Senior Strategy Manager - Retail Experience

Create awesome experiences for our customers!

Join our team

Our team is looking for a Senior Strategy Manager to help lead and grow our Retail Experience Strategy. As an experience leader, you’re a seasoned expert in your field. You thrive in ambiguity, are passionate about understanding and championing user needs. You are driven to create thoughtful, useful, and delightful experiences that bring value to people's daily lives.

You're a phenomenal communicator who is at ease presenting and selling your vision to Senior Management and Executive stakeholders, as well as discussing the detailed business, product, and technology required to bring it to life .You thrive when projects are undefined and ambiguous — you can take a complex challenge, talk to stakeholders, figure out what needs to happen, and move things forward with confidence. 

What’s in it for you?

This role provides high visibility across senior levels of the organization and the opportunity to make a significant strategic impact. You will enjoy substantial project ownership, leading and managing cross-functional programs from strategy setting through to implementation. Highlighting the growth potential of this position, the previous individual in this role was recently promoted to a management position.

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

In this role, you'll conceptualize, prototype, and iterate on transformation strategies that influence operational processes and value-added services within our TELUS retail ecosystem. You'll serve as the experience strategy lead on multiple projects, set the bar for high-quality work, and partnerships at all levels of the business.

Here's how

• Grow the practice of retail experience strategies and programs across key initiatives, framing new product and service opportunities by crafting clear and compelling customer journeys while providing strategic guidance on road mapping and execution.

• Lead and oversee the timely delivery of high-quality retail experience strategy deliverables, including discovery plans, user research findings, competitive insights, marketing principles, experience design prototypes, design thinking, strategy presentations, scorecards, and experience roadmaps.

• Own the end-to-end strategy and execution of complex retail initiatives — from discovering requirements and designing solutions, to negotiating with stakeholders, removing blockers, and getting things in market. 

• Build and maintain strong, collaborative relationships with business, product, store design, marketing, systems, technology and frontline teams to ensure the delivery of industry-leading experiences. 

• Negotiate competing priorities, influence decision-making, and drive alignment across business, product, store design, marketing, technology, and frontline teams — moving projects forward even when priorities conflict. 

• Quickly build context and deep understanding of TELUS' retail ecosystem, store operations, and customer dynamics — this knowledge is foundational to making strategic decisions and connecting the dots across initiatives. 

Qualifications

You're the missing piece of the puzzle

• Demonstrated critical thinking and strategic reasoning — you don't follow trends; you question them. You analyze situations, consider multiple scenarios, and craft differentiated solutions. You can articulate the 'why' behind every recommendation. 

• Excel in ambiguity and complexity — you can take undefined projects, break them down, gather information from stakeholders, prioritize what matters, and move things forward with confidence. 

• 5+ years of progressive experience in strategic roles within large organizations, ideally in consumer, technology, telecom, or banking. You should be operating at a senior individual contributor or early leadership level — someone who's ready to own strategic initiatives independently. 

• A passion for customer experience with proven proficiency in technology and industry innovations, consumer trends, and an analytical approach to experience and service design within large organizations

• Strong communication, collaboration, and facilitation skills, with organizational awareness to build relationships with cross-functional stakeholders

• Ability to effectively communicate complex concepts, gather and distill findings, design and implement solutions that are forward-thinking

• A solid understanding of all creative disciplines (experience strategy, design thinking and process, marketing and interaction design)

• Highly self-motivated, organized and accountable with strong attention to detail

• Skilled at conflict resolution and negotiation, persuading and influencing others to reach a shared understanding and alignment

• Proven track record of owning complex, cross-functional projects end-to-end — from discovery and design through execution, stakeholder alignment, and delivery in market. You move things forward, not just recommend them. 

Skills

• Strategic and critical thinking

• Deep industry knowledge

• Customer journey mapping

• Program management

• Reporting and analysis

• Cross-functional leadership

• Presentation development

• Relationship building and stakeholder management