TELUS Digital is seeking a Business Consultant/Lead Business Specialist to drive operational improvements by translating insights into actionable strategies that enhance First Call Resolution (FCR) and reduce repeat calls. This role focuses on delivering measurable business outcomes through close collaboration with global stakeholders.

About TELUS Digital

TELUS Digital is at the forefront of digital innovation, focusing on customer-centric solutions and leveraging cutting-edge technologies. We prioritize agile thinking, spirited teamwork, and a culture that puts customers first.

Position overview:

As a Business Consultant/Lead Business Specialist, Global Operations Strategy, you will play a key role in translating insights into action to improve customer experience and operational performance across TELUS Digital. You will own the analysis of First Call Resolution (FCR) and Repeat Calls, but success in this role is defined by your ability to turn analysis into tangible improvements. Working closely with global stakeholders, you will drive execution of operational enhancements that reduce repeat interactions, improve FCR, and deliver measurable business outcomes — prioritizing impact over perfection.

Key Responsibilities:

• Own FCR and Repeats KPIs across TELUS Digital Global Operations, with a focus on driving improvements, not just monitoring performance.
• Conduct targeted data analysis to identify performance gaps and root causes, and swiftly translate insights into practical action plans.
• Design, audit, and improve customer and agent journeys with an emphasis on speed to impact and outcome delivery.
• Build concise, results-driven business cases to support process changes and capital investments required to enhance performance.
• Collaborate cross-functionally with operations, product, marketing, and customer experience teams to implement solutions, not just recommend them.
• Track and report on FCR and Repeats performance for TELUS and BPO stakeholders; proactively escalate risks and champion corrective actions.
• Support AI and data-driven initiatives by defining business requirements and using AI outputs to enable faster, more impactful decisions.
• Lead operational interlocks and communicate process updates, ensuring stakeholders are equipped to take action on insights.
• Design and publish dashboards that highlight actionable trends and operational priorities — with a focus on enabling decisions and execution.
• Provide expert input on the relationship between FCR, Repeats, and other KPIs, ensuring recommendations are realistic, executable, and outcome-oriented.

Core Competencies:

• Strong execution mindset; ability to balance analysis with timely action
• Customer-focused, results-driven approach
• Advanced proficiency in data analysis, process mapping, and data visualization tools
• Ability to simplify complex insights into clear, actionable recommendations
• Business acumen with a focus on outcome delivery over analysis perfection
• Strong communication, collaboration, and stakeholder management skills
• Comfortable operating in fast-paced, ambiguous environments with competing priorities

Qualifications:

• 3+ years of experience in business performance analysis, operations strategy, or a related field
• Bachelor’s degree in Business Analytics, Operations, Business Administration, or a related discipline
• Process improvement certifications (Lean Six Sigma, Agile, etc.) are preferred
• Experience with dashboarding tools (e.g., Tableau, Looker) is an asset
• Proficient oral and written English

What We Offer

• Collaborative and innovative work environment
• Continuous learning and professional development opportunities
• Competitive salary and benefits package
• Chance to make a significant impact on customer experiences and business operations

Why Join TELUS Digital?

Everyone belongs to TELUS Digital. It doesn’t matter who you are, what you do, or how you do it, at TELUS Digital, 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 what our communities need. From start-ups to large global brands, we deliver on all stages of customer growth and engagement. Our industry track record speaks for itself.

TELUS Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.