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Senior Strategy Manager (Continuous Improvement and Innovation)


Toronto, ON, CA Edmonton, AB, CA Calgary, AB, CA Vancouver, British Columbia, CA

Req ID:  25858
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular



Join our team


The Continuous Improvement and Innovation team (CI&I), is a multi-disciplinary, cross-functional team that leads experience design initiatives across TELUS Business Solutions (TBS) through the application of a unique combination of customer-centric and data-driven methods. We work cross-functionally to help our stakeholders innovate, solve problems and orchestrate sustainable change. Through repeatable methods, we are taking an active role in helping to shape our organizational culture as we deliver remarkable outcomes for our customers while tapping into the ingenuity of the TBS team. We run like a start-up, celebrate our failures, and see them as opportunities to learn. Our culture fosters collaborative learning and out-of-the-box thinking in a relaxed environment.


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


Our comprehensive experience design methods place customers at the heart of the entire problem solving process. Whether you are designing new experiences or redesigning existing services, you’ll engage with users at the onset to hone in on what matters most and involve them throughout research to find great solutions and help to orchestrate sustainable change. The payoff is phenomenal customer experiences and services that truly make a difference.


Here's how


  • Distill and frame complex business and customer problems into well-defined engagement briefs
  • Translate insights from customer research, operational analysis and other research into actionable requirements
  • Support customer workshops, validation and usability testing of services throughout the design and development process
  • Strategically handle multiple concurrent projects to deliver on customer insights, design concepts, prototypes, and tests that will inform insights and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
  • Apply knowledge of implementation and change enablement to bring our designs to life
  • Work with internal partners across the service continuum, including Product & Services, Sales, Marketing, Business Customer Experience and beyond
  • Promote experience design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS





You're the missing piece of the puzzle


  • Problem Solver: With a natural curiosity, you foster a well-structured environment where teams can share ideas, learn from others while you dig-in to create win-win opportunities for our customers, team members and TELUS. While you primarily apply methodologies such as Lean Six Sigma, your innate curiosity and penchant for life-long learning has inspired you to seek out complementary approaches and thoughtfully apply them to deliver stronger outcomes for customers
  • Innovator: Not tied to doing things the way they have always been done; always looking for new and better ways to do things. Energetic self-starter in a fast-paced, constantly evolving environment 
  • Project Leader: 5+ years of project management skills, and recognized for your ability to zoom into tactical elements and zoom out to the strategic bigger picture
  • Facilitator: Known for your tight-knit teamwork and leadership skills, including leading cross-functional teams across technical, customer-facing, business supporting and implementation teams 
  • Change Leader: Strong skills in change management, time management and the ability to manage shifting priorities
  • Compelling Storyteller: 3+ years of experience with executive presentations and communication, with an ability to distill complex and/or ambiguous problems into clear, actionable plans and compelling messages




  • Design Thinking/Service Design training or experience
  • Change management training or experience
  • Experience working in Product, Marketing, Finance
  • Knowledge of collaborative tools such as Google Workspace, Miro, and Asana #LI-Remote #LI-Hybrid



A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.






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

Days volunteered in our communities.

Team members that work at home or are mobile.

Million customers that TELUS is serving across Canada.


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.