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Senior Business Analyst - Partner Strategy & Governance

Job Description


Solve complex business challenges to drive awesome experiences for our customers, frontline team members, and stakeholders.

Join our team

We are looking for a passionate and talented individual to join a highly skilled, dynamic team responsible for the strategic planning, governance, and performance analytics of the Customer Experience organization. The successful candidate will apply their skills in financial and strategic planning and problem solving to drive outcomes on the Partner Strategy & Governance team within Resource Strategy & Analytics (RS&A).


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


You are a trusted thought partner within RS&A, to global vendor partners like TELUS International, and across stakeholders in the Customer Service Excellence organization - adding value to a broad range of projects and initiatives. On any given day, your influence spans vendor FTE planning/delivery, financial management, and managed services (i.e. frontline scheduling, exception coding, time admin, and vacation bid) for both wireless and wireline businesses. No two days are alike and that energizes you. With your passion, abilities, and partnerships, you help drive both TELUS' customer and frontline agent experiences forward.

Here's how
  • Bring a consultative approach to solve a broad range of often-ambiguous business challenges across the portfolio
  • Bring an entrepreneurial approach to identifying and capturing new opportunities in the complex interlocks with vendor partners and internal stakeholders
  • Work with technical teams and SMEs to streamline and automate manual processes (e.g. RPA, chatbot, Excel, etc.)
  • Progress the governance vision through the evolution of vendor-related data analytics, insights, and reporting 


Specialist Experience

You're the missing piece of the puzzle

  • Outstanding blend of analytical/quantitative and strategic prowess with the robust ability to identify opportunities, provide actionable recommendations, and problem solve within a dynamic business environment
  • Self-starting business-ownership mentality, eagerness to “roll up your sleeves”, step outside your sandbox when required, and operate nimbly to drive execution
  • Positive and thoughtful attitude with a strong bias for action and a keen eye for process improvement
  • Passion for cultivating strong partnerships and collaboration, rallying together behind innovations and business opportunities; ability to confidently & tactfully influence without hierarchical authority
  • Excellent storytelling and written/verbal communication skills-including presenting to senior audiences and bridging technical/non-technical team members
  • Previous experience in strategy, planning, and/or finance roles
  • MBA, HBA, and/or CPA would be considered an asset
  • Strong Telecommunications and/or call center knowledge




Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

Job Summary

  • Canada
  • Telecoms
Job Type
  • Full-time
  • Negotiable
28 May 2019
Applications Deadline
20 July 2019

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