Apply on Kit Job: kitjob.ca/job/2fs9oy

About the Role

Join the Customer Experience PMO, a high-performing team with motivated professionals dedicated to improving the customer journey and simplifying the agent experience. As a Business Analyst II, you will work alongside our Process Improvement Consultants, Business Consultants, and fellow Business Analysts to drive strategic initiatives that deliver measurable impact. You will be the "investigative engine" of our team. You will conduct deep-dive audits of the customer journey—specifically following Executive Escalations and CCTS complaints—to identify exactly where our people, processes, or systems failed.

We’re seeking a energetic individual with call centre experience who thrives in cross-functional environments and excels at translating analytical insights into actionable solutions. The ideal candidate will bring strong problem solving capabilities, expertise in solution implementation and the ability to communicate effectively with diverse audiences.

What You'll Do

- Post-Incident Reviews (PIRs): Conduct end-to-end analysis of Executive Escalations. This includes reviewing customer verbatim, interaction history, and timelines to reconstruct the incident journey and identify root causes.
- CCTS Complaint Deep-Dives: Perform rigorous reviews of agent-triggered complaints to identify trends, prior contact patterns, and missed commitments that lead to regulatory escalations.
- Investigative "Storytelling": Translate raw data, call recordings, and system logs into "Escalation Stories" that highlight specific gaps in the agent or customer experience for senior leadership.
- Stakeholder Partnership: Build and maintain a master contact list of business primes.



You will not only flag opportunities but also actively follow up on pending actions to ensure resolution and transparency.
- Continuous Improvement: Partner with Regulatory contacts to update CCTS checklists and resolution requirements, ensuring our frontline teams are equipped to prevent resubmissions.
- Solution Implementation: Work alongside Process Improvement Consultants to validate the sizing of opportunities and support the implementation of fixes within OneSource, Daily Topics, and other knowledge tools.

What We're Looking For

- The "Detective" Mindset: Proven ability to perform deep-dive analysis, conduct call listening, and piece together complex timelines from multiple system sources (Casa, SmartDesktop, iWS).
- Product Expertise: In-depth knowledge of TELUS Home Solutions, Security, Mobility, and Koodo products & services.
- Ownership & Accountability: An entrepreneurial spirit with the "grit" to follow up with stakeholders until a gap is closed; you don't just identify the problem, you help drive the fix.
- Communication Excellence: Ability to create compelling Google Slides presentations that distill complex investigations into clear insights and actionable recommendations for various leadership levels.
- Analytical Proficiency: Advanced skills in Google Workspace (slides, sheets, docs, etc)



with a knack for identifying trends in "agent-controllable" behaviors.

Great-to-haves

- Regulatory Familiarity: Experience with CCTS/CRTC guidelines and complaint handling.
- Data Visualization: Knowledge of data mining and manipulation (Tableau, Looker) to track recurring issues and resolution timelines.
- Methodology: Understanding of Lean, Six Sigma, or other Process Improvement frameworks.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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Apply on Kit Job: kitjob.ca/job/2fs9oy

📌 Business Analyst II (Vancouver)
🏢 TELUS Digital
📍 Vancouver