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UX Research Operations | TELUS Digital

Location: 

Vancouver, British Columbia, CA Kelowna, British Columbia, CA Calgary, AB, CA Halifax, Nova Scotia, CA Toronto, ON, CA Winnipeg, MB, CA Ottawa, ON, CA Edmonton, AB, CA

Req ID:  28786
Jobs by Category:  Digital
Job Function:  Product Management & UX/UI Design
Status:  Full Time
Schedule:  Regular

Join our team

 


We’re a customer-driven and product-minded team within TELUS, responsible for our company’s digital evolution. We simplify the path to production so teams can focus on what matters most.
 

TELUS Digital’s mission is to make life easier for millions of customers – and for our team. We build smart, customer-centric and data-driven experiences for telus.com, TELUS.com/business and the My TELUS app. Check out telus.com/digital/blog to see how we solve challenging problems for millions of customers with innovative tools.
 

Our team includes a passionate group of strategists, UX and visual designers, fullstack developers, content managers, scrum masters, testers, product owners, people experience specialists, and other digital experts.
 

We value and continuously support organizations across Canada that are empowering people in our local communities with digital knowledge and skills.
 

Learn more about our team at telus.com/digital


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

 

We’re seeking a skilled and experienced UX researcher to join our Digital team. You will manage the research processes and frameworks that help UX researchers work efficiently. This role will be at the forefront of uncovering customer insights and patterns to help shape digital product and experience design, and will support sales and service teams across TELUS Digital and beyond. 
 

Supporting the research practice, you will: 
 

  • Standardize insights so that they are easy to understand and clearly connect to business goals in a central research repository
  • Develop guidelines, playbooks, training materials to help scale research across the organization
  • Conduct discovery research as needed 
  • Manage recruiting platforms
  • Prioritize and schedule evaluative and conceptual research with teams in UXR tooling
  • Work with leadership to help facilitate the development of strategies to help us mature, scale, and create the conditions for the best customer experiences to reach our business objectives. 


We’re looking for someone who is curious about people and human behaviours, someone who can actively listen, ask thoughtful questions to proactively seek out valuable insights, and connect these insights to data that can help teams be better informed in their design decisions.

 


Here’s how
 

  • Champion the development and execution of the research strategy, playing a key role in defining the vision and goals of the research practice, as well as resourcing needs
  • Collaborate with Product Owners to inform and shape product roadmaps, advocating for customer needs
  • Provide best in class research practice across TELUS Digital and ensure the quality of research achieves project goals by working closely with cross functional teams in identifying the best research method based on project requirements, timelines, and resources
  • Mature the research practice by educating team members on UX research best practices and keep them informed on evolving methodologies 
     

You're the missing piece of the puzzle if you have

 

  • 8+ years relevant work experience, including integrating UX research into product designs and design practices
  • 2+ years leading a team including strategic development and scaling a team including process/cultural change management, mentoring and skills development
  • Business and organizational acumen needed in order to facilitate conversations with  directors and C-level leadership of what is needed in terms of resourcing to scale the research practice
  • The ability to move fast and adapt quickly to change, manage ambiguity, and work autonomously in an agile environment – you’ll have to be comfortable prioritizing simultaneous deadlines across multiple teams and projects 
  • Good communication and public speaking skills to share out knowledge of qualitative and quantitative research to leadership and teams

 


Great-to-haves
 

  • E-commerce, branding, design and information architecture experience is a plus
  • Experience setting up a research mentorship program
  • Team leadership experience with the ability to mentor newer practitioners
  • A strong knowledge base in UX Design
     

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:
 

  • Opportunity to show your stuff and be recognized and rewarded for excelling
  • 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.  #LI-remote
  • 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. 

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.

 

 

 

 

Digital

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

1.4M
Days volunteered in our communities

$1.3
Billion contributed to charitable and community organizations since 2000

15.2
Million customer connections

Accessibility

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.