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Business Consultant (Business Customer Experience team)


Vancouver, British Columbia, CA Victoria, British Columbia, CA Montreal, Quebec, CA Toronto, ON, CA Ottawa, ON, CA Edmonton, AB, CA Calgary, AB, CA

Req ID:  7182
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular


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

Join our team

TELUS Business Customer Experience (BCX) team has embarked on a transformational journey to standardize and drive a national approach to the systems and tools used by our business. As part of the Customer Relationship Solutions Management unit, you will be driving the strategic direction needed by the CRM Security team business which will directly impact the BCX long term strategy. 

We are seeking a forward thinking and ambitious individual with a passion for CSI focus, strategy and improving the overall customer experience to join our CRM Security team. 

What you’ll do in this role

As a key member of the CRM Security team, you will be utilizing your analytical skills to support decision-making as we drive transformational change, collaborate with our business stakeholders to understand the business challenges with systems, guide the business on new ways of doing things as well as provide planning, governance and guidance to the other team members. 

You will use your expertise and experience to provide input into the creation of business cases and support with decisions on the prioritization of opportunities as the team builds a roadmap to transform our business.  You’ll help validate new ways of doing things and provide guidance and governance to be used at an executive level. 

One of your key tasks will be to use your expertise to build content that demonstrates and justifies the business value of the strategic objectives. To this end you must have excellent written and visual communication skills.
Your resilience, agility and ability to thrive in an ever-changing and sometimes ambiguous environment will make you a perfect fit on our teams’ journey.


Key Accountabilities:


  • Apply your business acumen to articulate SMO identified operational and cost efficiencies associated with the strategies we are implementing
  • Develop KPI & Metric based presentation materials related to the achievement of SMO objectives
  • Create content used to advise senior TELUS team members about SMO related initiatives
  • Consult with fellow SMO team members and internal clients on communication strategies, and tactics which best address their needs
  • Propose and/or help track key performance and financial indicators for SMO initiatives and practice areas
  • Build and manage a network of various internal stakeholders and partners
  • Collaborate with others and to obtain alignment on your analysis
  • Support communication of transformational information to the team through multiple channels

What you bring to the role


  • Advanced analytical, business analysis skills with a sharp eye for quality and detail
  • Able to organize, interpret and summarize data, identifying trends and patterns to inform strategy
  • Ability to quickly grasp complex concepts and succinctly distill them into clear and meaningful communications for any audience
  • A collaborative and approachable style
  • Ability to use data to tell a story of improvement
  • Strong interpersonal skills with the ability to foster good working relationships at multiple organizational levels
  • Detail oriented, yet able to stand back and appreciate the big picture
  • High standard of performance
  • Creative and self-sufficient with ability to work successfully under pressure
  • Excellent communication skills
  • A willingness to learn
  • You see obstacles as opportunities 
  • Ability to work independently with minimal supervision
  • Great-to-haves
  • Meaningful experience in a similar role (Business Analyst or Business Consultant)
  • Experience with Business Analysis, Process Management or Performance Analysis
  • Experience with executive level content creation
  • Understanding of ITIL approach to ITSM
  • Awareness of ServiceNow
  • Fluency in French 

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.