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Senior Process Improvement Consultant-MSM COE Business Improvement Team


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

Req ID:  27477
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular



Do you consider yourself a champion of change? Are you constantly looking for new and innovative ideas? This might be the career you’re looking for!

Join our team

The MSM COE Business Improvement Team is passionate about solving problems. We are a fast paced, high performing team who are always looking for opportunities to enhance our customer and team member experience while driving operational efficiencies. 


Here is what we will accomplish together


As a Senior Process Improvement Consultant, you will take on the rewarding yet challenging role of identifying opportunities to showcase your ability to drive efficiency and improve the customer experience. This position will engage with our partner stakeholder groups in analysis and improvement, leading complex, cross-functional process improvement initiatives 


Your goal will be to work collaboratively with other teams and leadership across multiple functions to identify and execute process optimization and automation opportunities. Your resilience, agility and ability to thrive in an ever-changing dynamic environment will make you a perfect fit in our high performance team


Here's how 


Reporting to the Director of Business Enablement, you will be responsible for driving reduction in billing support contacts across wireless and wireline business products and services. Key activities include:


  • Process design and development: Develop, execute, and evaluate business transformation with a focus on data analytics, process mapping, process measure and process improvement
  • Project Management: Take ownership for process-focused projects from concept to execution, and provide status updates, feedback and reporting on projects
  • Facilitation: Lead and facilitate meetings and working sessions with cross-functional stakeholders in order to achieve desired outcomes
  • Change Management: Drive change through the identification of incremental improvements, layering or phasing of change and activities to drive sustainability post-project completion
  • Data Collection/Analysis: Leverage advanced LSS tools. Gather critical information to identify data points to extrapolate business benefits and outcome
  • Opportunity Management: Partner with business units in identifying and prioritizing process improvement, business analysis, and developing business cases





You are the missing piece of the puzzle:



  • 7+ years of experience in project management, business analysis, and or process improvement
  • 3-5 years applying Lean, Six Sigma or other process improvement methodologies
  • Consulted on and managed projects through influencing and negotiating
  • Demonstrated proficiency in leading business process improvements delivering significant value to an organization


Knowledge, Skills & Abilities 


  • Advanced understanding and experience using various methods including Lean, Six Sigma, Kaizen/Work-out, Process redesign, Fair Process
  • Advanced knowledge and hands-on experience using project management and change management methodologies, principles and practices
  • Ability to facilitate complex process improvement workshops, using collaboration tools, with various levels of stakeholder groups 
  • Ability to deal with complex problems involving multiple facets and variables to adapt to changing demands and requirements
  • Ability to build relationships with various levels within and outside of the organization including senior leaders/executives through excellent collaborative skills to obtain recommendation buy-in 
  • Advanced communication and presentation skills, both written and verbal. Able to adjust and adapt social style and communications based on stakeholder needs.
  • Exceptional ability to collect, analyze and interpret both qualitative and quantitative data
  • Ability to manage multiple on-going projects while creating a structured approach to deliver on business outcomes


Education / Training / Certification


  • University Degree or Post Secondary Diploma 
  • Lean Six Sigma Green Belt or Black Belt Certification 




  • Project management Certification (PMP) is an asset
  • English/French bilingualism is an asset.
  • Strong understanding of TBS systems/tools, products and services, organizational delivery capabilities, and end-to-end processes



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.






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.