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Senior Strategy Manager - Service Design - TELUS

Toronto, ON
Full Time
5 days ago

Join our team

We are a small yet nimble team with dynamic strengths, who share a real passion for bringing a fresh customer perspectives to tackle complex business problems. If you're ready to bring cross-functional teams together to deliver true innovation, come join us and be part of a team that's at the forefront of redesigning our customer journeys.

As the Service Design team, we are the center of excellence focused on design thinking at TELUS and as part of the Digital organization we see our work come to life at a rapid pace. We've assisted our internal teams across the company with some amazing outcomes and love pushing for the best customer centric results.

TELUS Digital is a team of highly skilled professionals dedicated to building innovative, data-driven, customer centric digital experiences. We run like a start-up, we've embraced lean and agile methodologies. We celebrate our failures and see them as opportunities to learn. Our culture fosters collaborative learning and out-of-the-box thinking in a relaxed environment.

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Here's the impact you'll make and what we'll accomplish together

Service Design is about placing users at the heart of the entire problem solving process. With this clear focus, you'll engage with users at the onset of design, and involve them throughout research to find great solutions. You'll uncover deep insights about core needs and what matters the most. The payoff is phenomenal customer experiences and services that truly make a difference.

Here's how
    •Distilling and framing complex business and customer problems into well-defined research and design briefs
    •Facilitating customer research initiatives including ethnographic research, personas, competitive analysis and other user research, and translating customer insights into actionable requirements
    •Leading customer workshops, validation and usability testing of services with actual TELUS customers throughout the design and development process
    •Strategically handling multiple, concurrent projects across a roster of external design/research vendors to deliver customer insights, design concepts, prototypes and other deliverables
    •Synthesizing and sharing findings, insights, and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
    •Working with internal partners across the service continuum, including Digital, Product & Services, Marketing, Client Experience and beyond
    •Promoting Service Design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS


You're the missing piece of the puzzle
    •Known for your tight-knit teamwork and leadership skills, including leading cross functional teams
    •With your focus on positive relationship building, you have a real passion for sharing knowledge and expertise to support the objectives and development of other team members
    •With an ability to distill complex and/or ambiguous problems into clear, actionable plans, you'll use your communication and presentation skills to convey a clear, concise, compelling messages
    •Known for having the empathy to see things from the customer's perspective and a focus on how every decision impacts the customer experience
    •With a natural curiosity, eagerness to understand the "Why", and keenness to learn from others
    •Experience with service design methodologies (i.e. customer journey maps and service blueprints), user-centered design

    •5-7 years of experience in service development or design
    •Project management, process management, and vendor relationship management experience
    •3-5 years of experience with executive presentations

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability - your unique contributions and talents will be valued and respected here.
Management and Executive