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Health Solutions
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HEA05459-21 Requisition #
Business Consultant – TELUS Health
Status: Permanent Full Time
Location: Toronto, ON – Barrie, ON – Calgary, AB – Vancouver, BC
 
Join our team 
 
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 Consultant on our team, you will directly support the identification, investigation and execution of process improvement opportunities to result in more efficient and effective self-help 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:
  • Identify and execute key opportunities to evolve our Customer Experience self-help strategy 
  • Collaborate to design and implement the development of our long term support strategies focusing on the Customer journey
  • 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
  • Partner and act as a resource to business teams in executing process improvement project execution
  • Lead planning initiatives that translate business strategy into action by working with cross-functional colleagues to inform and influence their decision making
  • Analyze data and apply business knowledge to derive insights and recommendations
You're the missing piece of the puzzle
  • 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
  • Proactive Time Management & Prioritization: You thrive on your ability to manage multiple high-volume projects simultaneously while staying very organized
  • 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 and are not afraid to get your hands dirty 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
  • 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 and proven experience with business analytics 
Great-to-haves
  • Healthcare experience (Asset) 
  • Post-secondary diploma/certification or equivalent 3-5 years of work experience in progressive positions
A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here.

       Accessibility

       TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment             practices and all qualified applicants will receive consideration for employment.


       We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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