Senior Product Manager - Digital Experience (SMB)

About TELUS Digital Experience

TELUS is celebrated for its inclusive culture where diverse perspectives drive innovation and create meaningful outcomes for customers. The Digital Experience organization is pivotal in executing a Digital First strategy, by crafting simple, personalized, and connected experiences across the entire digital ecosystem.

The Opportunity: Senior Product Manager - Digital Experience (SMB)

As a Senior Product Manager - Digital Experience (SMB), you will be at the forefront of defining the strategy, roadmap, and evolution of TELUS’ personalization capabilities and the My TELUS authenticated experience for Small & Medium Business (SMB) customers. This critical role involves shaping how SMB customers effortlessly discover, manage, and expand their TELUS services through intelligent, relevant, and consistent digital interactions.

You will manage a portfolio of capabilities encompassing identity, preferences, segmentation, targeting, content personalization, and in-journey decisioning. A key focus will be ensuring personalization is delivered responsibly, measurably, and at scale across all TELUS digital channels. This position demands strong product judgment, deep customer empathy, and sophisticated systems thinking, alongside the ability to effectively influence across marketing, technology, analytics, and privacy teams.

Responsibilities:

• Own personalization strategy and vision: Define a clear product vision and multi-year roadmap for personalization and My TELUS experiences, meticulously aligned with SMB growth and engagement goals.
• Lead My TELUS capability evolution: Drive the strategy and ongoing optimization of authenticated experiences, empowering SMB customers to manage their accounts, services, and interactions with unparalleled ease.
• Enable omnichannel personalization: Collaborate strategically with Marketing, Content, and Technology teams to deliver consistent, relevant, and cohesive experiences across web, app, and assisted channels.
• Translate customer needs into capabilities: Leverage profound customer insights, behavioral data, and qualitative research to inform product decisions that reduce customer effort and significantly increase value.
• Drive measurable outcomes: Establish clear success metrics and robust experimentation frameworks to rigorously assess the impact of personalization on engagement, conversion, retention, and overall satisfaction.
• Balance innovation with trust: Ensure all personalization capabilities are meticulously designed with privacy, consent, accessibility, and regulatory considerations firmly at their core.
• Influence cross-functional delivery: Act as a senior thought partner across Marketing, Digital, Analytics, Technology, Legal, and external partners to ensure seamless, end-to-end experience delivery.
• Continuously improve platform effectiveness: Proactively identify gaps, dependencies, and opportunities to enhance personalization tooling, workflows, and operational models for maximum efficiency.

What You Bring:

• Senior product leadership: Proven, extensive experience owning digital customer experience or platform capabilities, with direct accountability for strategy, roadmap, and tangible outcomes.
• Customer-centric mindset: Demonstrated deep empathy for customer needs and behaviors, coupled with extensive experience translating these insights into scalable, impactful product solutions.
• Data-informed decision making: Strong analytical ability to define precise metrics, adeptly interpret performance data, and skillfully utilize experimentation to guide prioritization and strategic choices.
• Systems thinker: Exceptional ability to connect front-end user experiences with complex backend capabilities such as identity, data, and content management systems.
• Strategic judgment: Comfortable navigating ambiguity, proficient in evaluating complex trade-offs, and capable of making thoughtful, well-reasoned recommendations.
• Influential communicator: Highly skilled at articulating a compelling product vision and effectively aligning diverse stakeholders around shared objectives and outcomes.
• Execution focus: Proven experience successfully delivering complex digital capabilities using Agile methodologies, while expertly managing scope, dependencies, and timelines.

Great-to-Haves:

• Experience with personalization platforms, customer data platforms (CDPs), or decisioning engines.
• Experience with authenticated digital experiences (web or app), including robust account management or self-serve journeys.
• Familiarity with A/B testing, comprehensive experimentation frameworks, and advanced analytics tools.
• Profound understanding of privacy, consent management, and data governance principles in digital products.
• Experience in B2B, B2B2C, telecommunications, or dynamic technology-driven environments.

Key skills/competency

• Product Management
• Personalization Strategy
• Digital Experience
• SMB Customer Focus
• Roadmap Development
• Customer Data Platforms (CDP)
• A/B Testing & Experimentation
• Agile Methodologies
• Stakeholder Management
• Privacy & Data Governance