Business Analyst

Job title:

Business Analyst

Company

Telus

Job description

Join our team and what we’ll accomplish togetherPeace of mind matters to our customers, so it matters to us. By using our premier networks, technology and services, we are making homes and businesses safer and more convenient for our customers with creative products and service offerings. TELUS’ Customer Experience Evolution team brings the power of smart technology to life for our customers. As we grow, we will continually strive to improve – and we are seeking a forward-thinking team player with a passion for continuous improvement and delivering success on strategic, cross functional programs.About the Customer Experience Evolution (CEE) Team:We are an engaged and high-performing team dedicated to driving exceptional growth for our Home Solutions customers through offering the best customer and team member experience in Canada. Our focus areas include:

• Customer First: We enable digital, self-serve, and personal interactions that exceed our customers’ expectations.
• Value Creation: We drive value into the business by empowering our field teams and unifying our customer base on a single platform.
• Performance Excellence: We foster an environment that drives performance excellence through innovation.
• Call Reduction: We aim to reduce call volume through innovative programs designed to automate processes and provide self-serve options.
• Winning Culture: We develop a winning culture to elevate team engagement, fostering an inclusive and collaborative team environment.

Here’s The Impact You’ll Make and What We’ll Accomplish TogetherThis is a career-shaping opportunity that will truly develop you into a business athlete by working in and across our end-to-end Home Solutions business. We operate in an ambitious start-up environment and collaborate with teams across multiple functions including Marketing, Product & Service Development, Contact Centers, Field Technicians, Finance and Information Technology. Together with members of these teams, you will lead key project streams and data-driven deliverables. This journey will set you apart, as you will play a critical role in building and growing our core businesses at TELUS.What You’ll DoAs a Business Analyst II on the Customer Experience Evolution team, you will play a crucial role within our Project Management Office (PMO). You will ensure that our newly acquired SmartHome Security, Internet, TV and Phone customers experience seamless integration and post-integration processes from start to finish. This is an exceptional opportunity to join a fast-paced, high-performing, and entrepreneurial team at TELUS.Here’s HowAs part of the Customer Experience Evolution team, you will be instrumental in supporting the strategy and execution of large-scale projects aimed at streamlining operations and elevating the experience of our recently acquired customers. Join our team and drive transformation within our business through initiatives such as integrating service support models and migrating customer billing accounts, all with the ultimate goal of creating a superior customer experience.Your Key Responsibilities Include:

• Data Analysis: Analyzing data to extract insights, identify trends, and provide actionable recommendations for strategic decision-making.
• Collaboration: Supporting transformational programs through a structured and collaborative approach.
• Project Management: Enabling project execution to meet timelines and business objectives, proactively identifying and resolving any issues or roadblocks.
• Stakeholder Management: Fostering strong relationships with stakeholders at all levels, ensuring effective communication and strategic alignment across the organization.
• Communication: Preparing supporting materials such as presentations, process mapping or data to enable strategic discussions and recommendations.
• Reporting: Preparing Key Performance Indicator (KPI) reporting to measure program performance.

QualificationsWhat you bring

• Adaptability: Ability to adapt to a fast-paced, high performance culture.
• Communication Excellence: Excellent storytelling and written communication skills.
• Problem Solving Skills: Proven problem-solving, strategic, and analytical capabilities.
• Growth Mindset: Passion for developing your skill sets.
• Technical Proficiency: Proficiency in Google Sheets and Google Slides (or Microsoft equivalents).
• Education: A post-secondary degree in a relevant field (e.g., business, technology).

Great-to-Haves

• Project Management Experience: 1-2 years of experience managing cross-functional projects that enhance operations or improve customer experience.
• Data Skills: Proficiency in data querying (e.g., SQL) or data visualization tools (e.g., Tableau).
• Industry Knowledge: Experience in the security or broadband network, particularly as it relates to product and technology knowledge.

Salary Range: $62,000-$94,000Performance Bonus or Sales Incentive Plan: 10%Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.OperationsWe’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.We are honoured to be recognized1.4M
Days volunteered in our communities.70%
Team members that work at home or are mobile.15.2
Million customers that TELUS is serving across Canada.AccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Expected salary

$62000 – 94000 per year

Location

Calgary, AB – Edmonton, AB

Job date

Thu, 12 Sep 2024 23:34:24 GMT

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