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Customer Experience Manager

Job

TELUS Digital

Henderson, NV (In Person)

Full-Time

Posted 2 weeks ago (Updated 2 days ago) • Actively hiring

Expires 7/24/2026

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Job Description

Customer Experience Manager at TELUS Digital Customer Experience Manager at TELUS Digital in Henderson, Nevada Posted in 14 days ago.
Type:
full-time
Job Description:
Last day apply: Wednesday, June 10th, 2026 by 11:59 PM The Customer Experience (CE) Manager is co-responsible with operations for the professional performance of CEAs and Team Members. They support the creation of training curriculum, ensure quality service and training delivery, develop Customer Experience and Quality standards, and manage competency profiles for CE Team Leaders. The role involves implementing career plans for team members to maximize development, client satisfaction, and operational output.
Specific Responsibilities May Include:
Encourage cross-departmental collaboration to support business strategy Ensure timely updates and execution of training and customer experience activities Adopt and drive global standards for training and customer experience Participate in internal and external meetings (WBR, MBR, QBR, YBR, etc.) Manage client relations to align training and customer experience standards Support development of effective analytics for operations team Plan development and engagement activities for LS and CE Teams Coordinate with Workforce for scheduling new hire classes and cross-training Optimize resource allocation CE to support operations Coordinate with recruitment to update profiles Own Training Attrition through action plan creation and execution Drive new hire and recurrent training effectiveness results
Required Experience, Skills & Competencies:
Demonstrable experience in staff leadership position or manager role Availability to work on-site with schedule flexibility Strong leadership & management skills Creativity and innovation Presentation skills Analytical and organizational skills Effective decision-making & problem-solving abilities Results-oriented with ability to report outcomes English proficiency with strong verbal and written communication Intermediate to advanced MS Office skills Experience with coaching methodologies Knowledge of feedback, learning, and development techniques Customer excellence & quality knowledge Previous experience teaching or working in education programs Proven experience in quality assurance
Preferred Experience, Skills & Competencies:
3 years of university studies in Business Administration, Marketing, Education, Psychology, Communications, Industrial Engineering, or related fields Experience leading small to medium groups of team members Experience with external and internal client relationships Familiarity with AI Six Sigma Training Certification