Associate Principal, CX Application Strategy @WillowTree

[Hiring] Associate Principal, CX Application Strategy @WillowTree

Mar 01, 2025 - WillowTree is hiring a remote Associate Principal, CX Application Strategy. 💸 Salary: $176,000 - $215,000 usd. 📍Location: USA.

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Role Description

This role involves helping drive digital/AI transformation initiatives within our global contact center operations. It is pivotal in shaping and executing digital/AI recommendations and will work in close partnership with CX strategy and AI product teams.

Help clients figure out front-end application & UX features to enable Digital CX strategy, including defining AI tools and how their success will be measured
Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework to assess tech/AI implementation readiness for TELUS Digital contact center clients
Test and refine the tech/AI maturity framework with contact center clients across 2-3 select industries
Identify and prioritize tech/AI opportunities to enhance customer experience, improve operational outcomes, and/or drive customer value
Work with Product teams to deploy tech/AI solutions at prioritized contact center clients
Provide input into CX Product roadmap and consistently feed new product features into CX strategy engagements
Ensure a clear tech/AI architecture vision where prioritized tech/AI solutions can be effectively deployed and integrated
Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date and relevant
Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’

Qualifications

5+ years of experience in management consulting, product, and/or technology strategy
Proficient in tech/AI stack considerations for contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.)
Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in contact center tech/AI

Benefits

Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
Life & Disability Insurance
401K matching
Flexible paid time off & paid company holidays
Parental Leave
Employee Share Purchase Plan
Employee Assistance Program (EAP)
And more!

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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Associate Principal, CX Application Strategy @WillowTree

Product

Salary 💸 $176,000 - $215,000 usd	Remote Location USA
Job Type full-time	Posted Mar 01, 2025

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Associate Principal, CX Application Strategy @WillowTree

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