Business Analyst II - Customer Experience Strategic Planning
TELUS
Vancouver, BC, CA
3d ago

Description

Join the TELUS Customer CE Operations Enablement Office

The Customer Experience (CE) Operations Enablement Office ensures our frontline contact centre agents have the resources and support they need to provide a best-in-class customer experience.

Whether it’s go-to-market readiness, scheduling, training or launching innovative new tools and technologies to reduce effort for the CE team, the CE Operations Enablement Office helps deliver a smooth, seamless experience at all points along the customer journey for our Home Solutions, TELUS Mobility and Koodo customers.

Business Analyst II Role Overview :

  • We are looking for an inquisitive and talented individual to join our highly skilled and dynamic CEOE Strategic Planning team
  • The successful candidate will apply his / her experience in business planning and / or analysis to provide accurate and actionable business insights focused on improving our customers’ service experience and TELUS performance
  • In this role, you will lead supply planning and strategic program support for our wireline services portfolio, with a particular emphasis on managing our service level outlook, and identifying key risks and opportunity areas
  • Here’s how

  • 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
  • Our team is a highly collaborative hub that brings together diverse teams including forecasting and advanced analytics, to finance and external vendors to drive continuous improvement
  • You will have the opportunity to work on high-priority projects, owning the outcome and story of strategic decisions affecting over ten million customers and a nine-figure annual OPEX budget
  • Exposure to and expertise in applying cutting-edge business analytics and planning techniques on a team that supports personal development with progressive training and development
  • We have flexible work styles allowing you to work in and out of the office
  • Qualifications

    You’re the missing piece of the puzzle

  • University or college degree in Business / Commerce / Economics / Statistics and / or 5+ years equivalent combination of experience and education
  • Quantitative skills including familiarity with applied statistics
  • Inquisitive and continuous improvement mindset
  • Proactive and resourceful collaborator with a candid and concise communications style
  • Ability to maintain a positive attitude in the face of competing priorities within tight deadlines
  • Highly organized with demonstrated organizational, analytical, and problem solving skills
  • Previous experience as an analyst in a sales, marketing or customer service environment
  • Previous telecommunications or call center experience and familiarity with Anaplan pluses
  • 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.

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