Job Description

Description

Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?

Are you a naturally curious person that believes learning is a continuous journey?

Do you prioritize your well-being and want your employer to do the same?

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let's make the future friendly.

A bit about us:

We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and serve our communities. 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.

Do you want to be part of a transformational journey and enable strategic decisions that will shape the future of the BCX business?

Join our team

TELUS Business Customer Experience (BCX) team has embarked on a transformational journey to standardize and drive a national approach to our systems/tools and processes used by our business. As part of the Business Strategy & Transformations (BST) business unit, the BCX Systems Process Management team (PMT) will drive the strategic direction needed by the business that will have a large impact on the BCX long term strategy.

We are seeking forward thinking individuals with a passion for process, continuous improvement and delivering success to join our BCX PMT.

Here's the impact you'll make and what we'll accomplish together

As a member of the Process Management team, you will be utilizing your analytical skills to support decision-making as we drive transformational change, collaborate with our business stakeholders to understand the business challenges with processes, guide the business on new ways of doing things as well as provide planning, governance and guidance on important initiatives working with key stakeholders and other team members.

You will use your expertise and experience to provide input into the creation of business cases and support with decisions on the prioritization of opportunities as the team builds process-driven roadmap to transform our customer experience across the business.

You have the ability to present compelling stories at multiple levels of leadership through many different sources, such as data analytics and process gap analysis.

Your resilience, agility and ability to thrive in an ever-changing dynamic environment will make you a perfect fit in our high performance team.

Here's how

• Facilitate, influence and negotiate critical business decisions in large process development programs
• Collaborate and partner with business units across the value chain such as Marketing, Product and Operations teams to obtain alignment on business case development and process improvement recommendations
• Support communication of transformational information to the team through multiple channels (verbal, written and presentation skills)
• You are responsible for Stakeholder engagement, project updates, communicating on cost/benefit analysis, risk assessment and mitigation
• Consult the business on complex solutions to drive Operational efficiency
• Lead cross-functional teams to resolve challenges, improve process and execute on competitive strategy to deliver differentiated customer solutions and in exemplary customer experience

Qualifications

You're the missing piece of the puzzle

• Leadership/Work Management

• Prior experience leading or with significant involvement in either delivery or defining the strategy for large transformational programs
• The ability to work independently with minimal supervision
• The ability to work effectively in demanding environments while handling multiple tasks, prioritizing activities and meeting deadlines
• Known for your collaborative and approachable style, even in the most stressful and dynamic of environments
• You have strong interpersonal skills with the ability to foster good working relationships at multiple organizational levels
• You have a high standard of performance, creative and self-sufficient with ability to work successfully under pressure
• Decision Making/Consulting

• Valued for your 7+ years of experience in a consulting, corporate strategy or research firm setting
• You're able to use data to improve the experience for the end-user and meet the goals of the business
• You are a capable and willing learner who proactively researches solutions to business challenges to provide informed decisions
• You take ownership of multiple process-focused project or large complex programs where important decision-making is involved
• Process Improvement/Analysis

• You will use your strong desire to better understand what the business needs and then connect the dots to align on what changes are needed from a capability and process perspective to address the needs of the business
• Demonstrate very strong knowledge of business analytics and process methodology
• Advanced analytical, critical thinking and problem solving skills with a sharp eye for quality and detail
• You have a sense of urgency and ability to drive issues to solutions without being discouraged of setbacks
• Communications

• Skilled in using a range of tools to collect, organize, interpret and summarize data, identifying trends and patterns to inform strategy
• Proven ability to quickly grasp complex, multi-dimensional concepts and succinctly distill them into clear and meaningful communications for any audience
• You are a skilled communicator: You have an interest to listen and understand our customers' needs, whilst interpreting stakeholder feedback to implement business processes and identify business issues and/or objectives to design solutions that empower them
• Advanced skills in using different tools such as Microsoft (MS) PowerPoint or Google Slides, MS Excel or Google Sheets, Process Mapping, Asana

Great-to-haves

• Undergraduate degree in Business and/or related discipline
• Background in telecommunications or consulting an asset
• The understanding required to quickly learn new technology and applications
• Experience with Business Analysis, Process Management or Performance Analysis
• Operations experience (Asset)

A bit about us

We're a people-first, 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. When you join our team, you're helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

Operations

We'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 recognized

1.4M
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.

Accessibility

TELUS 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.