Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

About the Role

We’re looking for a Business / Data Analyst who can roll up their sleeves and dig into how work gets done across customer experience and business operations. In this role, you’ll conduct stakeholder interviews, run workshops, and shadow CX agents to document processes and uncover pain points. You’ll analyze data to measure effort, cost, and performance, and then model the financial implications of automation — from ROI and payback periods to efficiency gains. You’ll also create process maps, develop business cases, and prepare clear materials that help leaders see where automation (RPA, AI, or agentic AI) can drive the most value.

The ideal candidate is part investigator, part analyst, and part storyteller — someone who can connect the dots between what’s happening on the ground, what the data says, and how to frame a compelling case for change.

Key Responsibilities

• Conduct Interviews & Workshops: Engage with stakeholders and CX agents to capture current-state processes, pain points, and opportunities.

• Shadowing Agents: Spend time observing call center and CX agents to understand the “day in the life,” identify friction points, and surface opportunities for improvement.

• Process Mapping: Document workflows using process mapping and discovery tools to provide a clear view of how work gets done today.

• Data Analysis: Analyze volumes, effort, costs, and performance metrics to validate accuracy and uncover improvement opportunities.

• ROI Modeling & Business Cases: Build models that estimate savings, payback periods, and efficiency gains to demonstrate the financial impact of automation.

• Opportunity Prioritization: Partner with automation strategists to rank processes based on value, feasibility, and impact.

• Documentation & Reporting: Maintain accurate process documentation and prepare clear visuals, charts, and executive-ready presentations.

• Collaboration: Work cross-functionally with business leaders, CX teams, and technical stakeholders to ensure insights translate into actionable automation initiatives.

Requirements

• 2–4 years of experience in business analysis, operations analysis, data analysis, or consulting.

• Strong analytical and financial modeling skills (Excel, Google Sheets, or BI tools such as Tableau/Power BI).
  Proficiency with process mapping tools and methodologies (e.g., Visio, Lucidchart, BPMN).

• Ability to synthesize complex data into clear, actionable insights that support business cases.

• Excellent written and verbal communication skills — able to present findings in a business-friendly way.

• Curiosity-driven mindset: you ask questions, dig into details, and want to understand how things really work.

• Comfort shadowing CX agents, conducting interviews, and facilitating workshops to surface insights.

• A detail-oriented, structured approach to documentation, ensuring accuracy and clarity.

• Adaptability to thrive in fast-paced environments with shifting priorities.

• A balance of investigator, analyst, and storyteller — uncovering problems, quantifying opportunities, and framing a case for change.

• Strong presentation skills, including the ability to build executive-ready slides and visuals that communicate automation strategies, roadmaps, and ROI clearly.

Preferred Qualifications

• Familiarity with automation technologies (RPA, AI, or agentic AI) and how they apply to business processes.

• Experience working with or analyzing contact center / customer experience operations, including exposure to metrics such as AHT, FCR, and CSAT.

• Exposure to process discovery or mining platforms (e.g., Celonis, UiPath Process Mining, Signavio) is a strong plus.

• Proven ability to work cross-functionally with business, operations, and technical teams.

• Knowledge of Lean, Six Sigma, or other process improvement methodologies is helpful but not required.
  
  

What’s in it for you

• Private medical and life insurance from day one.

• Professional growth budget for certifications and training.

• Flexible work schedule.

• Performance-based bonuses.