If working on innovative & disruptive ideas that shape the future motivates you, then this role is for you!Join our team
Koodo, Canada's most recommended wireless brand has remained an industry leader in wireless customer experience, backed by multiple J.D. Power wins over the last 10 years.
Our Customer Experience Management team, within Koodo Marketing, is passionate about achieving business goals while creating effortless experiences for customers by pushing the envelope of innovation!
Koodo Assist is our revolutionary, globally ground-breaking support model which leverages artificial intelligence (AI), tech innovation and customer centricity to offer a win-win outcome for our customers and our businessHere's the impact you'll make and what we'll accomplish together
Koodo Assist is driving millions of dollars in savings in year and our targets for 2019 are doubled!
As Koodo Assist expands and as we fundamentally change our customer support model we are looking for a passionate and driven team member to join us, to lead Koodo Assist through its next wave of innovation. With a deep understanding of customer behavior and ability to design strategically important experiences, the individual in this role will help Koodo Assist achieve its north-star vision and ensure future-proof & sustainable success.Here's how
•Lead Koodo Assist through its next phase of innovation, specifically by enabling Koodo Assist to become an intuitive, intelligent & personalized operating system for prospects and existing customers in the research and purchase cycle online
•Work closely with our Marketing Communications (MarComm) team and ad agency to develop a robust customer communication strategy to use Koodo Assist as a differentiating value proposition
•Collaborate with our third party vendor for AI & machine learning to come up with creative ideas to drive up resolution rate and customers satisfaction by offering a truly lovable experience
•Build strong relationships with cross functional teams such as communications, marketing, customer research, operations & reporting teams
•Build strong understanding of customer behavior, voice of the customer and the key business metrics to provide timely insights and drive decision making
•Keep track of the fast evolving machine learning & AI space to bring in ideas, innovation, and inspiration Qualifications:You're the missing piece of the puzzle
•Strategic and innovative thinker
•Strong problem solving abilities and ability to distill data into succinct insights & strategic recommendations
•Ability to dig deeper to understand customer behavior and come up with creative ideas to challenge status quo
•Excellent communications skills including experience developing and delivering strong presentations for senior management
•Comfortable with ambiguity and balancing multiple priorities/needs
•University degree in Marketing, Business, Mathematics, Engineering or Finance
•1-4 years of experience in product management or marketing Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly ® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Posted: September 15, 2018
Closes: November 14, 2018