Principal - Business Development - Digital CX

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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

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.

Location

This role will operate remotely OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA 

The Opportunity

The Principal, Business Development - Digital CX role is responsible for leading relationships and pursuits of key strategic accounts. This role will operate across industry verticals, but will have an additional focus on our Telco vertical. The Principal will ensure that all aspects of account work, from strategic development to execution, exceed client expectations. While working with Business Development and Marketing leadership on a combination of product, brand, market, and sales strategies, the Principal will coordinate new leads, field new business opportunities, and win new business. This role reports to the Global SVP, Commercial. 

Responsibilities

• Identify target accounts to optimize services and communicate TELUS Digital's and WillowTree's capabilities to clients
• Competently articulate product features to successfully implement technology solutions
• You’ll collaborate with teams across WillowTree and TELUS Digital to craft executive-level proposals, pitches, and SOWs for prospective and existing clients
• Cultivate and extend existing C-level relationships with current clients
• You’ll team up with our delivery leadership to respond to opportunities and team-sell through RFP responses or other types of sales cycles
• Advise WillowTree’s internal teams on industry and vendor trends to remain well-positioned to assist our clients
• Maintain deep relationships across a variety of contact center technology partners to ensure the client's best interests are in view
• Stay abreast of industry trends and advancements in generative AI, conversational AI, CCaaS, and other technologies that may impact contact center operations for clients
• You must have the ability to travel up to 25% for client visits, pitches, and conferences if based in one of our office locations. A higher percentage (~40%) of travel will be expected for remote team members to maintain a frequent presence in our office locations. 

Qualifications

• Deep experience in CCaaS and other call center technology products and services, engaging with F500-level client accounts
• Experienced in helping clients define their contact center operations and developing the business case for investment in new technologies
• Proven record of working across multiple accounts and clients at once
• Ability to identify and characterize business issues, while demonstrating a ‘nose for value’ to discern what is important
• Scope and plan underlying analyses that will yield critical answers to the questions at hand. Understand the required data to complete the analysis and procure it accordingly. Deliver timely, zero-defect execution of analysis. Leverage quantitative tools for the analytical "heavy lifting.” Analyze data and translate findings into meaningful insights and recommendations
• Ability to communicate effectively and succinctly, both verbally and on paper, and across all levels of an organization. The ideal candidate excels in client relationships/communication and possesses the executive presence to influence appropriate senior stakeholders

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.

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