Job Description

Description
Our team and what we'll accomplish together...
Join our Digital Growth - Customer Lifecycle & Retention team as a Sr. Data Analyst and become the strategic mastermind behind our digital customer experience! In this pivotal role, you'll unlock the secrets hidden in customer data, using advanced segmentation analysis and predictive modeling to revolutionize how we understand and engage our digital customers.
You'll be at the forefront of transforming raw behavioral data into game-changing strategies that enhance customer journeys, boost digital adoption, drive meaningful engagement, and maximize growth opportunities while reducing churn. We're looking for a data detective and strategic innovator who thrives on discovering breakthrough insights and turning them into powerful customer lifecycle optimization strategies that make a real impact on our business success
What You'll Accomplish
Digital Customer Segmentation & Lifecycle Intelligence

• Develop expertise in digital customer behavior patterns and analyze diverse data sources to identify meaningful customer segments and behavioral patterns that indicate customer health, satisfaction, and digital adoption propensity.
• Proactively identify, and integrate disparate, customer data sources across different touchpoints and platforms to piece together a comprehensive view of our customers
• Build sophisticated segmentation models and cohort analysis frameworks based on digital behavior and lifecycle progression to predict customer trajectories and identify high-value opportunities across all digital touchpoints.
• Create comprehensive customer health scoring systems and predictive models to forecast churn risk, cross-sell/upsell propensity, and lifecycle progression while enabling proactive intervention strategies.

Insight Generation & Strategic Recommendations

• Transform complex analytical findings into clear, compelling business insights and analyze customer demographics, purchasing behaviors, channel preferences, and engagement trends to identify high-impact digital touchpoints and growth opportunities across web, mobile, self-service, and omnichannel interactions.
• Partner with business stakeholders, Digital Product, UX, and Digital Marketing teams to identify problems that can be solved through data-driven approaches and uncover digital journey friction points and optimization opportunities.
• Design and implement data-driven approaches, developing test hypotheses to accelerate digital adoption strategies and deepen customer engagement across our digital ecosystem.

Performance Measurement & Optimization

• Build and maintain executive-level dashboards that track customer health metrics, segmentation performance and lifecycle progression
• Develop attribution models to measure the effectiveness of digital engagement and retention initiatives
• Monitor digital cohort performance to identify optimization opportunities and recommend strategic pivots
• Create comprehensive reporting frameworks that enable data-driven decision making across the organization

Cross-Functional Partnership & Enablement

• Collaborate with Digital Sales, Product and Marketing teams to implement data-driven digital customer strategies
• Present findings and strategic recommendations to senior leadership with compelling storytelling
• Support the development of unified digital customer views and customer lifetime value (CLV) and lifecycle modeling
• Enable teams across the organization to leverage customer insights for tactical and strategic initiatives

Qualifications
What you bring:

• Bachelor's degree in analytical field with 3-5 years of customer analytics experience driving business outcomes through insights.
• Advanced proficiency in SQL, web analytics tools (Adobe Analytics or Google Analytics), and data visualization platforms (Tableau or Looker Studio).
• Experience with statistical analysis, business intelligence tools, segmentation techniques, cohort analysis, and predictive modeling with proven ability to investigate complex datasets independently.
• Strong business acumen to translate analytical findings into actionable journey optimization strategies and recommendations.
• Excellent presentation and storytelling skills for communicating complex analysis to executive stakeholders.
• Self-motivated, proactive problem-solver with collaborative mindset and cross-functional team experience.

Nice to haves

• Experience in telecommunications, e-commerce, or large-scale consumer businesses with complex customer ecosystems and strong understanding of digital customer lifecycle concepts, journey mapping, and omnichannel digital experiences.
• Advanced knowledge of customer analytics methodologies including segmentation analysis, predictive modeling, propensity scoring, health scoring systems, and customer lifetime value models with familiarity in machine learning techniques.
• Experience with A/B testing frameworks, experimental design, voice of customer (VoC) programs, digital experience analytics, and developing retention strategies.
• Proficiency in programming languages (Python or R), customer data platforms (CDP), marketing automation tools, session replay tools, heatmap analysis, and omnichannel analytics platforms.

Salary Range: $74,000-$110,000
Performance Bonus or Sales Incentive Plan: 12%
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 us
We'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.
Digital
Diverse teams lead the way to innovation. Leveraging different perspectives, experiences and ways of thinking allows us to deliver better insights, decisions, and solutions. Embracing our individuality, and leveraging diversity of thought is an important part of the amazing culture we have built at TELUS Digital.
We are honoured to be recognized
Team TELUS at a glance
1.4M
Days volunteered in our communities
$1.3
Billion contributed to charitable and community organizations since 2000
15.2
Million customer connections
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.

Skills Required