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Senior Program Manager - Customer Escalation Intelligence

Vancouver, BC
Full Time
2 days ago

Transform the customer experience and drive a culture of continuous improvement

Join our team

The Customer Escalation Intelligence program is part of TELUS' Customer First strategy focused on making TELUS the easiest technology company to do business with. We are uniquely positioned within the organization to transform the customer experience by taking the learnings from customer feedback and driving improvements across our business. We are looking for a dynamic, innovative leader with a passion for continuous improvement to bring our transformational vision to life.

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

As the Customer Escalation Intelligence program lead, you will play a key role in driving a culture of continuous improvement and escalation reduction across the business. With your ability to lead a complex and cross-functional program, you will leverage learnings and data-driven insights generated from our talented RCA team to enable new and innovative ideas to improve our customer experience. You will leverage strong project management and collaboration skills to drive value and help
enable the success of various stakeholder groups across the organization including Consumer Marketing, Customer Experience, CSD, Digital, Channel and Business teams.

Here's how

As a Sr. Program Manager, you will build and lead the overall escalation reduction strategy, working collaboratively with cross-functional stakeholders to identify and drive escalation reduction opportunities.
    •Develop a strategic roadmap for the Customer Escalation Intelligence program in collaboration with various stakeholder and business owners •Define the scope of the program including deliverables, strategic initiatives and measures of success •Support the continuous evolution of the CEI program with a focus on leveraging improved analysis/reporting processes and customer data technologies •Leverage your knowledge of TELUS's existing products, services, and features to challenge the status quo of existing processes and tools to ensure we are continuing to evolve and improve our customer experience •Identify key priorities for the program and work with stakeholders to build implementation plans and solutions to meet our measures of success •Strong understanding of standard project management methodologies, principles and practices, processes and tools •Develop and implement strong program governance with stakeholders and executives teams •Excellent communication and presentation skills with the ability to craft clear, concise, compelling visuals and messages appropriate for the audience including leadership and executive-level presentations •Strong time management and organizational skills; ability to manage multiple projects, prioritize tasks, and meet aggressive deadlines •Proactive, takes initiative and ownership of understanding escalation drivers across multiple channels


    •Data analysis skills and knowledge of data visualization tools such as Tableau, Google Studio and Domo •Knowledge of financial analysis and benefit calculation methodologies •Lean Six Sigma certification with knowledge of root cause investigation methodologies •Minimum of 5-7 years of experience managing cross-functional concurrent projects andstakeholder groups

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