This position is responsible for supporting key high priority strategic programs, critical business planning and strategy development within Customer Experience. The Customer Experience Strategy & Development team is responsible for supporting our FFH and Mobility call centres in providing a best in class customer experience while focusing on productivity improvements. We are seeking a highly motivated self-starter to join the team.
As the successful candidate, you have a wide range of skills and are flexible in nature as you will support various initiatives within the Business Strategy Development team, ranging from consulting projects to strategic sessions driving service transformation and facilitation. You have an ongoing desire to be part of a high paced and exciting team focused on long term planning and business governance & planning. You have a natural ability to form strong working relationships and transform the complicated into simple. You are comfortable working with all levels of the organization - including senior executives. You are comfortable challenging the status quo and engaging in constructive debate. Your proficiency with PowerPoint complemented by customized storytelling ability draws admiration. You are an advocate of the customer.Responsibilities:
•Lead and develop the process journey for the next customer service transformationQualifications:Required Knowledge:
•Provide consulting support to analyse, assess and develop innovative ideas for customer experience team members
•Develop workshops to drive to specific outcomes
•Coordinate, plan and facilitate meetings at senior leadership level (VP and higher)
•Support various ad hoc requests and business case development from leadership team and key stakeholders
•Creation of self-guided presentation modules for leadership sessions
•Clearly articulate concepts and storylines through various mediums, especially PowerPoint
•Take ownership and delivery of results on special projects identified by the leadership team
•Exceptional proficiency with PowerPoint Required Skills & Abilities:
•High proficiency with Excel
•Broad telecommunications industry knowledge and experience
•Knowledge of customer service strategy across multiple industries is an asset
•Familiarity with call center operations an asset
•Knowledge of strategic planning methodologies and strategy frameworks is an asset
•Comfortable working directly with VP, SVP level and higher Required Professional Designation/Certification:
•Strong executive level storytelling and presentation skills
•Excellent verbal and written communication skills
•Strong interpersonal skills and ability to build strong working relationships
•Excellent organizational skills and ability to handle multiple initiatives and prioritize effectively
•Strong ability to demonstrate structured thinking and application to solve problems
•Analytical mindset and strong critical thinking skills
•Enjoy constant change of activities and comfortable with ambiguity
•Ability to work cross functionally and with all levels of the organization
•Strong process, design, analysis and change management skills
•Exceptional attention to detail
•University degree in Business, Finance, Engineering or other quantitative discipline Required Experience:
•MBA is an asset
•Experience working in fast paced continually changing environments Who is TELUS?
•7+ years in a strategy, planning or analytical role
•Diversity of past experiences is considered an asset
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.
The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living the TELUS values
and delivering on our Customers First commitments
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.