Strategy Manager (Continuous Improvement and Innovation).
TELUS
Calgary, AB, CA
1d ago

Join our team

The Continuous Improvement and Innovation team (CI&I), is a high profile, cross-functional team that leads experience design initiatives across TELUS Business Solutions (TBS).

Through a unique combination of customer-centric and data-driven methods. We work cross-functionally to help our stakeholders innovate, solve problems and orchestrate sustainable change.

Through repeatable methods, we are taking an active role in helping to shape our organizational culture as we deliver remarkable outcomes for our customers while tapping into the ingenuity of the TBS team.

We run like a start-up and 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.

Heres the impact youll make and what well accomplish together

Our comprehensive experience design methods place customers at the heart of the entire problem solving process. Whether it be designing new experiences or redesigning existing services, youll engage with users at the onset to hone in on what matters most and involve them throughout research to find great solutions and help to orchestrate sustainable change.

The payoff is phenomenal customer experiences and services that truly make a difference.

Here's how

  • Distill and frame complex business and customer problems into well-defined engagement briefs
  • Translate insights from customer research, operational analysis and other research into actionable requirements
  • Support customer workshops, validation and usability testing of services throughout the design and development process
  • Support project teams on 1-2 concurrent projects on deliverable creation such as customer insights, design concepts, prototypes, and tests that will inform insights and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
  • Apply knowledge of implementation and change enablement to bring our designs to life
  • Work with internal partners across the service continuum, including Product & Services, Sales, Marketing, Business Customer Experience and beyond
  • Promote experience design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS
  • Qualifications

    You're the missing piece of the puzzle

  • Facilitator : Known for your tight-knit teamwork and leadership skills, including leading cross-functional teams across technical, customer-facing, business supporting and implementation teams
  • Innovator : Not tied to doing things the way they have always been done; always looking for new and better ways to do things.
  • Energetic self-starter in a fast-paced, constantly evolving environment

  • Problem Solver : With a natural curiosity, you foster a well-structured environment where teams can share ideas, learn from others while you dig-in to create win-win opportunities for our customers, team members and TELUS
  • Change Leader : Strong skills in change management, time management and the ability to manage shifting priorities
  • Project Leader : 3 to 5 years of project management skills, and recognized for your ability to zoom into tactical elements and zoom out to the strategic bigger picture.
  • Compelling Storyteller : 1 to 3 years of experience with executive presentations and communication, with an ability to distill complex and / or ambiguous problems into clear, actionable plans and compelling messages
  • Great-to-haves

  • Design Thinking / Service Design training or experience
  • Operational excellence training or experience
  • Change management training or experience
  • Knowledge of collaborative tools such as Google Workspace, Miro, and Asana
  • Experience working in or across different areas of TELUS (Marketing, Sales, Product, CE, Channel, Digital, BT)
  • LI-Remote #LI-HYBRID

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