About TELUS Digital TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com . Position Overview: As a Director Customer Experience , you lead a team who develop the end-to-end customer experience strategy, driving customer loyalty and fostering business growth. You drive aggressive churn and penalty reduction targets and develop global programs to enhance our operational performance. You manage the performance, drive engagement, and foster development of your team. Develop and enhance customer sentiment reporting mechanisms Create programs and mechanisms to drive tight account and KPI management and reporting Lead initiatives to support the transition to a global operations support structure (scorecards, dashboard, etc.) Develop programs to significantly enhance agent performance leveraging technology (AI, automation, process redesign), in partnership with Operations and Human Resources Partner with commercial to ensure strong Commercial and Operations interlock on key programs, metrics, and focus Manage funnel forecast and risk mitigation tactics and planning Partner with Finance to create a comprehensive end-to-end revenue assurance program Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship Core Competencies: Giving support, focusing on customers, embracing technology, managing self-development Providing leadership, leading change, building effective teams, managing stakeholders Ability to think innovatively and develop and implement long-term strategies that align with organizational goals and drive customer-centric growth Strong understanding of customer service principles, practices, and technologies Expertise in mapping and optimizing customer journeys across multiple touchpoints and channels Proficient in analyzing complex customer data and translating insights into actionable strategies Strong ability to influence and collaborate with cross-functional teams and senior leadership Ability to drive fast decision making, removal of barriers, and instill a bias for action Ability to understand and manage financial metrics related to customer experience and revenue growth Ability to direct the resolution of highly complex or unusual business problems applying advanced critical thinking Advanced presentation skills, with the ability to negotiate and influence at all levels of the organization Qualifications: 10+ years of experience in customer experience, customer service, or related roles; 5+ years in senior leadership roles Bachelor’s degree in Business Administration, Marketing, or related field MBA is an asset Proficient oral and written English TELUS Digital Values: TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first We embrace change and innovate courageously We grow together through spirited teamwork At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability. Seniority level Director Employment type Full-time Job function Management and Strategy/Planning Industries Outsourcing and Offshoring, Consulting, IT Services, and IT Consulting #J-18808-Ljbffr
Customer Experience Specialist (French-Speaking) Location: Onsite in Cork, Ireland Hours: 8:00 AM – 4:30 PM, 5 days a week (Mon-Sun), subject to change Salary: €32,500 gross per year + performance bonus Start Date: 12th May Relocation Support: Up to 4 weeks of accommodation for candidates moving from outside Ireland About the Role As a Customer Support Specialist in the fintech industry, you will develop key skills in communication, problem-solving, customer service, and cultural awareness . You will investigate and research user issues, identify and escalate bugs to ensure they are resolved quickly. In this role, you’ll be part of a global team of amazing people, representing some of the world’s top payment processing brands and helping to make a difference through cutting-edge technology. What We Offer Permanent contract for job stability Referral bonuses for bringing your friends on board Achievable performance bonuses Career growth opportunities with training and promotions Multilingual experience to improve language skills Community projects to make an impact Exciting team events and social activities Private medical insurance (tenure-based) Pension scheme Maternity & paternity leave What We’re Looking For Fluent in English and French Customer service experience Strong problem-solving skills Good time management and motivation to exceed expectations Team player with a can-do attitude and willingness to learn Equal Opportunity Employer We value diversity and inclusion . Hiring decisions are based on qualifications, merit, and performance . Apply now and be part of something bigger! #J-18808-Ljbffr
Location: Remote - anywhere in Ireland Ready to say goodbye to the boring, traditional 9-5 routine and embrace a dynamic and exciting work environment that puts you in control? This position offers you the flexibility to set your own schedule and complete exciting tasks using an innovative web-based evaluation tool. A Day in the Life of a Media Search Analyst: In this role, you will be doing a comprehensive assessment of diverse task categories, encompassing music, video, and home pod evaluations spanning various media domains. Analyzing and evaluating search outcomes for App Store Content and conducting research using online tools to assess and validate query accuracy and intent by applying market expertise in conjunction with provided directives to evaluate the relevance and purpose of task-related information for your specific market. Join us today and be a key player in our community revolutionizing digital media content! TELUS Digital AI Community Our global AI Community is a vibrant network of 1 million+ contributors from diverse backgrounds who help our customers collect, enhance, train, translate, and localize content to build better AI models. Become part of our growing community and make an impact supporting the machine learning models of some of the world’s largest brands. Qualification Path: No previous professional experience is required to apply for this role; however, working on this project will require you to pass the basic requirements and go through a standard assessment process. This is a part-time long-term project, and your work will be subject to our standard quality assurance checks during the term of this agreement. Basic Requirements: Full Professional Proficiency in the English language. Being a resident in Ireland for the last year consecutively and having familiarity with current and historical business, media, sport, news, social media, and cultural affairs in Ireland. Having up-to-date familiarity with prevailing trends in applications, music & video with a keen interest in internet research. Having an email address associated with an Apple ID and experience and know-how of Apple products. Flexibility to work across a diverse set of task types, including maps, news, audio tasks, and relevance. Daily access to a broadband internet connection, computer, and relevant software. Independent working and the ability to adapt to innovative methodologies and processes with great attention to detail and exceptional communication skills. While a High School degree or higher certification is preferred, we are open to candidates with exceptional skills and talent. Assessment: In order to be hired into the program, you’ll take an open book qualification exam that will determine your suitability for the position. Our team will provide you with guidelines and learning materials before your qualification exam. You will be required to complete the exam in a specific timeframe but at your convenience. Equal Opportunity: All qualified applicants will receive consideration for a contractual relationship without regard to race, color, religion, gender identity, national origin, disability, or protected veteran status. At TELUS Digital AI, we are proud to offer equal opportunities and are committed to creating a diverse and inclusive community. All aspects of selection are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity. #J-18808-Ljbffr
