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Director of Customer Experience - Job Opportunity at TELUS Digital

Remote, US
Full-time
Executive
Posted: April 26, 2025
Remote
USD 132,000-165,000 per year

Benefits

Comprehensive benefits package typical for Director level
Remote work flexibility
Career development opportunities
Global exposure across 30 countries

Key Responsibilities

Lead end-to-end customer experience strategy development and execution
Drive churn reduction and operational performance improvement initiatives
Manage and develop high-performing CX teams
Create and enhance customer sentiment reporting systems
Develop global operations support programs and metrics
Partner with commercial and finance teams on revenue assurance
Lead technology integration initiatives for agent performance improvement

Requirements

Education

Bachelor's degree in Business Administration, Marketing or related field; MBA preferred

Experience

10+ years in customer experience, customer service or related roles; 5+ years in senior leadership roles

Required Skills

Customer experience strategy development Team leadership and development Financial metrics management Stakeholder management Advanced presentation and negotiation skills Data analysis and insights generation Process optimization Change management
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Sauge AI Market Intelligence

Industry Trends

Increasing integration of AI and automation in customer experience management Growing focus on predictive analytics for customer behavior Shift towards omnichannel experience optimization Rising importance of real-time customer feedback systems

Salary Evaluation

The offered salary range of $132,000-165,000 is competitive for a remote Director-level CX position, though slightly below market for major tech hubs. Top performers in similar roles can command up to $190,000 base salary plus bonus.

Role Significance

Typically managing a team of 10-15 direct reports including managers and individual contributors, with indirect influence over 50+ team members globally.
Director-level position with significant strategic influence on customer experience initiatives and business outcomes. Reports likely to senior VP or C-level executive.

Key Projects

Customer experience transformation programs Digital channel optimization initiatives Customer journey mapping and enhancement Voice of customer program development Performance metrics framework implementation

Success Factors

Strong balance of strategic thinking and operational execution Ability to influence across multiple stakeholder groups Deep understanding of digital customer experience technologies Track record of measurable customer satisfaction improvement Experience with global team management

Market Demand

High demand position due to increasing focus on customer experience as a key differentiator. Companies are actively competing for experienced CX leaders who can drive digital transformation initiatives.

Important Skills

Critical Skills

Strategic thinking and execution Change management expertise Customer experience optimization Data-driven decision making Cross-functional leadership

Beneficial Skills

AI/ML knowledge for CX applications Process automation expertise Industry-specific domain knowledge Agile methodology experience

Unique Aspects

Global scope with presence in 30 countries provides unique exposure to diverse market conditions
Strong focus on technology-enabled CX transformation
Combination of strategic leadership and operational execution requirements
Emphasis on innovation and digital solutions in customer experience

Career Growth

Typical tenure in role is 3-4 years before advancement, with significant opportunity for lateral moves within TELUS Digital's global structure

Potential Next Roles

VP of Customer Experience Chief Customer Officer Head of Digital Operations VP of Operations

Company Overview

TELUS Digital

TELUS Digital is a significant player in the digital customer experience space, operating globally with a strong focus on technology-enabled customer service solutions.

Major presence in customer experience and digital transformation services, competing with global consulting firms and specialized CX providers.
Strong North American base with expanding global operations across 30 countries, offering significant opportunity for cross-border experience.
Innovation-focused environment with emphasis on agile methodologies and digital transformation, balanced with strong people-first culture.
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