Strategy Manager - Process and Performance Excellence PPE Team

Description

Improve customer outcomes by optimizing key customer service journeys 
 

Join our team

The Process and Performance Excellence PPE team within TELUS Home Solutions and Customer experience team enables our call centre Operations team ensuring they can deliver the best-in-class customer experience for which TELUS is known.

If you are passionate about Customer Experience, enjoy working collaboratively, are curious to understand, and driven to improve customer experience this role is for you! The Customer Experience Excellence program within PPE is high profile and a key pillar of the CE Mobility Strategy. As the Strategy Manager, you’ll bring cross-functional teams together to improve outcomes for customers and influence Operations partners to action. TELUS is recognized as having the best customer service in the industry and you’ll play a key role to delivering high-quality intelligence essential to optimizing the customer experience we deliver.

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

As a Strategy Manager you’ll be at the forefront of tying all our strategies together, finding synergies, generating action plans and inspiring change through engaging storytelling.

Here is How…

Turn information into insights and recommendations

• Lead strategic analysis and provide trusted expertise to synthesize results into key insights and actions that support the optimization the customer experience
• Define program scope, deliverables, project and change management plans to successfully implement change that will deliver amazing customer experience outcomes

 
Collaborate 

• Engage cross-functional primes from key teams to understand current state, define ideal future states and create roadmaps and plans to deliver
• Connect analytical, service channel and enablement teams to work together to improve customer and business outcomes
• Connect with our key stakeholders and understand their priorities to inform how we can better partner together

 
Use relationship building & storytelling to influence
 

• Transform complex issues into clear problem statements, ideas and recommendations into easy-to-understand succinct stories
• Storytelling to peers, Managers, Directors and VPs through our governance forums to drive decisions, gain support and celebrate wins
• By building trust and leading without authority at all levels

 
Lead and Develop

• Demonstrate leadership qualities and ability to mentor junior members of the team
• You are naturally compelled to challenge the norm, seek a deeper insight, and understand key business drivers
• Bring a solid understanding of the consumer wireless and wireline business and a curiosity to learn

A Day in the Life:

• You’ll facilitate synergy meetings with strategy/program owners to direct root cause analysis, identify interconnected opportunities and innovate creative solutions that address multiple areas
• You will collaborate with stakeholders to drive customer, team and business outcomes by participating in or leading workshops, meetings, focus groups etc
• You’ll use your analytic skills to identify over-arching opportunities and develop strategies that dovetail multiple business priorities
• You will build stories for all levels of the business seeking sign-off and influencing course of action
• You will mentor junior team members to help enhance their analytics and story-telling skills
• Once a week you will have a 1:1 meeting with your supporting manager to review progress, receive coaching and support, and to discuss performance
• You will participate in PPE team meetings and strategy sessions and contribute to the team’s strategy, development and highly engaged culture
• At least once a week you are encouraged to complete an instructional video, knowledge article, or some other learning resource to constantly nourish and grow your knowledge and skills

Qualifications

You're the missing piece of the puzzle

• Strong project management, time management and organizational skills; ability to manage multiple projects, prioritize tasks, and meet aggressive deadlines
• Proven ability to build relationships, influence others and foster ownership within cross-functional teams
• Confident tackling ambiguous problems, bringing structure and process to help shape solutions
• Experience leveraging data, insights and analytics to define problems and priorities
• Self-starter, proactive, takes initiative and ownership of issues/tasks to resolution
• Demonstrate leadership qualities and ability to mentor junior members of the team
• Customer-focused approach to problem/issue resolution
• Strong written and oral communication skills, including creating and delivering presentations
• An undergraduate degree in business or related discipline

What you’ll receive:

• The opportunity to showcase your abilities and be recognized and rewarded for excelling in your role
• A dynamic and collaborative environment
• An organization that actively supports Diversity and Social Purpose
• A place that embraces our core values: Spirited teamwork, Courage to innovate, Embrace change and Initiate opportunity, and a Passion for growth

Great-to-haves

• 1+ years in a strategy, planning or analytical role
• 3+ years in telecommunication
• Bachelor of Business Administration (BA) degree
• 5+ years of experience working in a customer-facing role such as Professional Services, Sales or Customer Success Management

Don’t have everything we think are ‘great-to-haves’? Don’t let that dissuade you! Attitude, motivation, and a willingness to collaborate are the most important things we are looking for. So if you think you have what it takes, please apply!

#LI-REMOTE