Business Consultant
Vancouver, BC, CA
4d ago

Join our team

Do you have a desire to improve things for our customers? Nobody is perfect, but learning from our mistakes and striving for continuous improvement is a key part of TELUS’ Customers First commitment.

The Learning From Every Escalation (LFEE) program is part of TELUS’ Customer First strategy focused on making TELUS the easiest technology company to do business with.

Working in partnership with Customer Experience, Customer Solutions Delivery, Marketing, Digital & Channel and leadership teams, you will help identify customer experience improvement opportunities leveraging analysis from various escalation data sets.

You will work with internal stakeholders to identify opportunities, create and refine requirements and establish priorities, as well as work with our internal team to generate insights and recommendations to drive escalation reduction initiatives across the business.

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

As the LFEE program lead, you will be responsible for supporting the overall LFEE program strategy, escalation reporting and analysis, and escalation reduction initiatives.

Reporting to the Manager of the Customer Escalation Intelligence team, the LFEE program manager will leverage strong project management and analytical skills to drive escalation awareness and reduction based on the key objectives of the LFEE program.

In addition, you will demonstrate the ability to interact and collaborate with multiple stakeholder groups including : Customer Experience, Customer Solutions Delivery, Marketing, Digital & Channel and effectively manage LFEE initiatives from the initial assessment phase to launch.

  • Support a team of 7 business analysts responsible for escalation reporting, analysis and root cause investigation
  • Manage and prioritize LFEE initiatives in collaboration with strategic escalation stakeholder teams
  • Support the continuous evolution of the LFEE program with focus on leveraging improved analysis / reporting processes and escalation data management
  • Track all escalation reduction initiatives across multiple escalation channels through to implementation ensuring they are launched on time and without any issues
  • Integrate new and evolving customer data technologies into current escalation reporting and analysis processes
  • Qualifications

    You're the missing piece of the puzzle

  • Strong data analysis skills and knowledge of collaboration tools such as Tableau, Google Studio and Domo
  • Knowledge of TELUS' existing products, services, and features as well as the telecommunications industry
  • Strong project management skills accompanied by good understanding of TELUS systems and processes
  • Ability to effectively communicate program objectives and priorities in easily accessible format to business audience
  • Proactive, takes initiative and ownership of understanding escalation drivers across multiple channels as well as initiating required program enhancements through to resolution
  • Financial analysis, root cause investigation and development of solutions / action plans to take advantage of escalation reduction opportunities
  • Customer-focused approach to problem / issue resolution
  • Excellent written and oral communication skills, including presenting and communicating to executive stakeholders
  • Well organized with strong administrative skills
  • Time management and organizational skills; ability to manage multiple projects, prioritize tasks, and meet aggressive deadlines
  • Undergraduate degree in business or related disciplines
  • 5+ years of program management experience focused on improving customer experience
  • 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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