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Process Improvement Consultant-BCX Process Management


Burnaby, British Columbia, CA Edmonton, AB, CA Toronto, ON, CA Calgary, AB, CA

Req ID:  28211
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular



Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work? 

Are you a naturally curious person that believes learning is a continuous journey?

Do you prioritize your well-being and want your employer to do the same?

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly. 

A bit about us:

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and serve our communities. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding.


Do you want to be part of a transformational journey and enable strategic decisions that will shape the future of the BCX business?


Process Improvement Consultant- BCX Process Management


Do you consider yourself a champion of change? Are you constantly looking for new and innovative ideas? This might be the career you’re looking for!

Join our team

TELUS Business Customer Experience (BCX) has embarked on a transformational journey to a national approach for the processes across our end-to-end value chain. As part of the Business Strategy & Transformations business unit, the Process Management Team (PMT) is responsible for driving process excellence through data driven insights, business and process improvement that will have a large impact on the BCX long term strategy of simplification and standardization of processes.


We are seeking creative thinking individuals with a passion for process improvement and are always looking for opportunities to enhance our customer and team member experience while driving operational efficiencies. There will be potential career growth opportunities as you perform and deliver across the BCX organization, connecting with different levels of leaders and stakeholders through your initiatives. 


With our primary focus on the Small Medium Business (SMB) market segment, you will drive continuous process improvement for our SMB Customers. Joining our team, you will simplify and standard processes, enabling delivery of our core products, through your new and innovative ideas to create positive changes across the BCX value chain.


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

As a Process Improvement Consultant, you will be responsible for leading change through the identification and quantification of continuous improvement opportunities in order to transform the organizational norm, delivery of business results and drive sustainability. This position will engage business area(s) in analysis and improvement, leading moderately complex, cross-functional process improvement projects and programs.

Your goal will be to work collaboratively with other members of the same team, other teams and leadership across multiple functions to identify and execute process optimization and automation opportunities. Through your initiatives, you will prioritize and define the future mode of operation that will move our processes to a more simple and standard national approach. Your resilience, agility and ability to thrive in an ever-changing dynamic environment will make you a perfect fit in our high performance team.


Here's how

Reporting to Manager of Process Improvement, you will:


  • Process Design and Development: Develop, execute, and evaluate business transformation by understanding current state, assess and identify improvements through analysis and deep dives
  • Lead the development of future state and monitor effectiveness of improvements post implementation
  • Project Management: Manage multiple streams of larger programs or lead complex projects
  • Build and execute on project/process plan using improvement methodologies and tools
  • Manage project schedule, scope, budget and ensure all project/process documentation is complete
  • Facilitation: Build a plan, lead and facilitate meetings and working sessions with cross-functional stakeholders in order to achieve desired outcomes through fair process
  • Change Management: Build change management and communication plan appropriate to clients needs, managing resistance to change with minimal escalation or guidance from the supporting manager
  • Leverage experience to ensure there's an appropriate level of emphasis on change management beyond the basic training and communication
  • Data Collection/Analysis: Leverage advanced LSS tools
  • Gather critical information to identify data points to extrapolate business benefits and outcome
  • Opportunity Management: Identify new opportunities from a wider variety of sources including relationships with other business units on doability and prioritization
  • Make go/no go decisions with minimal guidance from manager or workstream lead using detailed business analysis and developed business cases
  • Mentoring: provide support to peers and other team members across the business on project/process work





You're the missing piece of the puzzle

Knowledge, Skills & Abilities 


  • A strong understanding and experience using various methods including Lean, Six Sigma, Kaizen/Work-out, Process redesign, Fair Process
  • Intermediate knowledge and hands-on experience using project management and change management methodologies, principles and practices
  • Ability to facilitate process improvement workshops, using collaboration tools, with various levels of stakeholder groups
  • Ability to deal with ambiguity for complex problems involving multiple facets and variables to adapt to changing demands and requirements
  • Ability to build relationships with various levels within and outside of the organization including senior leaders/executives through excellent collaborative skills to obtain recommendation buy-in
  • Communication and presentation skills, both written and verbal
  • Able to adjust and adapt social style and communications based on stakeholder needs
  • Ability to use analytical skills to identify and understand trends and translate results into actionable items
  • Intermediate level of strategic thinking and financial skills
  • Ability to manage multiple on-going projects while creating a structured approach to deliver on business outcomes




  • 3-5 years of experience in project management, business analysis, and or process improvement
  • Proven experience in applying Lean, Six Sigma or other process improvement methodologies
  • Consulted on and managed projects through influencing and negotiating
  • Demonstrated proficiency in leading business process improvements delivering significant value to an organization


Education / Training / Certification


  • University Degree or Post Secondary Diploma 
  • Lean Six Sigma Green Belt Certification 




  • Project Management Certification (PMP) - asset
  • Agile Certification - asset
  • Broad knowledge of business telecommunications and organizational management- asset


A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.






We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

Days volunteered in our communities.

Team members that work at home or are mobile.

Million customers that TELUS is serving across Canada.


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.