Senior Manager, Digital CX & AI

TELUS Digital•Charlottesville, VA

22h•Hybrid

About The Position

This role is for a Senior Manager, Digital CX & AI within TELUS Digital’s Global CX organization. The position involves leading the technical transformation of enterprise-scale customer experience environments, partnering with clients to translate business priorities into technology-enabled outcomes. The role sits at the intersection of CX platforms, data ecosystems, and applied AI, requiring the individual to shape solution strategy, oversee complex delivery programs, and guide teams through end-to-end execution. Success requires balancing strategic thinking with hands-on technical leadership in complex, multi-stakeholder environments. The work spans digital CX implementations, platform modernization, systems integration, and custom software development, with a focus on leveraging Data and Generative AI. Beyond client delivery, the role contributes to the evolution of TELUS Digital’s CX & AI practice through mentoring, refining delivery standards, shaping offerings, and scaling solutions.

Requirements

10+ years of experience in Data & AI and/or software engineering, with a proven track record as a technical leader and people manager in a client-services or consulting environment, including agile delivery governance.
Experience leading large-scale AI and/or CX transformation initiatives spanning data, AI, and software, from discovery and solution design through delivery and value realization.
Proven success leading large, globally distributed, multi-disciplinary teams across engineering, data, AI, and CX functions.
Strong understanding of Generative AI and its enterprise applications, with the ability to assess fit, articulate trade-offs, and link initiatives to measurable ROI and business outcomes.
Demonstrated ability to lead complex programs with multi-layered scope, engaging confidently and empathetically with senior client stakeholders and executive sponsors.
Experienced technical problem-solving experience across CX ecosystems, including CCaaS, CRM, WFM, and integration platforms, with the ability to communicate issues clearly across teams.
Exceptional communication and facilitation skills, including leading executive workshops and structured alignment sessions around enterprise goals and delivery plans.
Fluency in spoken and written English.

Nice To Haves

Demonstrated leadership in data and AI transformation initiatives that drove organizational change and increased enterprise maturity.
Experience leading CX systems integration programs involving platforms such as Genesys, Five9, NICE, Salesforce, Zendesk, or SAP, as well as enterprise knowledge and content platforms.
Prior experience operating within CX environments, with strong working knowledge of contact center KPIs (e.g., AHT, FCR, CSAT, conversion, cost-to-serve).

Responsibilities

Partner with Architects, CX Strategists, Operation Leaders, and Delivery teams to plan, design, and implement AI-driven solutions that enable meaningful digital and operational transformation.
Build, lead, and scale high-performing, cross-functional squads focused on identifying and delivering opportunities that improve core CX and operational KPIs, drive revenue growth, and reduce cost across client operations.
Own delivery excellence across engagements by maintaining strong, consistent communication with project and squad leaders, ensuring progress against milestones, high-quality execution, client satisfaction, and long-term account growth.
Provide senior technical leadership by guiding strategic decisions across architecture, integration, data, and AI, and by evaluating solution trade-offs in service of durable, high-impact client outcomes.
Apply deep client-services judgment to resolve complex challenges related to scope, design, architecture, delivery approach, and operating models in enterprise environments.
Deliver clear, tailored communication to engineering teams, product and marketing partners, operational leaders, and executive stakeholders.
Create, own, and communicate holistic delivery plans that align teams around shared goals, timelines, and success metrics, driving coordinated and convergent execution.
Oversee the formation, allocation, and scaling of project teams, proactively identifying resourcing needs and growth opportunities as engagements evolve.
Lead, mentor, and develop globally distributed teams and leaders across multiple disciplines, fostering strong collaboration, accountability, and technical excellence.
Promote sustainable delivery practices that balance team health with a strong focus on achieving client objectives and measurable business outcomes.