Loading...
 
Share this Job

Senior Performance Analyst

Location: 

Vancouver, British Columbia, CA Toronto, ON, CA Montreal, Quebec, CA Quebec City, Quebec, CA Calgary, AB, CA

Req ID:  23680
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description


Join our Team and what we’ll accomplish together


As part of the Customer Success team in TELUS Business Solutions, you represent the TELUS brand, values, and promise.  The Customer Success team is a highly engaged and high-performance team that has embarked on a journey to delight customers at every moment of truth, focusing on optimizing relationships to drive profitable growth for TELUS Business Solutions (TBS). 


We are relationship-focused and outcome-driven. We are passionate about our mission to connect with customers in a way that will unlock new growth and retention opportunities in Commercial and Public Sector (1000+ employees) accounts.


Our Customer Success journey will require careful planning and strong interlock with all stakeholders across TBS. As a member of the Customer Success Transformation Office, you will be an integral part of driving the transformation while ensuring we stay well connected to the pulse of the business and our customers. 


As part of our transformation, we are developing our Success Planning and Controls. 
You will act as the primary interface between Customer Success, Sales, and Marketing to identify, design, plan, and execute continuously aligned targets/territories plans for the Customer Success Executives, linked to their incentive plan.


In addition, you will act as the consultant and liaison between project teams, the organization, and our external vendors, developing process and system documentation to produce a tangible Customer Success Planning and Controls function.

What you'll do

 

  • Build and inspire a culture of "everyday innovation" within your team
  • Strategy: You will collaborate with Customer Success leadership and TBS stakeholders to understand the strategic direction around the Customer Success targets/territory plans and compensation
  • Analysis and Execution: design, plan and execute the Customer Success targets/territory plan, including building the appropriate reports and dashboards. In addition, create the proper business logic between the targets/territories and the Customer Success compensation plan
  • Scorecards: establish the proper leading and lagging performance indicators to proactively drive and report on business performance
  • Performance Analysis: Support the Customer Success Executives and leaders achieve targets based on proactive data analysis, reporting, and governance
  • Project Management: Lead cross-collaborative projects by identifying opportunities, developing recommendations, and seeing through implementation, including standardized process documentation where appropriate
  • Process Improvement: You will champion process improvements for internal and external processes in collaboration with stakeholders
  • Stakeholder Management: You will foster trust and build strong relationships to lead through influence across TBS and TELUS teams aligning on critical decisions and necessary approval across all levels of our organization (Manager, Directors, VPs)
  • Presentations & Storytelling: With your excellent communication skills, you'll be able to articulate the strategic priorities and progress MoM building executive-level content and presentations for your portfolio

Qualifications


What you bring

 

  • You are an experienced analyst yet strategic thinker who can connect the dots from ambiguous strategy to delivery
  • You love to solve problems with your critical thinking and constantly challenge the status quo to find better ways of working to do more faster
  • You should have a high degree of comfort and confidence working directly with the Director, VP to SVP level
  • You have strong interpersonal skills and the ability to build strong working relationships
  • Ability to manage changing priorities/tight deadlines effectively in a very fast-paced environment; ability to navigate ambiguity, overcome confusion, and simplify complex situations
  • Excellent storytelling and presentation abilities with demonstrated ability to take the message upwards and across the team to senior leaders within and across the organization
  • With your exceptional communication skills, you tactfully collaborate with teams across business areas and can influence decisions with more senior-level audiences
  • Great attention to detail and strong organizational skills
  • You have experience with establishing a performance management framework that identifies trends for impact and opportunity while aligning metrics / KPIs to strategies driving desirable outcomes
  • Effective use of Google Suites, Microsoft PowerPoint, Excel, and other collaboration tools in everyday use at TELUS

 
Great to haves

 

  • Customer Relationship Management or customer-facing experience is an asset
  • Knowledge of TELUS Sales/Marketing target/territory planning process and systems an asset
  • Workshop facilitation skills and experience
  • Experience with visualization tools such as Tableau and/or Structured Query Language (SQL) is an 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.

 

 

 

 

Operations

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

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.