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Business Consultant, Customer Experience Office

Location: 

Toronto, ON, CA, M5J 2V5

Req ID:  50245
Jobs by Category:  Technology Solutions
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

About the Team: Join a highly collaborative and dynamic team at the forefront of improving the customer experience. Our mission is to transform Voice of the Customer (VOC) data and CCTS complaints into actionable insights that drive operational excellence across our Wireless and Wireline teams. We are a small, tight-knit group that thrives on helping each other and tackling high-visibility projects that make a real difference.

 

The Challenge & The Opportunity: We are looking for a strategic thinker and data expert to help us go beyond reporting and move toward proactive problem-solving. Your core challenge will be to dig into complex customer data, uncover the "so what," and develop action plans that improve customer satisfaction. This role has high visibility and will require you to regularly prepare and present findings to Directors, VPs, and SVPs.

 

What You'll Do:

 

  • Analyze customer data to identify root causes of customer issues
  • Craft compelling, data-driven presentations that highlight key findings and recommended action plans for senior leadership
  • Collaborate closely with BCX operations teams to implement solutions, track improvements, and instill an ownership culture
  • Develop and maintain robust data tools, trackers, and public dashboards to enable self-serve data access for stakeholders
  • Proactively seek out opportunities for improvement and champion new ideas and technologies, including AI tools

 

 

Qualifications

 

What We're Looking For:

 

  • A "data whiz" with exceptional analytical and problem-solving skills
  • Expert-level proficiency in Microsoft Excel or Google Sheets
  • A track record of crafting visually appealing and highly relevant presentations
  • A collaborative spirit who excels at working with and influencing teams across different departments
  • An individual who is resilient, adaptable, and thrives in a fast-paced, high-volume environment
  • A self-starter who is driven to set a high bar for themselves and their team
  • Experience in Wireless and/or Wireline operations is a significant asset
  • Familiarity with business intelligence tools (e.g., Tableau, Power BI) 
  • A track record of successfully implementing the use of AI into workflows is highly desirable

 

 
Salary Range:  $87,000-$131,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, 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. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

Accessibility

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.

Apply now »