Associate Principal, Strategy (Digital CX)

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

To help retain our deep culture of collaboration both among ourselves and our clients, this role will maintain an in-office presence Tuesdays, Wednesdays, and Thursdays in our Vancouver, BC location. 

Travel to client sites (10%) will be required on an ad hoc basis.

As an Associate Principal, Strategy, you’ll play a leading role at the intersection of Business Strategy, Customer Experience (CX), Technology, and User Experience in guiding the creation and evolution of the world’s best digital products and experiences. Our Strategists have the autonomy to shape beautiful, useful, and customer-centric digital solutions across platforms—native apps, responsive sites, bots, voice assistants, and more—for many well-known brands. You’ll operate at both the individual product level and across a client’s broader digital ecosystem.

Great product sits at the intersection of Desirability, Feasibility, and Viability, and our best-in-class teams bridge each of these, through the seamless collaboration between strategy, research, design, and engineering. With an emphasis on viability and desirability (and capable of speaking to the latest in CX-enabling tech), our Strategy practice identifies competitive whitespace, facilitates client workshops to draw out business goals and strategic priorities, participates in user research, drives ideation designed to achieve business goals and meet user needs, and articulates business value to make recommendations for the direction of a product or experience. You’ll work to counsel clients on digital initiatives to drive superior business outcomes in product, employee-facing and contact center environments. As an Associate Principal Strategist, you’ll be a trusted advisor to senior client stakeholders, championing CX-driven digital transformation and helping to define how organizations deliver long-term value through seamless and emotionally resonant customer experiences.

• Tell compelling and inspiring stories through artfully crafted presentations outlining the research, vision, and specific recommendations balanced with technical reality
• Identify and articulate business goals, market goals, and user goals
• Create clarity out of ambiguous problem spaces; quick to focus the team’s effort in the most valuable direction
• Consult on customer acquisition, retention, and CX performance optimization strategies for new and evolving digital products
• Gather and analyze large amounts of information expeditiously while developing compelling, insightful recommendations and product vision
• Communicate product decisions to senior-level stakeholders
• Lead ideation exercises and driving creative problem solving
• Work closely with designers, researchers, and project managers to set the direction for products and/or portfolios and platforms
• Work with WillowTree leadership to identify whitespace in our strategy service offering
• Contribute to commercial activity, such as providing strategic input into client pitch-work and RFP responses

• Experience working in an agency or consultancy with exposure to digital product/software strategy engagements
• Strong grasp of user-centered design principles and CX research techniques
• Have successfully launched products from previous roles
• Led client engagements and are empathetic to client needs
• Managed project workshops, check-ins, timelines, and presentations
• Significant mobile and emerging technology industry knowledge
• Can successfully tell stories with inspiring presentations; understands how to structure a narrative for maximum impact
• Strong public speaker capable of ‘owning the room’ from leading presentations to facilitating healthy group discussion
• Ability to articulate and quantify the business impact of CX-led digital strategies

• Exposure to ‘beyond the product’ management consulting
  • Pricing and distribution
  • Contact Center digital strategies
  • Marketing strategy and customer segmentation
  • Scenario planning
  • Innovation incubator design
  • Design thinking process consulting
• Digital transformation roadmapping
• Masters in Business Administration
• Adept at building long-term relationships with client stakeholders
• Expert Keynote skills

$132,000 - $165,000 CAD