TELUS
Conversation Systems.
Team lead work at the intersection of conversational UX, stakeholder alignment, and process-driven quality at scale.
Note: NDA-safe. Examples are representative and intentionally anonymized.
01 / Operating Model
TEAM_LEAD_BULGARIAMy Role
Conversational designer + delivery lead: I own quality, alignment, and throughput for my track, and I represent outcomes to stakeholders.
Global Team
I collaborate across distributed realities and time zones (e.g., Philippines, Guatemala, India, Ireland) with consistent standards and calibration.
Quality Bar
Template review, rubric alignment, and evidence-driven decisions—so “good” is measurable and repeatable.
02 / Responsibilities (Interactive)
PILLARSPillar: Stakeholders
Client Communication & Presentations
Click to expand: what it looks like + outcome
What It Looks Like
- Presenting progress, risks, and decisions in client-friendly narratives.
- Translating complex model/UX constraints into actionable next steps.
- Keeping stakeholders aligned on scope, quality bar, and timelines.
Outcome
Faster decisions, fewer misalignments, and clearer ownership across parties.
Pillar: Stakeholders
Cross-functional Collaboration (Engineering)
Click to expand: what it looks like + outcome
What It Looks Like
- Working with engineers to validate feasibility and reduce rework.
- Reporting issues with clear reproduction context and proposed resolution paths.
- Tracking changes that could introduce regressions in flows or templates.
Outcome
More shippable work: fewer back-and-forth cycles and clearer implementation targets.
03 / Process Improvements (Examples)
OPSTemplate Review Loop
Review → calibration → revision → re-test, so tone and intent coverage improve without drift.
Stakeholder Pack
Clear updates with risks/decisions and “what engineering needs next” to reduce latency in approvals.
Quality Rubrics
Shared definitions for pass/fail, edge cases, and severity to keep multi-site results consistent.