Senior Strategy Manager (CXAI)

About this role

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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 https://www.telusdigital.com/ 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.