Senior Program Manager – Net Promoter Score (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.

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 including operations, commercial, AI, data, and survey platform, driving alignment and decision‑making across senior stakeholders.
• 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 key themes, interpreting trends, and translating 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.

Required profile

• 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.

Required skills

• AskNicely
• Looker
• Salesforce
• Google Workspace