Location of role:
Vancouver, Edmonton, Calgary, Toronto, MontrealJoin our team
The TELUS Proactive Assurance team leads initiatives to identify and remediate issues affecting our customers' Internet, Optik TV and Smarthome Security services before they even need to contact us. We're leading the shift to a proactive support model, and transforming the reliability experience for our customers. We're part of a results-oriented, learning-based organization that lets you jump right in and take on some of our most challenging projects that will stretch your skills and help you grow. We partner closely with product development, marketing, technology strategy, and operations teams to implement high-impact reliability improvements.Here's the impact you'll make and what we'll accomplish together
As a Business Consultant for the Proactive Assurance program, you will be responsible for new initiatives that expand the scale and scope of customer problems that we resolve proactively. You will start by designing and launching a Remote Resolution practice that will identify and resolve technical support issues without a technician visit. Being successful in this role will require building strong relationships and awareness of related activities across TELUS. You will be an ambassador for the Proactive Assurance program and share our strategy in a compelling manner. Challenge the status quo and deliver simple and intuitive experiences using your expert knowledge of consumer services and customer support models.Here's how
•Leading and partnering with cross functional TELUS teams to build quality end to end processesQualifications:You're the missing piece of the puzzle
•Approaching each opportunity with a "digital first" mindset and adapting existing enterprise capabilities to our use cases
•Demonstrating strong project management skills from ideation through planning, coordinating, launch readiness/ change management and execution
•Exercising sound judgment, identifying and resolving problems, challenging courses of action, assessing risks and modifying plans as conditions change throughout the project lifecycle
•Conducting presentations with senior leaders regarding assessment findings/recommendations, project status and current issues
•Understanding the economic implications of each opportunity to TELUS including performing the financial analysis associated with the opportunity
•Designing program KPIs that reflect performance and impact
•Taking a coach-like approach with your peers and stakeholders to surface their best ideas and solutions
•Recognized for your excellent communication and interpersonal skills; ability to interact effectively at all levels within the organization, including facilitation, consultation, negotiation and influencing skills to impact decisions Great-to-haves
•Experienced in advanced problem solving and risk management
•Noted for your collaborative interactions with other departments to resolve complex issues with innovative solutions
•Valued for your optimism and confidence in meeting the challenges that face our business
•Regarded for your organizational skills and ability to scope out difficult tasks, set objectives and goals, develop schedules, and prioritize activities that deliver the most value
•Talented at weaving together data points to create a compelling story that resonates with your audience
•Acknowledged as a highly motivated individual with an appetite to learn new skills and take on multiple roles
•Considered an expert in facilitating the people, process and system changes and documentation necessary to inspire and sustain the implementation of change
•With a University Degree in Business, Engineering, Computer Science and/or 7-10 years equivalent combination of experience and education
•Familiarity with data visualization tools like Tableau, Domo and Google Data Studio Who is TELUS?
•Agile, Lean Six Sigma and/or PMP certification
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Management and Executive