Location:
Burnaby, BC, CA Vancouver, BC, CA Edmonton, AB, CA Montréal, QC, CA Calgary, AB, CA Toronto, ON, CA
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Req ID: 54925
Jobs by Category: Technology Solutions
Job Function: Planning and Analysis
Status: Full Time
Schedule: Regular
Description
About 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
Qualifications
Required 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)
Why TELUS:
Lead high-impact, visible transformation initiatives
Work with diverse stakeholders across the organization
Shape the future of customer excellence
Drive meaningful change in a dynamic environment
Collaborative culture focused on innovation and growth
Our Culture:
At TELUS, we embrace new team members into our culture of excellence and encourage business growth through innovation and strategic thinking. We're committed to fostering an environment where curiosity, compassion, and confidence drive our success.
This role offers a unique opportunity to shape our future while developing your leadership capabilities in a dynamic, fast-paced environment. Join us in transforming how we deliver value to our customers and stakeholders.
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.
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
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.
