Performance Analysis Consultant - Efficiencies, Projects and Intelligence Center

Description

Join our dynamic PACE team within the Customer Service Excellence organization to spearhead the transformation of our dispatching operations nationwide. Your role will focus on developing a unified framework for dispatch operations, transitioning from regional segregation to a cohesive, Canada-wide approach. Through process improvement and automation, you will drive efficiency by optimizing resource planning for routing TELUS PureFibre technology to our diverse customer base.

Customer Solutions Delivery Spotlight:

Working closely with our colleagues across TELUS, the Customer Solutions Delivery & Enablement (CSD&E) team's mission is to create a connected world where our customers live and thrive. We are accountable for installing, maintaining and supporting TV, Internet, Home Phone and SmartHome Security services while driving future growth for TELUS leveraging our PureFibre, Wireless and Copper Based Networks. We are dedicated to ensuring that we always put our customers first. As the face of TELUS in our communities and trusted advisors in the home, our technicians provide unparalleled experiences and personalized recommendations to help our customers receive the full benefits of our ever-evolving suite of products and services. With team members and partners across Canada, the CSD&E team is working in our communities to ensure a full portfolio of communication and entertainment services for the benefit of our business and customers.

What You'll Do:

• Drive actionable insights from key metrics and business performance indicators
• Provide strategic inputs for the broader PACE team's strategic path
• Lead people and process changes to enhance operational performance and efficiency
• Develop and present key insights from data analytics
• Create dashboards, forecasts, reports, and insights to influence business decisions
• Build and inspire a culture of "everyday innovation" within the team
• Collaborate with various stakeholders to understand strategic direction
• Oversee performance analysis and reporting, driving strategic initiatives and operational excellence
• Champion process improvement opportunities
• Foster trust and build strong relationships to lead cross-functional teams
• Articulate strategic priorities and progress through executive-level presentations
• Monitor industry and customer trends to identify new opportunities

Qualifications

What You Bring:

• Strong storyteller, communicator, and collaborator
• Conceptual and analytical skills to interpret large data volumes
• Google Cloud Platform experience, particularly BigQuery
• Expert-level Microsoft Excel/Google Sheets skills
• Ability to manage and lead multiple large projects simultaneously
• Strategic mindset with a focus on the big picture
• Proactive, open-minded, and action-oriented approach
• Continuous improvement mindset with a focus on efficiency
• Strong decision-making abilities with the flexibility to pivot when needed

Must-Haves:

• 7+ years of experience in large-scale program/change management or business process improvement
• Post-secondary degree in Business or a related field
• Experience in service development, customer experience, and operations
• Strong problem-solving, strategic, and analytical capabilities
• Understanding of project lifecycle from ideation to execution
• Excellent communication skills for various audiences
• 5+ years of consulting, business strategy, and/or product management experience
• Strong business acumen and understanding of key financial performance measures
• Passion for storytelling and synthesizing complex business dynamics
• Proven analytical abilities: business modeling, forecasting, and market assessment
• Proficiency with Microsoft Office and Google Suite

Great-to-Haves:

• Telecommunications industry or Field Operations experience
• Post-secondary degree in business management and/or communications
• Experience with visualization tools like Tableau or Looker
• Familiarity with programming languages (SQL, R, Python, Java, SASS)
• Awareness of Artificial Intelligence, Machine Learning, and Robotic Process Automation tools and techniques
• Experience with GitHub and Pulumi/Infrastructure as Code
• Strong SQL skills and relational database experience
• Experience in market insights, accounting, or a related role

Join us and together, let's make the future friendly. Apply now to become a pivotal force in our team's success and drive profitable growth for TELUS.