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Senior Strategy Mgr (Service Design) | TELUS Digital


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

Req ID:  14336
Jobs by Category:  Digital
Job Function:  Project Management
Status:  Full Time
Schedule:  Regular


Join our team

We are a small yet nimble team with dynamic strengths, who share a real passion for bringing fresh customer perspectives to tackle complex business problems. If you're ready to bring cross-functional teams together to deliver true innovation, come join us and be part of a team that's at the forefront of redesigning our customer journeys.

As the Service Design team, we are the center of excellence focused on design thinking at TELUS and as part of the Digital organization we see our work come to life at a rapid pace. We've assisted our internal teams across the company with some amazing outcomes and love pushing for the best customer centric results. 

TELUS Digital is a team of highly skilled professionals dedicated to building innovative, data-driven, customer centric digital experiences. We run like a start-up, we’ve embraced lean and agile methodologies.  We 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. 

To learn more, check out https://telus.com/digital

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

Service Design is about placing users at the heart of the entire problem solving process. With this clear focus, you’ll engage with users at the onset of design, and involve them throughout research to find great solutions. You'll uncover deep insights about core needs and what matters the most. The payoff is phenomenal customer experiences and services that truly make a difference.

Here's how

  • Distilling and framing complex business and customer problems into well-defined research and design briefs
  • Facilitating customer research initiatives including ethnographic research, personas, competitive analysis and other user research, and translating customer insights into actionable requirements
  • Leading customer workshops, validation and usability testing of services with actual TELUS customers throughout the design and development process
  • Strategically handling multiple, concurrent projects across a roster of external design/research vendors to deliver customer insights, design concepts, prototypes and other deliverables
  • Synthesizing and sharing findings, insights, and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
  • Working with internal partners across the service continuum, including Digital, Product & Services, Marketing, Client Experience and beyond
  • Promoting Service 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

  • Known for your tight-knit teamwork and leadership skills, including leading cross functional teams
  • With your focus on positive relationship building, you have a real passion for sharing knowledge and expertise to support the objectives and development of other team members
  • With an ability to distill complex and/or ambiguous problems into clear, actionable plans, you'll use your communication and presentation skills to convey a clear, concise, compelling messages
  • Known for having the empathy to see things from the customer’s perspective and a focus on how every decision impacts the customer experience
  • With a natural curiosity, eagerness to understand the “Why”, and keenness to learn from others
  • Experience with service design methodologies (i.e. customer journey maps and service blueprints), user-centered design


  • 5 to 7 years of experience in service design and design thinking
  • Project management, process management, and vendor relationship management experience
  • 3 to 5 years of experience with executive presentations

About TELUS Digital:


We want to work with people who:


  • Share our passion for all things digital
  • Thrive in an agile, lean and fast-paced environment
  • Clearly see things from the perspective of our customers
  • Are curious, experiment and never stop learning
  • View collaboration as essential to your work
  • Utilize the power of data to inform decisions
  • Embrace diversity and new ideas

What you can expect from us:


  • An environment where you’re encouraged to share and act on your ideas 
  • Flexible work hours in a central downtown location 
  • A welcoming, relaxed office with a casual dress code 
  • A culture committed to giving; every year we donate time and resources in our communities
  • Team lunches with a generous supply of healthy snacks
  • A fun, dynamic team that works and plays every day; great ideas can come as easily during an impromptu hallway soccer match or social team outing

Bonus points


A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.






Diverse teams lead the way to innovation. Leveraging different perspectives, experiences and ways of thinking allows us to deliver better insights, decisions, and solutions. Embracing our individuality, and leveraging diversity of thought is an important part of the amazing culture we have built at TELUS Digital.

We are honoured to be recognized

Team TELUS at a glance

Days volunteered in our communities

Billion contributed to charitable and community organizations since 2000

Million customer connections


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.