Description
About TELUS Digital
At TELUS Digital, we are transforming how millions of Canadians engage with technology. Our mission is to build intuitive digital experiences, streamline operations, and empower our teams through innovation, data-driven decision making, and customer-first thinking. We are a collaborative, forward-thinking organization where curious minds, problem solvers, and builders come together to shape the future of digital enablement at TELUS.
About the role
Are you interested in discovering new insights, trends and opportunities to accelerate TELUS Digital into a Sales Premier Solutions Organization (PSO)? If so, then join the Performance and Planning team. This is a high-exposure role with our leadership team and perfect for a passionate person who is curious, analytical, and motivated to make a positive change.
Here’s the impact you’ll make and what we’ll accomplish together
Over the past 5+ years, we have embarked on a journey to move our call center from a cost center to a revenue generating centre, all the while continuing to deliver Industry winning customer first experiences. As we look to continue to accelerate our successes, you will work with enablement and operational leaders to design and implement repeatable and consistent performance processes and frameworks across all teams. This includes developing strategic PSO updates, liaising with key stakeholders to project manage PSO roadmap and stitching together disparate data to identify areas of opportunity to steward change management plans to increase adherence and improve profitability.
Key Responsibilities:
• Support Project Management of key PSO pillars, including performance planning, leading and overseeing tasks to help resolve roadblocks, keep teams on track and ensure timely completion
• Lead storytelling and updates to team members, with the ability to breakdown complex thoughts and ideas to performance improvements into an easy-to understand, succinct story
• Support change management efforts to ensure leaders adopt PSO frameworks and embrace data driven decision making to drive performance improvements across their teams
• Liaise with key TELUS stakeholders, Global Enablement and Operational leaders to drive adoption and adherence on PSO programs
• Conduct and deliver advanced analytics to unleash areas of opportunity that will enable us to drive better revenue accretive outcomes for TELUS Digital while delivering exceptional customer experiences. This includes the ability to connect dots between our day to day qualitative and quantitative performance
• Steer and assist bottoms up forecasting and planning for risk assessment and gap mitigation
• Support and consult with COE’s, operations and enablement teams on how to leverage data and reporting to better understand their team’s performance.
Qualifications:
• Strong understanding of the Canadian Wireless and Wireline Market
• Strong analytical skills with the ability ask insightful questions
• Strong understanding how to leverage qualitative and quantitative data sources
• Strong storytelling and ability to help internal partners on where to focus to drive efficiencies
• Proficient knowledge of how to analyze and kludge large data sets
• Superior organization skills with the ability to prioritize competing projects with care
• Recognized as a strong collaborative team player
• Thrive in a fast-paced, ambiguous environment with a ‘can do’ attitude
Great-to-haves:
• 5+ years in a strategy, planning or analytical role
• Proficient in Excel
• Graduate Certificate or Degree
TELUS Digital – Equity, Diversity & Inclusion
TELUS Digital is committed to fostering an inclusive, equitable, and accessible environment where every team member feels valued, respected, and empowered. We welcome applicants from all backgrounds and identities and believe that diverse perspectives drive innovation. We encourage individuals of all abilities, gender identities, ethnicities, and experiences to apply and join us in building a culture where everyone can thrive.
