Senior Business Analyst - Reliability Strategy

TELUS Communications - Vancouver, BC (4 months ago)

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Join our team

The Customer Service Excellence (CSE) Reliability Strategy team is a primary contributor to reliability initiatives across TELUS. The scope of our work includes strategic and tactical projects designed to improve job quality, provide analytical insight into factors impacting reliability, and ensure excellence in the introduction of new products, services and processes.

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

As a Senior Business Analyst on the Reliability Strategy team you will employ data analytics to shape strategic solutions that improve reliability across the organization. As part of this effort you will have the opportunity to collaborate with team members from different areas and gain hands-on experience managing and participating in projects. In doing so you will improve frontline team member experience, reduce customer effort and the cost to serve our customers.
We work in a highly collaborative environment which ensures you have strong support from senior team members. You will have the opportunity to learn and grow your technical skills, business acumen and leadership potential.

Here's how
Utilize your analysis skills to understand root cause, size potential benefits and measure impacts and benefits
Translate data into findings and convey as a clear compelling story
Identify business requirements and contribute to or lead process- and system-focused projects from concept to delivery
Lead change management and communication activities
Influence cross-functional stakeholders and gain buy-in

You’re the missing piece of the puzzle
Outstanding demonstrated analytical skills including competency using Excel, Tableau or Domo
Strong strategic, financial and business acumen
Comfort using various tools to generate data queries and merge data from multiple sources
Experience completing root cause analysis and forming recommendations
Outstanding analytical and quantitative skills with strong story telling ability
Driven with a passion for solving complex business problems
Enjoy working in a high-performing, fast-paced and sometimes ambiguous environment
Adaptable, flexible and able to prioritize work as required
Ability to lead, collaborate with, and influence cross functional teams
Excellent communication skills and ability to organize information logically and succinctly
Bachelor’s or Master’s Degree in Business, Computer Science, Engineering or equivalent education and/or experience
Experience with executive level presentations and storytelling
Knowledge of call centre and/or field applications, systems, processes, and metrics
Experience working in high-performing teams
Familiarity with data visualisation tools
Project management experience