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Strategy Manager - Service Design - TELUS Digital


Toronto, ON, CA

Req ID:  24518
Jobs by Category:  Digital
Job Function:  Planning and Analysis
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
  • Supporting customer workshops, validation and usability testing of services with actual TELUS customers throughout the design and development process
  • Contributing to 1-2 concurrent projects, support the project team in deliverable creation such as  customer insights, design concepts, prototypes, and tests. 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 skills, and ability to drive results with cross functional teams
  • With a proven record of taking initiative, you thrive in complex environments with many stakeholders and vendor partners, planning, prioritizing and executing tasks 
  • 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, adaptability, 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
  • Well organized and comfortable with project management 
  • Get excited about how your work helps others in the organization succeed in driving customer first experiences



  • 3 to 5 years of experience in service design and design thinking
  • Project management, process management, and vendor relationship management experience
  • 1 to 3 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:


  • A fun dynamic team that works together to find new innovative ways to drive the digital transformation of TELUS
  • An environment where you’re encouraged to share and act on your ideas, while learning new things and building your career
  • Able to work flexible hours and connect remotely with team members across Canada
  • A culture committed to giving back to our communities; every year we donate time and resources in our communities
  • Access to well-being resources as well as ongoing support and focus on overall team member physical and mental well-being 

Bonus points

Check out telus.com/digital/blog to see how we solve challenging problems for millions of customers with innovative tools.


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.






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.