Associate Principal – CX Application Strategy

About the role

Join TELUS Digital as an Associate Principal in the CX Application Strategy team. You will help shape AI‑driven customer experience solutions for global contact‑center operations, working at the intersection of management consulting and solutions architecture.

Key responsibilities

• Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent‑assist tools, and success metrics.
• Design and prototype AI‑driven CX strategies, guiding clients from concept to working proofs‑of‑concept.
• Partner with Product, CCaaS, and Data & AI teams to build high‑level architecture visions and functional business cases.
• Advise on pilot programs, implementation readiness, and deployment of modern AI ecosystems.

Required profile

• 3–6 years of relevant experience in digital transformation, AI, or CX strategy.
• Agile, forward‑thinking mindset with a “builder” attitude.
• Deep understanding of modern technology stacks and ability to counsel enterprise clients on cutting‑edge CX innovations.
• Strong collaboration skills to work closely with CX strategy and AI product teams.

Required skills

• Conversational AI
• Large Language Models (LLMs)
• AI Agents