Senior Product Marketing Manager, Fuel iX (Customer Experience)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

Fuel iX is TELUS Digital’s generative AI platform, with applications that improve customer experiences, create custom and shareable copilots, and proactively identify and mitigate GenAI risks. The platform seamlessly integrates company infrastructure with an extensive library of LLM models and generative AI applications, providing complete observability and a single control plane. Designed to address a critical gap in the GenAI landscape, Fuel iX enables enterprise-scale management of AI applications, foundation models and data sources within a framework built to deliver safe, responsible and accurate AI-powered experiences.

Location & Flexibility

This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of our offices OR in a Work From Anywhere, US (Remote) capacity.

Travel (up to 20%) to events, clients and TELUS Digital’s offices is required.

The Opportunity

We're looking for a Senior Product Marketing Manager to lead the positioning of our GenAI customer experience (CX) product suite. Ideal candidates will have deep experience in contact center or in-house support operations, a strong B2B SaaS background, and a track record of launching AI-driven CX solutions. You’ll translate complex AI capabilities into clear, compelling messaging for enterprise buyers and enable go-to-market teams to drive pipeline and revenue growth.

Join us in revolutionizing customer experience through the power of responsible AI!

Responsibilities

• Market Intelligence: Conduct in-depth research and analysis of GenAI trends in CX, focusing on contact center innovation, omnichannel support, and AI-driven customer insights. Includes competitive intelligence. 
• Go-to-Market Strategy: Develop and execute product launch strategies that highlight Fuel iX's unique position in the AI-enhanced CX landscape, and ensure sales, marketing, and customer success teams are equipped to win in the market.
• Content Creation and Thought Leadership: Craft persuasive narratives and technical content that showcase our AI solutions' value proposition and positive impact on key CX metrics (e.g., Time to Proficiency, CSAT, NPS, AHT).
• Sales Enablement: Partner with sales and product teams to ensure sales teams have the knowledge and resources needed to effectively sell the product, including market knowledge, messaging, product training and sales tools, such as battle cards, user guides and demos.
• Cross-functional Collaboration: Align with product, sales and marketing teams to drive awareness and adoption of our AI-powered CX offerings.

Qualifications 

• 5+ years of experience in product marketing or similar roles within enterprise B2B SaaS, preferably in CX tech
• Extensive knowledge of contact center operations, CCaaS platforms, and BPO market dynamics
• Demonstrated expertise in positioning AI and machine learning solutions for enterprise clients
• Strong understanding of CX KPIs and ability to articulate AI's impact on operational efficiency and customer satisfaction
• Proven track record in creating compelling content across various formats (white papers, case studies, sales enablement materials)
• Experience in managing multi-channel demand generation campaigns for complex tech solutions
• Exceptional communication skills with the ability to distill complex AI concepts into clear, compelling narratives
• Self-starter with a passion for emerging technologies and their application in enhancing customer experiences