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Senior Performance Analyst (Strategic Performance)

Vancouver, BC
Full Time
5 days ago

Join our team

This role sits at the center of TELUS' Customer Service Excellence Strategy (CSE) and Enablement (S&E) Team. The Strategic Performance Team provides the strategy, development and reporting for CSE team member's scorecards. We are looking for a dynamic individual to provide integral support to the senior leadership within the CSE team as it relates to bringing analytical scorecard insights to help drive exceptional performance across the organization.

Here's the impact you'll make and what we'll accomplish together

As a Senior Performance Analyst, you have diverse and broad skills, and are flexible in nature, as you will support various initiatives within the overall Strategy & Enablement team, ranging from complex analytics to strategic scorecard design sessions driving service transformation and facilitation.

You have a natural ability to form strong working relationships and manage ambiguity. You are comfortable working with all levels of the organization - including senior executives. You are experienced with challenging the status quo, engaging in constructive debate and dealing with complex issues. Your proficiency with Google Suite, Excel, SQL and PowerPoint, complemented by customized storytelling ability draws admiration.

Here's how
    •Drive value added analysis, reporting and recommendations that enables the senior members of the CSE team to take action
    •Champion process improvements for internal and external processes across the strategic performance team and stakeholder teams
    •Foster trust and build strong relationships to successfully lead through influence across CSE and TELUS teams
    •Work with key stakeholders (VPs, Directors, Managers) to align on key decisions and necessary approvals
    •Develop and implement a comprehensive scorecard strategy based on a consistent framework, guidelines, and aligned with overall CSE strategy
    •Lead or contribute to process and system change-manage requirement definition, business case development, risk assessment, stakeholder presentation, documentation and testing for automation projects


You're the missing piece of the puzzle
    •Demonstrated ability to build relationships at all levels with proven experience guiding and leading cross-functional teams on projects and programs
    •Strong analytical, conceptual and creative skills with the ability to anticipate, interpret and integrate team member concerns, client insights and complex industry issues
    •Expertise in developing and managing engagement sensitive communications tailored to front-line audiences
    •Strong knowledge of TELUS key operational metrics and how they are calculated
    •Solid understanding of the structure in CSE including the roles that the Enablement teams play in support of the Operational teams
    •Expert-level skills in Microsoft (MS) Excel and Google suite with the ability to work with and design complex dashboards and Executive level concise presentations
    •Passionate for working with targeted metrics and understanding and explaining results
    •Able to work in a fast-paced, time sensitive, and deadline oriented environment

    •University degree in Business, Finance, Engineering or other quantitative discipline
    •Knowledge of CE and CSD specific metrics and processes
    •MBA, Agile certifications, PMP or equivalent
    •Experience with visualization tools such as Domo and Tableau, and/or Structured Query Language (SQL)

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. 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.
Management and Executive