Vice President, Customer Service Excellence

Vice President, Customer Service Excellence (CSE) Operations Location: Vancouver, BC, CA; Calgary, AB, CA; Toronto, ON, CA; Montréal, QC, CA; Edmonton, AB, CA Jobs by Category: Operations Job Function: Customer Service Status: Full Time Schedule: Regular 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 feedback. 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. Salary Range: Performance Bonus or Sales Incentive Plan: Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as: Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family Flexibility to work in‑office, virtually or a combination of both Generous company matched pension and share purchase programs Opportunity to give back to communities in which we work, live and serve Career growth and learning & development opportunities to develop your skills And much more … Job Type: This is for a current vacancy A bit about us We’re a people‑focused, customer‑first, purpose‑driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. You’ll find our engaging, high‑performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly. Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks. Operations We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected. We are honoured to be recognized 1.4M Days volunteered in our communities. 70% Team members that work at home or are mobile. 15.2 Million customers that TELUS is serving across Canada. Accessibility TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. #J-18808-Ljbffr