Sr. Program Manager, NPS

About the Role

TELUS Digital is launching a company-wide Net Promoter Score (NPS) program across our Customer Experience, Trust & Safety, and AI Data Solutions accounts. We are looking for a Senior Program Manager to own this program in its entirety; defining the strategy and operating approach, leading the launch, and driving the insight and action agenda that follows.

This is a senior, high-ownership role. You will set the direction for how TELUS Digital listens to its clients at scale: shaping the program's design, strategy and governance, aligning operations, commercial, AI, and data teams behind it, owning executive-level reporting, and converting client feedback into strategies that drive measurable improvement. You will be the recognized owner of the program with significant executive attention, trusted to lead from the front and make the calls that keep it moving.

Key Responsibilities

• Own the NPS program end to end, its strategy, operating approach, and governance across CX, Trust & Safety, and AI accounts, from design and launch through recurring quarterly cycles.

• Define and continuously evolve the program's methodology, survey approach, and roadmap, setting the standard for how TELUS Digital captures and acts on client sentiment at scale.

• Lead and influence cross-functional teams ie operations, commercial, AI, data, and survey platform. Driving alignment and decision-making across senior stakeholders rather than simply coordinating execution.

• Own executive engagement and reporting: shape the narrative for senior leadership, lead launch-window updates, and set the cadence and content of recurring performance reporting.

• Direct the analysis of survey results by identifying the themes that matter, interpret trends, and translate insights into global action plans, holding teams accountable for follow-through and measurable outcomes.

• Act as the senior point of accountability for commercial and operations primes across all in-scope accounts, setting expectations for detractor response, response-rate performance, and client escalation handling.

• Establish and govern the program's operating model, data integrity standards, and documentation, ensuring it is repeatable, auditable, and trusted by leadership.

• Champion automation and AI-enabled workflows, shaping how technology is leveraged to scale the program, accelerate insight generation, and increase its strategic value over time.

• Anticipate risks and remove blockers proactively, making decisions independently to keep a complex program on track.

Qualifications & Experience

• 8+ years of experience in program or project management, with a track record of driving execution across complex, multi-team programs.

• English Level: B1 high or above

• Excellent verbal and written communication, including experience crafting and delivering executive-level narratives, updates, and presentations.

• Proven experience leading programs or large-scale projects end to end, ideally in customer experience, insights, operations, or a related field.

• Demonstrated experience leading and influencing cross-functional teams to drive alignment and decision-making in a complex, multi-stakeholder environment.

• Strong analytical judgment, with the ability to turn survey and feedback data into clear strategic insight and action.

• Track record of managing and earning the confidence of senior and executive stakeholders.

• Familiarity with survey and BI tooling and the broader feedback/CRM ecosystem (e.g., AskNicely, Looker, Salesforce, Google Workspace).

• Able to work core North American business hours.

Core Competencies

We are seeking a Senior Program Manager who can lead independently and manage stakeholder relationships with confidence. The following competencies are essential:

• Structures ambiguity into clear plans; analyzes data and feedback to surface the themes and actions that matter most.

• Communicates clearly and tailors messaging to the audience and anchors it to clear asks and deadlines.

• Anticipates needs, removes blockers, and takes initiative without waiting to be directed; comfortable being the single point of accountability.

• Builds trust across commercial, operations, data, and leadership teams, and coordinates stakeholders toward a shared outcome.

• Senior-Level Thinking, using sound judgment to lead from the front in a team with many junior members; sets direction rather than waiting for it.