DescriptionAbout the Opportunity:Are you ready to be the architect of operational excellence, translating complex business needs into powerful system enhancements and game-changing automation solutions?
Our BCX Customer Excellence & Field Solutions team is seeking a Business Analyst II to architect and drive critical business initiatives. This high-visibility role combines operational innovation, stakeholder leadership, and project excellence to define the future direction of our transformational programs and process optimization.
Impact You'll Make:As a key business analyst on our Customer Excellence & Field Solutions enablement team, you'll architect and shape strategic initiatives that revolutionize how we support our customers and business operations through transformational project delivery. You'll have direct engagement with key stakeholders across TELUS, expanding your sphere of influence while delivering measurable business transformation through end-to-end project lifecycle management and operational excellence.
Key Responsibilities:Operational Leadership & Innovation- Lead the charge in delivering strategic and transformational projects across Customer Excellence and Field Solutions teams
- Manage the end-to-end project lifecycle, performing business impact analysis and documenting business requirements
- Responsible for process and system changes for corporate and/or business unit initiatives
- Continuously review process activities and identify anomalies or opportunities to gain efficiencies
Project Communication & Governance- Create compelling business case assessments and stakeholder update presentations
- Lead and facilitate meetings and working sessions with cross-functional stakeholders
- Interface with project stakeholders and executive sponsors, applying exceptional leadership skills
- Serve as key point of contact with business users for gathering requirements and analysis
Stakeholder Management & Collaboration- Foster strategic partnerships across multiple business units and technology teams
- Facilitate/liaise at all levels within business and associated stakeholders
- Apply remarkable leadership skills to remove obstacles and resolve conflicts
- Ensure appropriate readiness for frontline team members through collaborative solutions
Process Implementation & Excellence- Implement and execute key business opportunities to drive efficiencies and improve processes
- Lead programs with strong focus on effective organizational change management practices
- Report on post-launch metrics including impact assessment accuracies
- Support transformational initiatives to reduce operational complexity and enhance customer interactions
QualificationsRequired Qualifications:- University degree and/or equivalent combination of experience and education
- 2+ years of project management/business analysis knowledge & experience
- Strong analytical and problem-solving skills with ability to generate multiple solutions
- Strong business analysis skills including quantitative and qualitative analysis
- Exceptional interpersonal skills and flexible style to lead, motivate and influence
- Excellent verbal and written communication skills with strong presentation delivery
- Experience dealing/communicating effectively across different areas of the organization
- Deep understanding of core field services and dispatch processes, including Workforce Management (WFM)
- Ideal candidates will have direct experience with core operational systems, including Salesforce (SFDC) for NBD and CBS, and TechHub
- Proven experience in systems log analysis to investigate and find root-caused system errors
What Sets You Apart:- Energetic self-starter who thrives in fast-paced, sometimes ambiguous environments
- Ability to successfully deliver end-to-end people, technology & operation projects
- Highly developed personal planning and organizational skills
- Ability to react quickly and take advantage of changing business conditions
- Experience developing technical design specifications and use cases
- Expertise in Google Suite and business improvement solutions
- Experience in Call Centre environment, UAT testing and readiness knowledge
- Knowledge in Six Sigma or Agile methodology experience
- Experience in creating dashboards and reports using data visualization tools
- Experience with a variety of operational support systems (e.g., Netcracker, Remedy, ServiceNow, Odyssey, SRM, and MBS)
Salary Range: $70,000-$120,000
Performance Bonus or Sales Incentive Plan: 12%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements
- 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 ...
Job Type: This is for a current vacancy
Advanced knowledge of English is required because you will most of the time interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
