and outcomes
• Customer-centric mindset: Deep empathy for customer needs and behaviours, with experience translating insights into scalable product solutions
• Data-informed decision making: Strong ability to define metrics, interpret performance data, and use experimentation to guide prioritization
• Systems thinker: Ability to connect front-end experiences with backend capabilities such as identity, data, and content systems
• Strategic judgment: Comfortable operating in ambiguity, evaluating trade-offs, and making thoughtful recommendations
• Influential communicator: Skilled at articulating product vision and aligning diverse stakeholders around shared outcomes
• Execution focus: Experience delivering complex digital capabilities using Agile methodologies while managing scope and dependencies

Great-to-haves:

• Experience with personalization platforms, customer data platforms (CDPs), or decisioning engines
• Experience with authenticated digital experiences (web or app), including account management or self-serve journeys
• Familiarity with A/B testing, experimentation frameworks, and analytics tools
• Understanding of privacy, consent management, and data governance in digital products
• Experience in B2B, B2B2C, telecommunications, or technology-driven environments