Process Improvement Consultant, Winnipeg

Process Improvement Consultant/Lead Business Specialist Position overview

Are you a seasoned process improvement leader passionate about driving operational excellence and exceptional customer experiences? Join our Customer Experience PMO team to spearhead strategic initiatives that transform end-to-end customer processes and eliminate root causes of friction across the customer journey. In this pivotal role, you will lead cross-functional improvement programs that reduce escalations, optimize operational performance, and directly impact customer satisfaction, agent efficiency, and business results. This position demands both strategic thinking and rapid execution - analyzing complex challenges, facilitating breakthrough improvements, and embedding a culture of continuous improvement across the organization.Key Responsibilities

Process Analysis&Improvement

Analyze trends, customer feedback, and business intelligence to identify recurring issues, pain points, and improvement opportunities across the end-to-end customer journey Lead accountability for the design and performance of customer processes, ensuring optimal experience outcomes Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as Lean Six Sigma, 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA)Use business analytics and data-driven insights to create and drive change that improves customer and team member experiences Program&Project Leadership

Design and lead targeted improvement initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing efficiency Manage complex streams of larger programs, building and executing project/process plans using proven improvement methodologies and toolsPlan and facilitate process design and improvement workshops with cross-functional stakeholders Advocate for upstream fixes to prevent issues before they impact customers or agents Collaboration&Stakeholder Management

Collaborate with senior leaders and cross-functional teams including Customer Support, Product Management, Operations, and Quality Assurance to implement sustainable solutions Build strategic business partnerships with multiple operational teams by demonstrating thorough knowledge of business capabilities and delivery processesSupport and present at governance and cross-functional change management forums Communicate clearly with stakeholders about progress, risks, and results of improvement programs, tailoring messaging for diverse audiences—from frontline teams to senior executives Performance Management&Culture Building

Track, measure, and report on the impact of implemented changes on escalation rates, process performance, and customer/agent satisfaction Drive a culture of continuous improvement, urgency, ownership, and accountability to ensure improvements are executed swiftly and effectively Coach, develop, and enable team members to leverage continuous improvement methodologies like Lean Six Sigma, Own.it, and Fair ProcessMentor junior colleagues on best practices in process excellence and escalation management Mandatory Requirements

Schedule flexibility Availability to work on-site or work from home Required Qualifications

English Level B2 - C1 Process Improvement Expertise: Proven experience applying Lean, Six Sigma, or other process improvement methodologies in customer-facing or operationally complex environments, ideally in telecommunications, technology, or related industries Analytical Excellence: Strong analytical skills with the ability to translate quantitative and qualitative data into actionable business recommendations and identify trends in complex problemsProject Leadership: Demonstrated success independently leading high-impact, cross-functional projects without direct reporting lines, delivering real-world results in compressed timeframes Operational Knowledge: Strong end-to-end operational knowledge of service delivery, customer care processes, and telecommunications/call centre environmentsInfluence&Collaboration: Advanced ability to influence the organization, gain support, and overcome resistance through data, persuasion, and relationship-building with various levels, including senior leaders (Directors/VPs) Communication Skills: Highly effective communication and presentation skills (written and verbal), able to adjust social style and messaging based on audienceChange Management: Knowledge of and hands-on experience using change management methodologies, principles, and practices Agility: Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities with focus and adaptability Technical Skills

Experience with root cause analysis methodologies (5 Whys, Fishbone diagrams, FMEA) Intermediate knowledge of project management methodologies, principles, and practices Familiarity with order management and processing tools, and escalation management processes is a plus Great-to-Haves

University degree and/or 5-7 years equivalent combination of experience and education Certified or considered an expert in at least one Process Improvement Methodology (e.g., Own.it, Lean Six Sigma Green Belt or higher, Process Redesign) Experience in high-velocity execution environments with proven track record of delivering measurable improvements in compressed timeframesAbout 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.

#J-18808-Ljbffr