Senior Manager, Digital CX & AI

TELUS Digital • Vancouver, BC

4d • Hybrid

About The Position

As Senior Manager, Digital CX & AI, you will be a senior delivery and practice leader within TELUS Digital’s Global CX organization, reporting directly to the CX & AI Director as part of the Digital CX leadership team. You will lead the technical transformation of enterprise-scale customer experience environments, partnering closely with clients to translate business priorities into long-standing, technology-enabled outcomes. This role sits at the intersection of CX platforms, data ecosystems, and applied AI. You will shape solution strategy, oversee complex delivery programs, and guide teams through end-to-end execution, from architecture and integration through build, rollout, and value realization. In doing so, you will support a portfolio of large clients and be accountable for delivery quality, commercial outcomes, and long-term client partnerships. Success in this role requires the ability to balance strategic thinking with hands-on technical leadership while operating comfortably in complex, multi-stakeholder enterprise environments. Your work will span digital CX implementations, platform modernization, systems integration, and custom software development, with a strong emphasis on leveraging Data and Generative AI to drive measurable improvements in operational KPIs. Beyond client delivery, you will contribute to the evolution of TELUS Digital’s CX & AI practice by mentoring senior talent, refining delivery standards, shaping offerings, and helping scale repeatable solutions across regions and industries.

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.
• Has 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.

Benefits

• award-winning digital product consultancy
• digital division of TELUS
• global team across North America, South America, Central America, Europe, and APAC
• end-to-end expertise across eight core service areas
• secure infrastructure and scale of our multi-billion-dollar parent company

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed