Description

 

Our team and what we’ll accomplish together

 

The Vice President, Customer Service Excellence (CSE) Operations is accountable for orchestrating the systems, tools, and programs that enable best-in-class customer and frontline experiences across the Consumer Solutions Delivery organization.

 

This role brings together our Security Operations, Resource Planning and Dispatch,  Escalations and operational enablement functions, and into a unified structure. The CSE Operations leader will ensure TELUS’ Customers First principles are embedded in every process - from data-driven insights to field execution - while enabling the operational backbone that supports our market growth and AI-powered transformation initiatives.

 

This leader will play a pivotal role in shaping how TELUS delivers, measures, and continuously improves customer experience outcomes across our field, security and wider consumer product portfolios.

What you will do

 

Enablement Strategy and Delivery

Lead the development and integration of end-to-end enablement programs supporting field, partner, and digital service teams. Build scalable systems, playbooks, and digital tools that empower operational leaders to deliver consistent, high-quality service experiences. Partner across CSD, CX, and Technology to embed AI, analytics, and automation within customer operations. Partner across business units to identify and drive customer experience improvements informed by direct customer feedbac

 

Customer Experience and Insights

Oversee the Escalations & Customer Advocacy team, ensuring actionable customer insights directly inform operational and strategic decision-making. Champion the voice of the customer, leveraging feedback and data to drive continuous improvement. Establish enterprise-wide governance for measuring customer satisfaction, loyalty, and service recovery.

Operational Integration and Transformation

Unify key enablement functions from across the business, aligning them to deliver a cohesive and customer-centric operating model. Lead transformation initiatives that simplify frontline experience, reduce friction, and accelerate problem resolution. Collaborate with the Falcon program and other transformation teams to align digital capabilities with operational readiness.

Performance and Process Optimization

Define and manage success metrics for enablement and experience operations, ensuring alignment with business outcomes. Drive consistency in processes, documentation, and communications across teams and geographies. Partner with Finance and People & Culture to optimize resource planning and ensure capability development aligns to strategic priorities. What you bring Senior leadership experience in customer experience, operations enablement, or transformation within telecom, technology, or service industries. Demonstrated ability to lead large cross-functional teams through structural and cultural change. Expertise in customer insights, process excellence, and program delivery. Strong background in leveraging data, digital tools, and AI to improve experience outcomes. Proven ability to manage enterprise-wide governance and stakeholder alignment.

Leadership Attributes

Customer-obsessed strategist who grounds decisions in empathy, insights, and measurable outcomes. Transformational change leader with a proven ability to shape culture, modernize operations, and guide teams through complex organizational shifts. Visionary people leader who builds high-performance, high-engagement teams across large, distributed organizations. Enterprise and systems thinker who operates seamlessly at the intersection of technology, people, and process to drive scalable, sustainable outcomes.