Business Process Analyst

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility 

Our Process Excellence Analysts are integral to our Business Operations Modernization & Support team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). 

The Opportunity 

As a Process Excellence Analyst, you'll serve as a strategic advisor, partnering with organizations to transform their operational landscape through data-driven process optimization and innovation. Leading cross-functional initiatives, you'll leverage advanced analytics, Lean Six Sigma methodologies, and emerging technologies, including AI, to identify inefficiencies, design and implement scalable solutions, and drive measurable business outcomes. This role combines deep analytical expertise with change management capabilities to deliver sustainable process improvements across the enterprise, while providing thought leadership and building client relationships to ensure long-term operational excellence. 

Responsibilities 

• Conduct thorough assessments and evaluations of existing business processes
• Identify areas for improvement, inefficiencies, and bottlenecks
• Perform detailed process mapping and documentation
• Analyze data to identify trends and improvement opportunities 
• Develop and implement process improvement solutions 
• Create standardized procedures and workflows 
• Lead process optimization initiatives 
• Monitor and measure the effectiveness of implemented changes 
• Coordinate with various departments and stakeholders 
• Manage improvement projects from conception to implementation
• Track and report on project progress and outcomes 
• Ensure project deliverables meet timeline and quality expectations 
• Create and maintain process documentation 
• Develop training materials and standard operating procedures, and provide coaching to staff on new processes
• Support process improvements through change management
• Utilize Lean Six Sigma tools and methodologies 
• Apply process mapping techniques 
• Use data analytics tools for process analysis 
• Implement continuous improvement methodologies
• Leverage AI to maximize scale and efficiency

Qualifications

• Certification in Lean Six Sigma (Green Belt or Black Belt required)
• Bachelor's degree in Business Administration, Industrial Engineering, or related field
• 2-5 years of experience in process improvement or a related field 
• Strong analytical and problem-solving abilities 
• Proficiency in process mapping tools and techniques
• Experience with data analysis and reporting tools 
• Knowledge of continuous improvement methodologies
• Excellent communication and presentation skills
• Strong project management capabilities 
• Ability to work collaboratively with cross-functional teams 
• Change management and stakeholder management skills

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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