What YOU Will Do:
As part of our growth, we are looking for a Senior Business Analyst to join our Project Management Office (PMO) team for TELUS Business Solutions (TBS). Reporting to the Manager of PMO for New Products & Services Introduction (NPSI), you will be responsible for leading service development and launch readiness for new products and services for business solutions.
As a key member of this dynamic new team, you will lead service process design and quality assurance across a prioritized project of significant size and scope that focuses on developing value chain strategies to deliver an amazing customer experience.
You will collaborate across the business to deliver current and next generation solutions that help to differentiate TELUS from our competition across all business segments. In this role, you will work in partnership with cross-functional stakeholders to identify and create processes to order, fulfill, install and assure new products and services while overseeing a superior customer experience.Qualifications:Your ideal profile includes:
•Operations: Professional Designation & Experience:
•Strong knowledge of operational applications, business products, and services
•Ability to ensure that business impacts are accurately captured and agreed upon by operations within TBS
•Operational planning and readiness for service offer including requirements definition, business case development, risk assessment/mitigation, stakeholder update presentations, user interfaces/processes, documentation, testing, communication on basic and/or individual components of projects, post launch stability, and on-going evolution/transformation
•Operational efficiency and excellence: Drive new business implementation and execution, lead process improvement initiatives, reduce unnecessary customer contacts, and enable agents to increase productivity and quality of customer interactions
•Business Case Development:
•Enable a consistent approach to the development of authentic business cases through proper assumptions, use of data, and research
•Service Development knowledge:
•Processes and/or operational readiness in call centers, marketing, sales or fields, a good understanding of project gating process
•Expert knowledge in call center applications, systems, and processes used by the operational teams experience in a call center and/or service fulfillment role
•Knowledge of Agile, Lean Six Sigma (LSS) and/or Project Life Cycle methodologies
•Problem Solving skills:
•Analytical, problem identification and problem solving skills, advanced ability to perform an appropriate level of assessment to recommend solutions, and can make good decisions based on analysis, experience, and judgment
•Utilize advanced conceptual and critical thinking skills for business planning and/or problem analysis and resolution
•Change Management skills
•University degree and/or equivalent combination of experience and education
•Information Technology Infrastructure Library (ITIL), Agile, and/or LSS certification, and business analysis courses
•Experience dealing/communicating effectively with leaders across different levels within the organization Who is TELUS?
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.