Process Improvement Specialist

Description

Join our team 

The Mobility Process & Performance Excellence team is looking for an analytical, innovative process minded team member to evolve the end-to-end customer processes and achieve the next level of business performance and customer experience. 

As a Process Improvement Specialist you will enable optimal customer experience outcomes as an integral part of CE, ensuring the most important customer experiences and process pain points are prioritized and have a plan to be addressed in a coordinated way. This position will engage business area(s) in analysis and improvement, leading cross-functional process improvement projects and programs. 

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

We are looking for a team member who is passionate about process and is always looking for opportunities to enhance our customer and team member experience while championing operational efficiencies. You will develop strategic business partnerships with multiple operational teams by demonstrating a thorough knowledge of our business, our delivery capabilities and leveraging key resources to solve business challenges. 

If you are an analytical thinker and change champion who enjoys working with cross-functional delivery teams, Directors and operations leaders at a strategic level this could be the next step in your TELUS journey! 

Here's how

• Accountability for the design and performance of customer processes
• Drive a culture of continuous improvement into the process improvement framework
• Use business analytics and intelligence to provide insight to create and drive change that improves the customer experiences
• Identify new opportunities from a wide variety of sources including relationships in the business
• Manage more complex streams of larger programs. Build and execute on project/process plans using improvement methodologies and tools
• Plan and facilitate process design and improvement workshops
• Coach, develop and enable team members to leverage continuous improvement methodologies like Lean Six Sigma, Own.it and Fair Process

Qualifications

You're the missing piece of the puzzle

• Experience applying Lean, Six Sigma or other process improvement methodologies
• Strong end-to-end operational knowledge of service delivery and customer care processes 
• Telecommunications/call centre knowledge
• Ability to influence the organization to gain support and overcome resistance with data and persuasion
• Advanced ability to collaborate with partners and stakeholders to achieve goals and drive results 
• Intermediate knowledge of and experience using project management methodologies, principals and practices. Hands on experience leading business process improvement projects
• Intermediate knowledge of and hands-on experience using change management methodologies, principals and practices
• Ability to deal with more complex problems, using analytical skills to identify and understand trends and translate results into actionable items
• Ability to build relationships with various levels within the organization including senior leaders (Directors/VPs)
• Highly effective communication and presentation skills, both written and verbal. Able to adjust and adapt social style & communications based on audience (e.g., pace, flow, focus of a presentation 

Great-to-haves

• University degree and/or 5-7 years equivalent combination of experience and education
• Certified or considered an expert in at least one Process Improvement Methodology i.e.Own.it, Lean Six Sigma LSS Green Belt, Process Redesign (External/Non-TELUS certifications subject to evaluation)