Associate Principal, CX Application Strategist

Summary

Join WillowTree, a TELUS Digital Company, as an Associate Principal, CX Application Strategy to drive digital/AI transformation in global contact center operations. This pivotal role involves shaping and executing digital/AI recommendations, collaborating with cross-functional teams, and counseling clients on digital CX initiatives. You will help clients define front-end application features, develop a maturity framework for tech/AI implementation, identify tech/AI opportunities, and deploy solutions. The ideal candidate possesses strong strategic and analytical skills, experience in management consulting or product/technology strategy, and proficiency in the tech/AI stack for contact centers. This leadership position offers the chance to redefine the future of customer experience for TELUS Digital's clients.

Requirements

• 5+ years of experience in management consulting, product, and/or technology strategy
• Proficient in tech/AI stack considerations for contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.) as well as integration requirements for deploying new tech/AI solutions into existing tech stack
• Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in contact center tech/AI

Responsibilities

• Help clients figure out front-end application & UX features to enable Digital CX strategy, including defining AI tools and how their success will be measured
• Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework with which to assess tech/AI implementation readiness for TELUS Digital contact center clients
• Test and refine the tech/AI maturity framework with contact center clients across 2-3 select industries
• Identify and prioritize tech/AI opportunities to enhance customer experience, improve operational outcomes, and/or drive customer value
• Work with Product teams to deploy tech/AI solutions at prioritized contact center clients
• Provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements
• Ensure that there is a clear tech/AI architecture vision where prioritized tech/AI solutions can be effectively deployed and integrated (i.e., articulate the high-level technology architecture solution, gaps, and recommended actions to fill)
• Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date and relevant
• Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’

Benefits

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)