Principal Strategy Cosulting (Digital CX Transformation)

Principal, Strategy Consulting

TELUS Digital is seeking a Principal, Strategy Consulting to continually work with our contact center clients to transform our clients' customers ' experience. You'll leverage our contact center operations expertise, transformative digital innovation and automation, all while providing strategies to increase volumes and/or improve contact center outcomes. The ideal candidate will have experience in management consulting, corporate strategy, or digital transformation, with the ability to counsel executive client stakeholders and product teams on digital CX initiatives to drive superior business outcomes, and estimate the business value at stake from implementing such initiatives. A key aspect of this role includes being able to craft 'win/win' commercial arrangements to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards.

Key Responsibilities

• Identify, prioritize, and size the business impact of opportunities to help our clients improve customer experience, reduce customer churn, improve average revenue per customer, and/or handle more contact center volumes with exceptional quality standards.
• Craft commercial arrangements to be able to implement these opportunities (likely transitioning to outcome-based arrangements and/or bundling digital/AI improvements into renewal contracts).
• Navigate ambiguity: Be comfortable leading through ambiguous, complex problem spaces along with the ability to work independently.
• Product & Strategy Alignment: Work with Product teams to deploy tech/AI solutions at prioritized contact center clients; provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements.
• Client Collaboration: Regularly collaborate with senior client stakeholders to understand their customer experience vision, implementation considerations, and key success factors.
• Cross-functional Teamwork: Collaborate with other functions to bring the 'best of the best' expertise across TELUS Digital to our clients (e.g., sales, operations, product, technology, AI product).
• Industry Trends: Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the 'art of the possible'.
• Workshop Facilitation: Conduct innovation and roadmapping workshops with clients in support of regular strategic reviews.
• Deliverable Development: Lead preparation and development of deliverables for clients to assess their current technology stack and identify areas of improvement.
• This role will play a key role in shaping our CX transformation playbook across Central America.
• This role will be based on-site in [El Salvador]. Occasional travel may be required to other TELUS Digital sites in [El Salvador], and/or internationally for client visits.

Minimum Qualifications

• 3+ years in management consulting, corporate strategy, or digital transformation. Note: Experience from top-tier, boutique, or regional consulting firms is highly welcomed.
• Step-Up Opportunity: High-performing candidates with 1–2 years in strategy consulting seeking a step-up opportunity into an Associate Principal role are also strongly encouraged to apply.
• Demonstrated expertise in the Banking and Financial Services industry (including FinTech), and/or eCommerce or Technology sectors. Internal strategy or transformation experience within these industries is acceptable.
• Strong conceptual problem-solving skills, with the ability to quantify the business value of tech/AI solutions.
• Familiarity with business case modeling, strategic roadmapping, or tools like Tableau, Zendesk, or NICE is a plus.
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Intellectual curiosity and desire to keep up with the 'latest and greatest' improvements in contact center tech/AI.
• Full professional proficiency in English.
• Recommended: an advanced graduate degree (e.g., MBA, PhD, etc.) or equivalent work experience; Requirements may vary by country.

Our Hiring Philosophy

We value strong problem-solving and consultative skill sets over specific firm brand names. Experience at regional consulting firms, niche CX agencies, or internal corporate strategy teams is highly recognized and valued. This role is a key growth path for candidates wanting fast-track leadership in Central America's digital CX transformation space.