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Senior Product Manager - Service Design

Reference ID: MAR04441-17

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Full Time
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Sales and Marketing

Are you passionate about creating great experiences for TELUS customers?

Join our team!

The Service Design team is part of the Consumer Products, Services & Content (CPS&C) group.

The team serves as the Centre of Excellence for Service Design and directly supports CPS&C to build and enable capabilities that provide great experiences for customer with TELUS mobility, Optik TV and High-Speed Internet services.

However, the secret is out.

The buzz and energy around the work done by team has caught the attention of business owners from across the company who are keen to learn about and apply Service Design to solve customer challenges.

It's pretty cool to be able to provide Service Design leadership and empower others to solve business problems.

Here's the impact you'll make and what we'll accomplish together!

Service Design is about placing users at the heart of the entire problem solving process.

With this clear focus, you'll engage users that we're designing for as partners in the research and solutioning process.

You'll uncover deep insights from users and learn more than we ever could on our own about core needs and what matters the most.

The payoff is products and services that truly resonate with users and help deliver a great customer experience.

If you're ready to bring cross-functional teams together to deliver true innovation, come join us and be part of a team that's at the forefront of redesigning our customer journeys.

Here's how...
    •By distilling and framing complex business and customer problems into well-defined research and design briefs •By driving customer research initiatives including ethnographic research, personas, competitive analysis and other user research •By translating customer insights into actionable requirements •By leading customer workshops, validation and usability testing of services with actual TELUS customers throughout the design and development process •By strategically designing and managing multiple, concurrent projects across a roster of external design/research vendors to deliver customer insights, design concepts, prototypes and other deliverables •By synthesizing and sharing findings, insights, and case studies that draw out themes, implications, and linkages with working group team members and executive audiences •By collaborating with internal stakeholders across the service continuum, including Product & Services, Marketing, Technology Strategy, Client Experience and beyond •By promoting Service Design through sharing of case studies, best practices and learnings to build awareness and internal capabilities across TELUS


You're the missing piece of the puzzle...

    •Strong collaboration and leadership skills, including leading cross functional teams •Strong relationship building and influencing skills within a matrix organization •An ability to distill complex and/or ambiguous problems into clear, actionable plans •Excellent communication and presentation skills that convey a clear, concise, compelling messages appropriate for the audience •The empathy to see things from the customer's perspective and a focus on how every decision impacts the customer experience •A natural curiosity, eagerness to understand the "Why", and keenness to learn from others •A passion for sharing knowledge and expertise to support the objectives and development of other team members •5 to 7 years of experience in product and service development or design •Project management, process management, and vendor relationship management experience

    •Experience with service design methodologies (i.e. customer journey maps and service blueprints), user-centered design and usability testing •Experience with visual design

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: July 13, 2018
Closes: September 11, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...