UX Researcher - Digital Product Strategy & Transformation

📍 Job Overview

Job Title: UX Researcher - Digital Product Strategy & Transformation

Company: TELUS

Location: Toronto, Ontario, Canada

Job Type: Full-time

Category: Digital Product, User Experience (UX) Research

Date Posted: September 17, 2025

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Remote OK (with potential for hybrid in Toronto)

🚀 Role Summary

• Spearhead user research initiatives within TELUS's Digital Product Strategy & Transformation team, focusing on enhancing telus.com and the My TELUS web and app experiences.

• Employ a blend of qualitative and quantitative research methodologies to uncover deep user insights, informing product strategy and driving data-driven decision-making.

• Translate complex user behaviors and motivations into compelling narratives and actionable recommendations for executive stakeholders.

• Actively contribute to the evolution of UX research practices, fostering a culture of continuous learning and collaboration within the UX Research team.

📝 Enhancement Note: While the core function is UX Research, the "Digital Product Strategy & Transformation" aspect indicates a strategic, high-impact role influencing product roadmaps and business decisions. The emphasis on "guiding executive decision-making" suggests a need for strong business acumen and storytelling abilities alongside research expertise.

📈 Primary Responsibilities

• Design and execute foundational and evaluative research studies using a diverse range of qualitative (e.g., usability testing, interviews, focus groups, guerilla research) and quantitative (e.g., surveys, analytics analysis) methods.

• Conduct problem validation and solution validation research to identify user needs and test proposed product features and improvements.

• Synthesize research findings into high-quality, compelling deliverables such as reports, presentations, and video summaries that clearly articulate insights and recommendations.

• Proactively engage with stakeholders across product, design, engineering, and marketing teams to understand their objectives, challenges, and to socialize research insights effectively.

• Prioritize research efforts based on business impact, product strategy alignment, and team goals within an agile, fast-paced environment.

• Contribute to the UX Research team's operational excellence by refining existing research processes, documentation, and best practices.

• Mentor and guide other team members on research methodologies and best practices, ensuring rigor and consistency in research execution.

• Champion user-centricity across the organization by advocating for actionable insights and user needs in product development discussions.

📝 Enhancement Note: The responsibilities highlight a need for end-to-end research ownership, from planning and execution to synthesis and advocacy. The emphasis on "guiding executive decision-making" and "socializing actionable insights" implies a requirement for strong presentation and communication skills, capable of influencing strategic direction.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Information Science, or a related field is typically preferred for UX Researcher roles, providing a strong theoretical foundation.

Experience: 5+ years of relevant work experience as a User Researcher, with a proven track record of integrating user research findings into product design and strategy. Experience within a large, customer-focused organization or telecommunications sector would be advantageous.

Required Skills:

• Expertise in designing and conducting a variety of qualitative research methods, including usability testing, in-depth interviews, contextual inquiries, diary studies, and ethnographic research.

• Proficiency in quantitative research methods such as surveys, A/B testing, and analyzing user behavior data (e.g., web analytics, NPS data).

• Strong understanding of the strengths and appropriate applications of various research methodologies across different product development phases.

• Exceptional analytical and problem-solving skills, with the ability to synthesize complex data sets into clear, actionable insights.

• Proven ability to craft compelling narratives and present research findings effectively to diverse audiences, including executive leadership.

• Demonstrated experience working collaboratively with cross-functional teams (product managers, designers, engineers) in an agile development environment.

• Excellent written and verbal communication skills, with a talent for public speaking and knowledge sharing.

Preferred Skills:

• Experience with remote research methodologies and tools.

• Familiarity with user research repositories and knowledge management systems.

• Knowledge of accessibility standards and inclusive design principles.

• Experience in the telecommunications or digital services industry.

• Proficiency in statistical analysis software or data visualization tools.

📝 Enhancement Note: The requirement for 5+ years of experience and the emphasis on influencing executive decisions suggest this is not an entry-level or junior role. Candidates should be prepared to demonstrate strategic thinking and a deep understanding of how research impacts business outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing end-to-end user research projects, highlighting your process from research design to insight delivery.

• Include case studies that clearly articulate the research problem, your methodology, key findings, and the impact of your research on product decisions and user experience improvements.

• Showcase your ability to integrate both qualitative and quantitative data to provide a holistic understanding of user behavior and needs.

• Provide examples of how you have translated research findings into actionable design recommendations and strategic product insights.

Process Documentation:

• Showcase your ability to document research plans, methodologies, and findings in a structured and accessible manner.

• Provide examples of how you have synthesized complex research data into clear, concise, and compelling presentations or reports tailored for different audiences.

• Illustrate your approach to managing research projects, prioritizing tasks, and collaborating with cross-functional teams to ensure research is integrated effectively into the product lifecycle.

📝 Enhancement Note: A robust portfolio is critical for this role. Candidates should prepare to present detailed case studies that not only show research execution but also demonstrate strategic thinking, problem-solving, and the tangible impact of their work on product development and business goals.

💵 Compensation & Benefits

Salary Range: For a UX Researcher with 5-10 years of experience in Toronto, Ontario, the estimated salary range is typically between CAD $90,000 to CAD $130,000 annually. This range can vary based on the candidate's specific experience, skills, and the precise scope of responsibilities within TELUS.

Benefits:

• Comprehensive health and dental benefits package.

• Retirement savings plans (e.g., RRSP matching).

• Employee discounts on TELUS products and services.

• Opportunities for professional development, training, and conference attendance.

• Flexible work arrangements, including remote work options.

• Paid time off, including vacation, personal days, and holidays.

• Potential for performance-based bonuses or incentives.

Working Hours: The standard working hours are typically 40 hours per week, usually aligning with standard business hours in the Toronto time zone (EST/EDT). However, the mention of "Remote-First" and "set your own schedule" suggests a degree of flexibility may be available, allowing for some autonomy in managing work hours to meet project demands.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for UX Researchers with mid-to-senior level experience in the Toronto metropolitan area, considering the company's size and industry. TELUS is a major telecommunications provider, generally offering competitive compensation and benefits packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications and technology services. TELUS is a leading provider of communication and information technology services, known for its focus on customer experience, innovation, and community involvement.

Company Size: TELUS is a large enterprise, employing tens of thousands of individuals globally, which means opportunities for collaboration across diverse teams and access to extensive resources.

Founded: TELUS was founded in 1990, with a history rooted in providing telecommunications services to Canadians. Its evolution into a digital-first company reflects a commitment to adapting to technological advancements and customer needs.

Team Structure:

• The UX Research team is part of the larger Digital Product Strategy & Transformation organization within TELUS.

• Researchers likely report to a UX Research Lead or a Director of Digital Product.

Methodology:

• The team embraces agile and lean methodologies, emphasizing iterative development and continuous feedback loops.

• Data-driven decision-making is a core principle, with research findings used to validate hypotheses, inform product roadmaps, and measure success.

• Emphasis on user-centric design principles and a deep understanding of customer needs and behaviors.

Company Website: https://www.telus.com/

📝 Enhancement Note: As a large, established company, TELUS likely has well-defined processes and a structured approach to product development, but also offers opportunities for influence and innovation within its digital transformation initiatives. The "customer-driven" and "product-minded" description suggests a culture that values user feedback and strategic product thinking.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, requiring significant independent contribution and the ability to influence product strategy. It demands a researcher who can manage complex projects, mentor junior team members, and act as a subject matter expert in user research.

Reporting Structure: The UX Researcher will likely report to a UX Research Manager or Lead, within the Digital Product Strategy & Transformation division. They will work closely with product teams, reporting on research findings and recommendations to product managers, designers, and potentially higher-level leadership.

Operations Impact: The UX Researcher's work directly impacts the usability, desirability, and effectiveness of TELUS's digital products. By championing user needs and providing data-backed insights, they influence product roadmaps, feature prioritization, and overall customer satisfaction, thereby contributing to revenue growth and brand loyalty.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or product areas (e.g., e-commerce, mobile apps, customer self-service).

• Leadership: Progress to a Senior UX Researcher role, leading larger or more complex research projects, mentoring junior researchers, and contributing to research strategy.

• Management: Potential advancement into a UX Research Manager or Lead position, overseeing a team of researchers and setting research direction for product portfolios.

• Cross-functional Roles: Transition into product management, UX design strategy, or data analysis roles leveraging research expertise.

• Learning & Development: Access to internal training programs, external conferences, and workshops to stay current with UX research best practices and emerging technologies.

📝 Enhancement Note: The emphasis on guiding executive decision-making and contributing to product strategy suggests a clear path for growth into more senior or leadership roles within the UX research discipline or broader product organizations at TELUS.

🌐 Work Environment

Office Type: While the listing mentions "Remote-First" and flexibility, TELUS has a significant physical presence. The role may involve occasional in-person meetings or collaboration sessions at TELUS offices in Toronto, depending on team needs and company policy. The environment is likely a modern, tech-focused corporate setting.

Office Location(s): While remote work is emphasized, TELUS has major offices in Toronto, including locations in the downtown core. Candidates should be aware that occasional office presence might be required for specific team events or strategic meetings.

Workspace Context:

• The work environment is expected to be collaborative, dynamic, and fast-paced, aligning with agile development principles.

• Access to standard UX research tools, collaboration platforms (like Slack, Teams), and project management software will be provided.

• Opportunities for regular interaction with a diverse team of UX professionals, product managers, and engineers, fostering knowledge sharing and cross-pollination of ideas.

Work Schedule: The role is typically full-time (40 hours/week). The "Remote-First" and "set your own schedule" elements suggest flexibility in daily working hours, allowing researchers to structure their day around research activities, analysis, and team collaboration, while ensuring core availability for meetings and stakeholder engagement.

📝 Enhancement Note: The "Remote-First" designation is a key benefit, offering significant flexibility. However, candidates should clarify any expectations regarding occasional in-office presence for specific team events or critical meetings during the interview process.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, often followed by a brief phone screen to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager to explore experience, research philosophy, and understanding of the role's strategic impact.

• Portfolio Review & Presentation: Candidates will typically be asked to present a selection of their work from their portfolio, showcasing their research process, key insights, and the impact of their work. This often includes a case study presentation.

• Team/Stakeholder Interviews: Interviews with other UX researchers, designers, product managers, or key stakeholders to assess collaboration skills, communication style, and ability to integrate into the team.

• Potential Research Exercise: Some roles may include a take-home assignment or a live research challenge to evaluate practical skills and problem-solving approaches.

• Final Interview: May involve a final conversation with a senior leader to confirm fit and address any remaining questions.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 strong case studies that best represent your skills and experience relevant to the job description.

• Tell a Story: Structure each case study as a narrative – define the problem, outline your research approach, detail your methods, present key findings, and clearly articulate the impact of your work on product decisions and user outcomes.

• Quantify Impact: Where possible, include metrics or data points that demonstrate the success of your research (e.g., improved conversion rates, reduced task completion times, increased customer satisfaction scores).

• Showcase Your Process: Clearly explain your thought process, how you chose your methods, and how you navigated challenges.

• Tailor to TELUS: If possible, subtly tailor your presentation to reflect an understanding of TELUS's customer base and digital products.

• Prepare for Q&A: Be ready to answer detailed questions about your methodology, challenges faced, and how you collaborated with others.

Challenge Preparation:

• If a research exercise is given, thoroughly understand the prompt and time constraints. Focus on a clear, logical approach to the problem.

• Practice articulating your research process and findings concisely and persuasively.

• Prepare to discuss how you would handle ambiguity and prioritize tasks in a fast-paced environment, drawing on examples from your experience.

📝 Enhancement Note: The portfolio presentation is a critical component. Candidates should treat it as a strategic opportunity to demonstrate not just research skills, but also their ability to influence and communicate effectively, aligning with the role's emphasis on guiding executive decision-making.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for remote usability testing, surveys, and participant recruitment (e.g., UserTesting.com, Lookback, Maze, SurveyMonkey, Qualtrics).

• Collaboration Suites: Microsoft 365 (Teams, SharePoint, OneDrive) or Google Workspace for communication, document sharing, and project management.

• Prototyping/Design Tools (for review): Familiarity with tools like Figma, Sketch, or Adobe XD to understand design artifacts and provide feedback.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics, Adobe Analytics, or similar platforms to analyze user behavior data.

• Data Visualization: Tools such as Tableau, Power BI, or Looker for creating dashboards and visualizing data trends.

• Business Intelligence Tools: Proficiency in extracting and analyzing data from various sources to support research findings.

CRM & Automation:

• While not directly managed by UX Researchers, an understanding of CRM systems (like Salesforce) and marketing automation platforms can provide context on customer journeys and data integration.

• Familiarity with A/B testing platforms for experimental design and analysis.

📝 Enhancement Note: While specific tool requirements are not detailed, a strong candidate will be proficient in common UX research platforms and comfortable leveraging analytics data to enrich their qualitative findings. Familiarity with enterprise-level collaboration tools is also expected.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and advocating for the customer in all aspects of product development.

• Data-Driven: Utilizing data and research to inform decisions, validate assumptions, and measure impact.

• Collaboration: Working effectively with cross-functional teams to achieve shared goals.

• Innovation & Curiosity: A drive to explore new ideas, experiment with methodologies, and continuously learn.

• Agility & Adaptability: Embracing change, responding quickly to new information, and thriving in a dynamic environment.

• Impact & Accountability: Taking ownership of research outcomes and ensuring insights lead to meaningful improvements.

Collaboration Style:

• The team fosters a collaborative environment where researchers work closely with designers, product managers, and engineers.

• Expect regular feedback sessions, cross-functional workshops, and shared ownership of product success.

• Emphasis on open communication, knowledge sharing, and mutual respect among team members.

📝 Enhancement Note: TELUS emphasizes values that align with modern tech companies, focusing on customer experience, data, and collaborative innovation. Candidates should be ready to discuss how they embody these values in their daily work and research practices.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Qualitative & Quantitative Data: Effectively integrating diverse data sources to create a comprehensive understanding of user behavior.

• Influencing Stakeholders: Communicating research insights in a compelling way to drive adoption and action, especially with senior leadership.

• Prioritization in a Fast-Paced Environment: Managing multiple research projects simultaneously with competing deadlines and stakeholder needs.

• Navigating Ambiguity: Adapting research plans and approaches as project requirements evolve or new information emerges.

• Scaling Research: Developing efficient processes that can support the needs of a large organization and its diverse digital products.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to learn and apply cutting-edge research techniques and tools.

• Cross-functional Exposure: Gaining deeper insights into product management, design strategy, and engineering processes.

• Mentorship: Potential to be mentored by senior researchers or leaders in the field, and to mentor junior team members.

• Industry Engagement: Participation in industry conferences, webinars, and professional development courses to stay abreast of UX research trends.

• Strategic Influence: Developing skills in strategic thinking and influencing business outcomes through research.

📝 Enhancement Note: The role presents an opportunity to tackle complex research challenges within a large organization, offering significant potential for professional growth and development in a strategic capacity.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to conduct research with limited resources or tight deadlines. How did you adapt your methodology?" (Focus on guerilla research, prioritization, and resourcefulness).

• "How do you balance the need for deep, foundational research with the need for timely, evaluative research in an agile environment?" (Discuss iterative research, quick feedback loops, and stakeholder communication).

• "Walk me through a research project where your findings significantly influenced product strategy or design decisions. What was the outcome?" (Prepare a detailed case study emphasizing impact and your role).

• "How do you ensure your research findings are actionable and effectively communicated to diverse stakeholders, including executives?" (Discuss storytelling, data visualization, and tailoring communication).

Company & Culture Questions:

• "What interests you about TELUS and this specific role in Digital Product Strategy & Transformation?" (Research TELUS's recent initiatives, values, and digital presence).

• "How do you see user research contributing to TELUS's overall business objectives?" (Connect research impact to customer satisfaction, revenue, and brand loyalty).

• "Describe your experience working in an agile environment. How do you collaborate with product managers and designers?" (Highlight teamwork, communication, and integration into product development cycles).

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: Introduction (project context, goals), Methodology (why you chose specific methods), Findings (key insights, supported by data/quotes), Recommendations (actionable insights), Impact (quantifiable results, design changes).

• Visuals: Use clear, concise visuals (charts, personas, key quotes, redacted screenshots) to support your narrative. Avoid dense text.

• Conciseness: Practice delivering your presentation within a set time limit (often 20-30 minutes, leaving ample time for Q&A).

• Engagement: Speak clearly, maintain eye contact (even virtually), and be prepared to elaborate on any aspect of your work. Show enthusiasm for your research and its impact.

• Focus on "So What?": For every finding, explain its implication and what action should be taken.

📝 Enhancement Note: Candidates should prepare to showcase not just their research skills but also their strategic thinking, ability to influence, and understanding of how research drives business value within a large organization like TELUS.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the TELUS Careers portal via the provided link.

• Portfolio Preparation: Curate a portfolio that highlights 2-3 of your most impactful UX research projects. Ensure each case study clearly outlines the problem, your research methodology, key findings, and the resulting impact on product strategy or user experience. Quantify success where possible.

• Resume Optimization: Tailor your resume to emphasize your 5+ years of relevant experience, specific research methodologies used, stakeholder engagement successes, and contributions to product strategy. Use keywords from the job description naturally.

• Interview Practice: Prepare to articulate your research process, present your portfolio effectively, and answer behavioral questions related to problem-solving, collaboration, and adaptability in an agile setting. Practice delivering concise and compelling narratives.

• Company Research: Gain a thorough understanding of TELUS's digital products, customer base, and recent initiatives. Familiarize yourself with their stated values regarding customer-centricity, innovation, and community impact to better align your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.