AI I Process Consultant

Key Skills

Java Programming, Python Programming, C++, C Programming, SQL, Cloud computing, Scala Programming, Machine learning techniques, Data science techniques, MATLAB Programming, PyTorch, TensorFlow, R Programming

Job Description

The Process Consulting Services (PCS) team is a high-performing team who drives results through creative thinking and problem-solving, coupled with precision execution and performance measurement. We operate in the demanding and fast-paced area of emerging products and lines of business, off the beaten path where we must navigate ambiguity together in a collaborative environment and continually develop and execute on a roadmap to drive value to the business.

The team is looking for a professional Customer Journey Map (CJM) consultant who is experienced in project management, process improvement, and analytical skills to drive process innovation for our clients or potential clients in the space of the process and digital transformation.

Key responsibilities

Work with internal and external stakeholders leading Customer Journey Map creation. Will perform side-by-side sessions with SMEs, interviews, surveys and general business research will develop documents with existing business processes and will work on designing the best-in-class process with all knowledge gained from evaluating the Customer Journey Map. Will prioritize opportunities and define detailed recommendations leveraging TELUS International Digital Solutions to improve the customer pain points.

In this position, the ideal candidate will utilize a process improvement toolkit, project management, and change management methodologies in combination with design thinking to build the right business recommendations including digital solutions, process,es and outsourcing. Engagements are done in a short period of time which will demand the candidate to adapt to different environments, situations and clients.

Previous education

· Bachelor degree (required). Preferably in Business, Engineering, Computer Science or equivalent combination of education or experience.

• Master degree (desirable). Preferably in Business Administration, Logistics, Finance or equivalent.
• Postgraduate degree (desirable).

Value to the organization

• Provide consulting to TELUS International leadership and clients to enable digital strategy.
• Generate revenue through successful completion of internal or external consulting projects.
• Generate value to TELUS International by assessing and solving critical opportunities and attracting clients to outsourcing, digital and other professional services.

Technical skills

• Minimum 5 years experience in a similar role or working with process improvement initiatives (required).
• Vast experience with GSuite or Office tools, Visio or Lucidchart and Minitab or other statistical software (required).
• Lean Six Sigma / Customer Journey Mapping experience (required)
• Experience documenting processes, SOPs and playbooks (required). 
• Contact center industry knowledge (required).
• Management consulting and/or strategic planning background (desirable).
• Understanding of TELUS International Digital Solutions offers and products (desirable).
• Design Thinking knowledge and experience (desirable).
• ITIL 4 Knowledge (desirable)

Non-technical skills

• Excellent communication and interpersonal skills; ability to interface at all levels of the organization, including facilitation consultation, negotiation and influencing skills to impact decisions.
• Demonstrated ability to apply formal project management tools and methodologies
• Advanced problem solving and risk management skills and ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Process Redesign: Able to analyze and assess current processes and redesign them for operational efficiency
• Relationship Builder: Able to build positive working relationships with all levels of management (including Directors and VP’s)
• Coaching Skills: Inspires confidence and thoughtful discussions among-st team members and individuals to achieve goals
• Change Manager: able to navigate your team through ambiguity and inspire positive change
• Creative and Innovative Thinker: able to be the driving force behind innovation and support business success
• Time Management: strong organizational skills with the ability to scope out difficult tasks, set objectives and goals, develop schedules, prioritize multiple activities, and anticipate roadblocks
• Proactive: takes initiative and ownership of understanding escalation drivers across multiple channels as well as initiating required program enhancements through to resolution

*Travel is required. US Visa and Canadian Visa is desirable.