Senior Strategy Manager – THPS – Telus

Do you thrive in a fast-paced, team centric environment? Are you a detailed-oriented individual who loves solving problems using by leveraging creative solutions? If you want to be in a space where your knowledge and experience are used to make collaborative decisions to improve health outcomes for Canadians, then read on as this is the job for you!

Who we are

The TELUS Health & Payment Solutions Customer Experience team supports a wide variety of customers which have grown through organic growth and acquisitions. Using telephony, chat, Chabot, email and a myriad of other technologies our high performing front line teams support vast customer base, including Pharmacists and their technicians, Physicians and their clinic staff, Insurers, Allied Health Care Providers, Banks and their clients and many more. In all CE supports 45+ services and over 100,000+ end customers. We are passionate about putting our Customer First!

The Strategy & Enablement team within CE is a high performing team of Business Analysts, Project Managers, Learning Specialists, Business Consultants and Program Managers responsible for enabling our front line teams and business partners in order to provide outstanding service to our Customers. We drive results through creative-thinking and problem-solving, coupled with precise execution and performance measurement. As a Business Analyst II on our team, you will directly support the identification, investigation and execution of process improvement opportunities to result in more efficient and effective support for our Customers.

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

This is an exciting opportunity to leverage your experience and skillet within an innovative and collaborative environment. Your work will be crucial to the success of the Customer Experience within TELUS Health!

Here’s how

As part of the team, you’ll be responsible for:
Collaborate to design and implement the development of our long term support strategies
Build trusted relationships with our internal and external stakeholders
Assess impacts and trends, proposing feasible solutions that will result in more efficient and effective support for our customers
Lead planning initiatives that translate business strategy into action by working with cross-functional colleagues to inform and influence their decision making
Customer experience is what sets TELUS apart; you’ll work with industry-leading professionals in their field on solving problems that are critical to our success
Analyze data and apply business knowledge to derive insights and recommendations
Qualifications

You’re the missing piece of the puzzle with
Proactive Time Management & Prioritization: You thrive on your ability to manage multiple high-volume projects simultaneously while staying very organized
You are a change agent; you are always looking for way to improve processes or outcomes to better our internal or external customer experience and are naturally compelled to challenge the norm, seek a deeper insight, and understand key business drivers
Growth Mindset: You are recognized for your curiosity and growth mindset and you proactively coach others to enable them to grow their own business acumen
Self-starter: You have the ability to self-motivate, prioritize, and independently execute assigned work/projects
Decision maker/Problem solver: You have experience assessing impacts and trends of potential customer pain points and propose feasible solutions and you have excellent analytical/business modelling skills and enjoy taking on complex challenges
Creative thinker: You have a knack for delivering creative solutions to drive outstanding customer experience results
Highly collaborative: You have a persuasive presentation style, with polished communication skills who is capable of listening and interpreting stakeholder feedback to understand business processes and identify business issues/objectives
Results oriented: You are passionate about delivering results to drive an outstanding customer experience
Data Management Skills: You naturally look for patterns and analyze results, using the data effectively to make meaningful improvements
Relationship builder: You excel at developing excellent working relationships at all levels to build consensus
Required Knowledge:
Strong understanding of TELUS CE contact center environment and operational measurements
Proven experience with business analytics
Lean six sigma and/or experience with process improvement methodologies
Intermediate proficiency with MS Office (Excel, PowerPoint, Word, Outlook) and Google
Possess solid financial acumen
Great-to-haves
Healthcare experience (Asset)
Post-secondary diploma/certification or equivalent years of work experience in progressive positions
Who is TELUS?

We’re a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Primary Location: CA-ON-Toronto
Other Locations: CA-AB-Calgary, CA-BC-Vancouver, CA-ON-Barrie, CA-ON-Ottawa
Schedule: Full-time

Apply now

Our industry and COVID-19

We've gathered a number of links where Canadian cable, radio, television, telecom and wireless companies have posted their responses to the Covid-19 pandemic.