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Strategy Manager-TELUS Health

Vancouver, BC
Full Time
4 days ago

Join our team

Do you thrive in a fast-paced, team centric environment? Are you a detailed-oriented individual who loves solving problems using by leveraging creative solutions? If you want to be in a space where your knowledge and experience are used to make collaborative decisions to improve health outcomes for Canadians, then read on, as this is the job for you!

Who we are

The TELUS Health & Payment Solutions Customer Experience team supports a wide variety of customers which have grown through organic growth and acquisitions. Using telephony, chat, Chabot, email and a myriad of other technologies our high performing front line teams support vast customer base, including Pharmacists and their technicians, Physicians and their clinic staff, Insurers, Allied Health Care Providers, Banks and their clients and many more. In all CE supports 45+ services and over 100,000+ end customers. We are passionate about putting our Customer First!

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

This is an exciting opportunity to leverage your experience and skillet within an innovative and collaborative environment. Your work will be crucial to the success of the Customer Experience within TELUS Health!

Here's how

As part of the team, you'll be responsible for:
    •Collaborating to design and implement the development of our long-term support strategies •Build trusted relationships with our internal and external stakeholders •Assess impacts and trends, proposing feasible solutions that will result in more efficient and effective support for our customers •Lead planning initiatives that translate business strategy into action by working with cross-functional colleagues to inform and influence their decision making •Customer experience is what sets TELUS apart; you'll work with industry-leading professionals in their field on solving problems that are critical to our success •Analyze data and apply business knowledge to derive insights and recommendation •Support Business unit operational leaders to plan and align on strategic direction for team •Support with mapping and integration of broader team communication strategies - targeted to frontline customer experience team members and external stakeholders'/partner teams •Support in planning and execution of annual/bi-annual strategy sessions for operations leaders to include communication, content design and execution •Support to broader team change management planning and execution


You're the missing piece of the puzzle with
    •Proactive Time Management & Prioritization: You thrive on your ability to manage multiple high-volume projects simultaneously while staying very organized •A demonstrated bias for action and execution will set you apart •You are a change agent; you are always looking for way to improve processes or outcomes to better our internal or external customer experience and are naturally compelled to challenge the norm, seek a deeper insight, and understand key business drivers •Growth Mindset: You are recognized for your curiosity and growth mindset and you proactively coach others to enable them to grow their own business acumen •Self-starter: You have the ability to self-motivate, prioritize, and independently execute assigned work/projects •Decision maker/Problem solver: You have experience assessing impacts and trends of potential customer pain points and propose feasible solutions and you have excellent analytical/business modelling skills and enjoy taking on complex challenges •Creative thinker: You have a knack for delivering creative solutions to drive outstanding customer experience results •Highly collaborative: You have a persuasive presentation style, with polished communication skills who is capable of listening and interpreting stakeholder feedback to understand business processes and identify business issues/objectives •Results oriented: You are passionate about delivering results to drive an outstanding customer experience •Data Management Skills: You naturally look for patterns and analyze results, using the data effectively to make meaningful improvements •Relationship builder: You excel at developing excellent working relationships at all levels to build consensus •Relationship b Strong communication (verbal and written) to support message delivery in both written and in person formats

Required Knowledge
    •Strong understanding of TELUS CE contact center environment and operational measurements •Proven experience with business analytics •Lean six sigma and/or experience with process improvement methodologies •Intermediate proficiency with MS Office (Excel, PowerPoint, Word, Outlook) and Google •Possess solid financial acumen

    •Healthcare experience (Asset) •Post-secondary diploma/certification or equivalent years of work experience in progressive positions

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.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Health Care