Business Analyst II

  • Company:
    Telus
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    22 hours ago
  • Category:
    Business / Mgmt

Improve customer and business outcomes by supporting key customer service journeys Join our team The Simplification program is a high profile, collaborative effort to optimize our Service Strategy on key customer service experiences. We bring cross-functional teams together to improve outcomes for customers and make more purposeful decisions about our service channels. Embedded in the Customer Experience Simplification team, and with the support of Customer Service Excellence’s Strategy & Enablement portfolio, our program drives results on key corporate scorecard metrics, aiming to improve Self-Serve Adoption and reduce Transactions per Customer. Here’s the impact you’ll make and what we’ll accomplish together As a Business Analyst II, you will be the glue in keeping the delivery and execution of our key customer service journeys on track. Your project management skills will be put to use in helping our cross-functional team deliver tangible enhancements in how we evolve customer service at TELUS. You will be partnering with various Experience Owners from across the business and technical enablement teams to clearly document and showcase the progress of our Program. Your efforts will enable us to better engage our senior leader stakeholders, advancing our work and driving our results. Here’s how Own the Simplification Program project and activity status reporting on a monthly, quarterly and adhoc basis, including regular updates to internal tracking tools Create and manage program status update presentations and other methods to socialize program progress Coordinate regular touchpoints with key stakeholders to support program governance while keeping pace on delivery Identify, address and report on project risk and process improvement opportunities Evolve our existing set of collaboration tools to drive best-in-class project management and program socialization at TELUS Drive collaboration with a highly cross-functional team in delivering work in a lean, agile way that builds trust, ownership and accountability You’re the missing piece of the puzzle Self-starter, proactive, takes initiative and ownership of work Strong organizational skills with a keen eye for documentation Strong written, design and oral communication skills, including creating presentation materials Skilled at bringing order to chaos and establishing new best practices across a team Experience with project management and the ability to manage multiple projects, prioritize tasks and meet aggressive deadlines Understanding of business process and continuous improvement Ability to build relationships and influence others within cross-functional teams Customer-focused approach to problem/issue resolution Great-to-haves Experience with collaboration tools such as Google Suites, DOMO, Tableau and Monday.com Understanding of various software project management methodologies such as Waterfall, Scrum, Agile, Lean and Kanban Experience in business casing and value management 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.