Strategy Manager

  • Company:
    Telus
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 hour ago
  • Category:
    Business / Mgmt

Improve customer and business outcomes by owning key customer service journeys Join our team The Simplification program is a high profile, collaborative effort to optimize our Service Strategy on key customer service experiences. We bring cross-functional teams together to improve outcomes for customers and make more purposeful decisions about our service channels. Embedded in the Customer Experience Simplification team, and with the support of Customer Service Excellence’s Strategy & Enablement portfolio, our program drives results on key corporate scorecard metrics, aiming to improve Self-Serve Adoption and reduce Transactions per Customer. Here’s the impact you’ll make and what we’ll accomplish together As a Strategy Manager, you will serve as an Experience Owner for key customer service journeys, engaging cross-functional teams to improve self-serve capabilities, drive digital adoption and improve customer experiences. Your project management, analytical and relationship-building skills will all be put to use to deliver tangible impacts in specific customer journeys and transactions. Your efforts will directly contribute to our Self-Serve Adoption and Transactions per Customer metrics, which are reported on our corporate scorecard as a top TELUS priority. Your initial focus will be on key opportunities within our Mobility customer journeys, particularly around troubleshooting and device support experiences. This position has ample opportunity to shape or grow the portfolio into other journeys, including Home Solutions experiences. Here’s how Use data, insights and analytics to uncover opportunities for self-serve improvements and journey transformation, and to define potential benefits for each opportunity Engage cross-functional primes from key teams to understand current state, define ideal future states and create roadmaps and plans to deliver Connect analytical, service channel and enablement teams to work together to improve customer and business outcomes Manage a centralized workstream plan of all the teams and inputs needed to improve your customer journey opportunities Define and own key measures of success to demonstrate the impact of your cross-functional journey improvements, anchoring your results in data Leverage a variety of tools to change customer and business behaviours, including enabling new self-serve experiences, influencing business rules, proactive and reactive customer steering, policies, frontline advocacy, change management, and more Storytelling to peers, Directors and VPs through our governance forums to drive decisions, gain support and celebrate wins You’re the missing piece of the puzzle Strong project management, time management and organizational skills; ability to manage multiple projects, prioritize tasks, and meet aggressive deadlines Proven ability to build relationships, influence others and foster ownership within cross-functional teams Confident tackling ambiguous problems, bringing structure and process to help shape solutions Experience leveraging data, insights and analytics to define problems and priorities Self-starter, proactive, takes initiative and ownership of issues/tasks to resolution Customer-focused approach to problem/issue resolution Strong written and oral communication skills, including creating and delivering presentations An undergraduate degree in business or related discipline Great-to-haves Service Design training or experience Knowledge of collaborative tools such as Google Suites, DOMO and Monday.com Experience working in or across different areas of TELUS (Marketing, CE, Channel, Digital, BT) 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.