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Fall 2019 Student/CO-OP: TELUS (Business, Home, Mobility, Customer Solutions)

Reference ID: ROL03946-19

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Fall 2019 Student/CO-OP, 8 Positions below: TELUS (Business, Home, Mobility, Customer Solutions)

TELUS is a great place to work. You can see it in our team members. The diversity of the TELUS team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative internet, voice, data and wireless products and solutions we offer.

Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding. Join our team and make your future friendly too.

This is your chance to shine!

You will be a part of a customer facing business unit that includes the following broad areas: Marketing, Products & Services, Channels (Sales), Business Sales, Client Services and Client Operations, IT Services. Through this business unit you will gain exposure to a wide range of Customer telecommunication products and services.

TELUS is currently looking for the best and brightest university students to join our exciting and rigorous student/co-op program. This is an excellent way for you & TELUS to explore long-term fit for our permanent positions as a new grad.

Your fall 2019 student/co-op program is an exciting and rigorous 4 or 8 month program available to both undergraduate and recent graduate students. Several roles are available in various locations nationally (see descriptions below). Fit will be determined based on a combination of your strengths, personal interest and also business need.




1. Business Analyst I (Go to Market) (Vancouver or Burnaby, BC 8 months, one position)




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




We are currently seeking a motivated individual to join Customer Experience (CE) Go to Market team, focused on developing and executing plans to support Home Solutions Marketing and Product & Services initiatives.

Working in partnership with cross-functional teams, you will be a trusted advisor, responsible for helping shape our offerings with the agent and customer experience mindset and providing our team members with transparent information, tools and the autonomy required to effectively do their job.

Here's how
    •Develop and execute agent and CE business readiness activities for Home Solutions Marketing and/or Product & Services initiatives •Assess business impacts of marketing projects with a focus on customer experience & operational excellence •Engage and inform stakeholders on upcoming launch readiness activities and impacts •Provide post launch support - focus groups, surveys, agent sit-ins to measure the success of the launch and identify key learnings

You're the missing piece of the puzzle




With:
    •Representing the CE perspective and influencing decision-making to maximize the success of specific marketing changes •Building strong relationships with internal cross-functional partners to ensure we are delivering the best customer experience with each interaction •Ensuring our agents are readily able to provide a quality customer experience by providing the clear, simple and accurate information they need, when they need it •Highly motivated, self-sufficient with ability to effectively manage a diverse workload in a fast paced and demanding environment •Critical thinking, creativity and strong problem solving and negotiation skills to overcome unexpected obstacles •Excellent written and oral communication skills with the ability to present information to all levels within the organization •Demonstrated ability to work with and collaborate with peers •Competence in the use of Google and Microsoft applications •Demonstrated leadership skills

Great-to-haves
    •Excellent writing and communication skills •Analytical skills •Project management knowledge and experience

2. Business Analyst - Co-op Supporting Software Development (Vancouver or Burnaby, BC 8 months, one position)




Here's how
    •Bringing TELUS Fibre Optic Internet services to Canadian in rural and urban communities •Driving increased revenue generation through digital solutions delivered on a mobile platform •Ensuring a high standard of quality in software solutions •Learning about and validating how things work "in the field"

You're the missing piece of the puzzle




With:
    •Analytical mindset for problem solving •Attention to detail •Translating business needs to systems capabilities •Experience in software testing •Software test documentation experience

Great-to-haves
    •Data analysis skill set •Experience in requirements gathering •Business process mapping

3. Business Analyst - Sales & Service Evolution/Customer Service Excellence (Vancouver, BC 8 months, one position)




Here's the impact you'll make and what we'll accomplish together
    •We are looking for a dynamic and enthusiastic individual to help us advance mobile applications that field technicians use in their everyday jo
    •In this role, you will use your analytical and technical skills to plan, design, test, validate, troubleshoot, and launch technician mobile applications on a project team. •You will have the opportunity to identify and drive operational improvements to TELUS by working with members from different areas of the organization. •By enabling our technicians with state-of-the-art applications, we help them to serve our customers in the most efficient and effective way.

You're the missing piece of the puzzle




With:
    •Excellent oral and written communication skills •General knowledge of MS Office with strong focus on Excel and Word •Ability to present ideas and solutions to ensure understanding in a group setting •Demonstrated ability to identify improvement opportunities and drive change to increase effectiveness •Skilled at relationship-building and collaborating •Demonstrated strong academic aptitude •Experience working in high-performing groups in a business or academic setting •Strong analytical and problem solving skills •Strong sense of personal initiative and want to make a difference for TELUS customers and your team •Enjoy working in a high-performing, fast-paced and sometimes ambiguous environment

Great-to-haves
    •Experience with design or development of mobile application •Knowledge of project management


Qualifications:


4. Business Analyst I - TELUS Sales or Support Program (Vancouver or Burnaby, BC 8 months, one position)




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

Working closely with the Program Manager, this role will support a key customer experience program:

The Sales or Support (SOS) program is an internal advocacy program that empowers all team members to take ownership of the TELUS experience of their friends & family. Through an easy to use online tool TELUS team members are able to escalate service issues, and fast-track sales leads for both consumer & business.

Here's how

Your responsibilities will include dashboard administration, survey administration, project management and communications. You will collaborate with stakeholders in both consumer & business to drive operational excellence & process improvements.

You're the missing piece of the puzzle




With:
    •Advanced knowledge of Excel with the ability to manipulate large volumes of data •Ability to provide data driven insights and recommendations for process improvement •Strong written and oral communication skills •Experience in independently leading projects •Strong sense of TELUS branding •Confidence in both PowerPoint deck building and presenting •Capability of juggling multiple deliverables with competing deadlines •Collaboration with various program stakeholders

5. Business Analyst I Learning From Every Escalation (LFEE) (Vancouver or Burnaby, BC - 8 months, two position)




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

The Learning From Every Escalation (LFEE) program is a strategic initiative that generates important business intelligence for our executive leadership team on how to improve our customer experience in targeted areas of focus.

Here's how
    •You will be working closely with the program manager and stakeholders as a key resource in the development of reporting and analysis for the program •You'll be collaborating with program stakeholders from across TELUS to gather data and information required for the creation of program reporting

You're the missing piece of the puzzle




With:
    •Visualize and report data findings in a variety of visual formats that appropriately provides insights to program stakeholders •Self-driven with a keen eye for detail •Knowledge of business and data analytics •Advanced knowledge of Microsoft Office and Google Suite •Strong written communications and presentation skills •Positive, enthusiastic attitude and an open and creative mind

Great-to-haves
    •Data visualization using Tableau, Qlikview, or Domo •SQL, MySQL, Oracle, R, Python, Java, SAS •Project management and Agile methodologies •

6. Business Analyst 1 Mobility Solutions (Burnaby, BC 8 months, one position)




Here's how

Supporting our national strategy to drive additional growth via our for Mobile and Home and Mobility Solutions programs, the successful applicant will be responsible for:
    •Call listening to support with the adoption of leads/referrals across lines of business and subsequently providing insights to Team and Program Managers on if frontline team members are performing as expected •Evaluating sales performance results via quintile analysis •Providing recommendations for improvements to increase conversion rates and leads •Focus on national outliers leveraging team members with the top performance and leverage those best practices to engrain into the rest of the organization •Providing recommendations for improvements to increase agent offer and customer accept rates •Recruiting a national/global coalition and facilitating regular touchpoints and huddles with that coalition •Act as a subject matter expert for team and operations managers to be able to bust any myths and answer frequently asked questions •Communicate any important updates to the coalition team or to frontline agents at large •Supporting the execution of any contests designed to stimulate sales performance improvement •Report on progress to senior leadership team (Director up) •Customer behavior analysis

Great-to-have
    •Understanding how customers respond to certain offers, positioning, and outreaches and the spillover impacts this has on other key performance indicators

7. Engagement driver Business Analyst (Barrie, Ontario 8 months, one position)




Here's the impact you'll make and what we'll accomplish together
    •Together we'll drive overall improvements in our team engagement •We'll drive a higher participation rate in all our TELUS reward and recognition programs resulting in more people being appreciated •We'll bring forward new and innovative ideas to motivate and recognize team members to encourage innovation and promote the TELUS values

Here's how

By supporting our national engagement strategy the successful applicant will be responsible for:
    •Analyzing employee Pulsecheck survey results to determine key areas of opportunity •Reviewing verbatims to identify areas requiring focus •Comparing results at all levels and demographics •Meeting with team members to better understand drivers •Communicating results to the leadership team on a regular basis •Providing recommendations on change •Analyzing current recognition programs and recommend changes if required •Creating an awareness program for recognition •Excellent Excel and PowerPoint skills

Great-to-haves
    •Bilingual (French) •Call Centre experience

8. Business Analyst I - Proactive Reliability (Edmonton, AB or Vancouver, BC 8 months, one position)

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

Help transform our support model from reactive to proactive, and exceed our customers' reliability expectations. You'll drive initiatives to identify and remediate issues affecting our customers' Internet and Optik TV services before they even need to contact us.

You're the missing piece of the puzzle




With:
    •Ability to break ambiguous reliability issues into manageable pieces, collaborating with cross-functional teams as necessary •Demonstrated analysis skills to develop, prioritize and evaluate improvement efforts (e.g. root-cause analysis of customer dissatisfies to develop solutions to improve reliability) •Experience consolidating multiple data sources using query languages such as SQL •Ability to extract and present business insights from raw data •Strong verbal and written communication skills •Data visualization experience (Excel, Tableau, Domo)

Great-to-haves
    •Project management experience •Experience using Google Slides and Sheets •Knowledge of call centre and/or field applications, systems, processes, and metrics

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.

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.


Posted: May 18, 2019
Closes: July 17, 2019