Senior Product Manager, Customer Experience

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

An integral segment of our company is Fuel iX™, TELUS Digital's proprietary generative AI engine. Fuel iX™ empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges.

Location & Flexibility

The Senior Product Manager, Customer Experience is a hybrid role. This model requires the ability to work in a hybrid model from one of our offices in São Paulo (2 times/ week or 8 days/ month) or Porto Alegre (3 times/ week or 12 days/ month). Our office culture is designed to foster in-person innovation, collaboration, and connection with team members, local and visiting, from other global offices.

The Opportunity

As a Senior Product Manager, Customer Experience (CX), you’ll partner with our Engineering and Delivery teams to lead a multidisciplinary squad that is part of the customer experience solution that is used today to support critical business processes. This opportunity involves leveraging the power of Generative AI to deliver business outcomes at scale directly. 

Fuel iX is a next-generation platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI application framework, ensuring the delivery of business value to enterprises worldwide.

Responsibilities 

• Build and drive strategic product roadmaps considering business value, technical lift, dependencies, time, and budget constraints
• Articulate the problem to be solved in a clear, understandable manner.
• Define requirements and manage backlogs across multiple platforms
• Build a shared understanding of product requirements among all stakeholders
• Develop clear, actionable product artifacts: briefs, epics, user stories, and feature specifications that guide product development
• Own scope management and feature prioritization discussions
• Work in lockstep with designers and engineers, fostering a tightly integrated team to deliver exceptional user experiences through human-centered design
• Lead technical discussions with engineers to define system architecture and data flows
• Analyze data to identify patterns, trends, and opportunities for optimization
• Manage and document technical dependencies and API requirements

Qualifications

• 7+ years of experience in product management, preferably with SaaS products.
• C1 or C2 English language proficiency
• Strong understanding of Generative AI technologies and their application in business solutions.
• Proven technical background either in engineering or working with complex technical products
• Experience working with product development teams, software development processes, and agile methodologies.
• Ability to analyze market trends, customer needs, and competitive landscape.
• Proven ability to identify and solve complex problems, leading to measurable business outcomes.
• Excellent written and verbal communication skills.
• Ability to articulate complex technical concepts to non-technical stakeholders.
• Demonstrated ability to lead cross-functional teams and manage multiple stakeholders.
• Strong project management skills and the ability to prioritize tasks effectively.
• Passionate about delivering exceptional customer experiences.
• Ability to gather and integrate customer feedback into the product development process.

Bonus Points

• Learning, Coaching, and Training Systems
• Knowledge Management

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy.

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