Sr. Performance Analyst, Customer Lifecycle & Retention, Digital Growth & GTM Team

Description

Our team and what we’ll accomplish together…

Are you passionate about unlocking the secrets behind customer behavior? Do you thrive on turning data into game-changing strategies?  We want to transform how millions of customers interact with TELUS by diving deep into their digital journey.

You'll be the mastermind behind understanding what makes our customers tick, click, and stick around. Through focusing on understanding what motivates customers to engage with digital channels and identifying barriers to digital adoption, you will develop insights and targeted engagement strategies to grow and retain our digital customer base.

You will:

• Customer Lifecycle Deep Dives: You'll get to dig into customer behavior across their entire journey with us, building different segmentation models and spotting patterns to drive digital engagement and predict who might churn.
  
  
• Journey Optimization: You'll trace how customers move between our digital and offline touchpoints, figuring out where they get stuck and designing smoother paths. Think of it as creating the ultimate customer roadmap.
  
  
• Testing and Innovation: You'll run A/B tests to improve how customers engage with our digital properties, collaborating with product and sales to test new ideas and create more personalized experiences.
  
  
• Performance Monitoring: You'll track how different customer groups are doing, build useful dashboards, and figure out what's actually working in our campaigns through attribution modeling.
  
  
• Crossfunctional Collaboration: You'll work with teams across the company to turn your findings into real strategies, presenting to leadership and breaking down whatever's blocking customers from going digital.

Qualifications

What you bring:

• Bachelor's degree in Data Analysis, Information Systems, Computer Science, Engineering, Commerce, or related field
• 2-4 years of digital analytics experience with a proven track record of using data analysis to identify actionable insights
• Advanced skills in web analytics tools (Adobe Analytics or Google Analytics), data visualization platforms (Tableau or Looker Studio), and SQL for data extraction and manipulation
• Strong analytical mindset with ability to independently investigate data, uncover opportunities, and transform analysis into actionable strategies that drive measurable business outcomes
• Outstanding presentation and storytelling skills with proven ability to translate complex data analysis into clear, compelling narratives for executive and cross-functional stakeholders
• Ability to work effectively with product, design, and marketing teams, combined with a curious mindset and passion for understanding customer behavior and digital engagement drivers

Nice to haves:

• Experience in large-scale, complex business environments with multiple product lines and customer segments, preferably in telecommunications or e-commerce industries
• Expertise in customer analytics including cohort analysis, funnel analysis, omnichannel journey mapping, A/B testing, and session-replay tools such as Quantum Metric
• Knowledge of customer data platforms, marketing automation tools, voice of customer programs for digital experience feedback, and machine learning techniques for customer analytics and propensity modeling