Telus Product Manager (Toronto) in ON, Canada

Position Overview:

Are you passionate about creating great experiences for TELUS customers? Do you love to collaborate with equally passionate team members to solve tough customer and business problems?

As a product manager on the Service Design team, you will collaborating with team members in Consumer Products & Services and will be responsible for delivering innovative, consistently great customer experiences for our TELUS mobility, Optik TV and high-speed Internet services – as part of TELUS’ Customers First commitment.

With a passion for design thinking, you will be focused on identifying customer pain points within our key customer journeys and delivering initiatives to remedy them. Relying on extensive user research techniques, you will gain insights on our customers and develop or validate concepts for existing, new, or emerging customer needs.

You will work closely with stakeholders to enhance core customer experiences or define new service opportunities. On some projects, you will be working side-by-side with designers from global and/or Canadian design & research firms; on others, you will roll up your sleeves and get hands-on by facilitating customer research, prototyping and customer validation.

You will create and use customer journey maps and service blueprints to help visualize great service experiences across every touchpoint – both digital and non-digital – and rally internal teams around a shared service vision.

To be successful, you will be as comfortable collaborating hands-on with fellow team members, by building relationships and influencing stakeholders indirectly. You’ll be conducting extensive co-design with our customers and TELUS team members.

Simply put, as part of the Products and Services team at TELUS, your job is to bring cross-functional teams together to deliver great experiences for our customers. All you have to do is bring your passion, great attitude and grit.


  • Distill and frame complex business and customer problems into well-defined research and design briefs

  • Lead customer validation and usability testing of services with actual TELUS customers throughout the design and development process

  • Drive customer research initiatives including ethnographic research, personas, competitive analysis and other user research – translating customer insights into actionable requirements

  • Synthesize findings, insights, and case studies to draw out themes, implications, and linkages

  • Present and share these to team members across TELUS ranging from working level team members to executive audiences

  • Strategically design and manage multiple simultaneous projects across a roster of external design/research vendors to deliver customer insights, design concepts, prototypes and other deliverables

  • Collaborate closely with internal stakeholders across the service continuum, including Product & Services, Marketing, Technology Strategy, Client Experience and beyond

  • Evangelize service design throughout TELUS by sharing case studies, learnings, best practices to continue to build awareness and internal capabilities

  • Challenge the status quo by experimenting with new approaches, tools and techniques to better understand our customers; to prototype and validate concepts; and design/deliver service experiences

What you bring to the table:

  • 5-7 years of experience in product and service development

  • Attention to user experience, with experience in user-centred design and usability testing

  • Experience in hands-on user experience design is a definite asset

  • Extensive understanding of service design, including experience with customer journey maps and service blueprints

  • Strong relationship building skills in a corporate environment, with the ability to influence stakeholders across a matrix organization

  • Excellent analytical and problem solving skills, with the ability to distill complex and/or ambiguous problems into clear, actionable plans

  • Strong leadership, project and process management skills, and the ability to lead cross functional teams

  • Excellent communication and presentation skills with the ability to craft clear, concise, compelling messages appropriate for the audience

  • Strong vendor management skills, with experience in managing multiple simultaneous projects across a roster of external design/research vendors

  • A passion for sharing your knowledge & expertise with team members and eagerness to learn from others

  • Customer empathy and an ability to see things from the customer’s perspective, with focus on how every decision impacts the customer experience

  • A natural curiosity, with an eagerness to understand ‘Why?”

  • Highly adaptable, comfortable with fast-paced, changing, potentially ambiguous environments

What We Give Back to You:

  • Opportunities to excel and show your stuff

  • Flexible work styles with the ability to work in and out of the office

  • Work in an organization that actively supports your personal development with leading edge training and development tools

  • An environment that lets you be your best every day

  • Work in an organization that actively supports you giving back to the community you live in

  • Competitive pay

  • A place that embraces our core values: spirited teamwork, courage to innovate, embrace change and initiate opportunity and a passion for growth

Come join the team and help us invent the future!

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.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living theTELUS valuesand delivering on ourCustomers First commitments.

Do you share our passion?

At TELUS,youcreate future friendly® possibilities.

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

Title: Product Manager (Toronto)

Location: CAN-ON-Toronto

Requisition ID: ROL02591-16