Senior Strategy Manager (CXAI)

Who We Are

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.

Location & Flexibility

This role will operate remotely in the Canada or in our Toronto, Ontario office. This position must be able to work 9 AM - 5 PM ET.

The Opportunity

We're building a centralized Product Management Office (PMO) within TELUS Digital's CXAI Transformation & Product Strategy team. The Senior CX Strategy Manager will be a founding force in this function, owning end-to-end activation of new partnerships and internal tools, from evaluation through go-to-market and into a steady state. This is a highly cross-functional, senior-facing role that requires the ability to align diverse stakeholders, run structured programs, and drive commercial outcomes within a large enterprise.

Responsibilities

• Lead end-to-end activation of new vendor partnerships and internal tools - from scoping and evaluation through GTM and post-launch

• Own the product strategy roadmap (6/12/18/24-month horizon) developed in collaboration with BD, commercial, GTM, ops, and product marketing teams

• Lead SLT-level updates and cross-functional working sessions; bring structure, visibility, and momentum to complex programs

• Partner with product marketing to develop sales collateral, enablement materials, and external-facing content

• Work with commercial and finance teams to ensure commission structures, pricing logic, and revenue recognition are set up correctly for new products

• Collaborate with operations teams to validate use cases, surface requirements, and ensure new products address real frontline needs

• Identify and secure a CX account for pilot; define pilot scope, success metrics, and exit criteria

• Build and maintain a product catalog and toolkit (playbooks, one-pagers, onboarding guides) to enable internal teams

• Establish and manage the PMO intake and governance process for new product and partnership requests across business units

• Mentor and coach the PM on the team; model best practices in product thinking, stakeholder management, and structured delivery

Qualifications

• 8 - 12 years of experience in product management, program management, or a closely related discipline within large enterprise environments

• Demonstrated experience leading centralized PMO or product operations functions - managing intake, governance, and cross-functional delivery

• Track record of activating partnerships or launching products end-to-end in a complex stakeholder environment

• Strong executive presence; comfortable presenting to and aligning SLT, commercial, and operations leadership

• Experience working across GTM, commercial, marketing, and ops functions to drive product activation outcomes

• Highly organized and structured - able to manage multiple workstreams, track dependencies, and maintain momentum across teams

• Strong written and verbal communicator; able to synthesize complex programs into clear narratives and actionable deliverables

• BPO, contact center, CX technology, or enterprise SaaS background strongly preferred

• Experience with pilot design, partner onboarding, or enterprise deployment programs is a strong asset

Bonus Points

• Familiarity with AI, automation, or workforce management platforms

• Experience in a management consulting or business transformation environment

• Exposure to revenue operations, commercial enablement, or channel partner programs

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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