Description

Our team and what we’ll accomplish together

We have an exciting opportunity for you to join our Customer & Channel Insights team in TELUS Consumer Service (TCS).

Our team uses data & analytics to support 15,000 global team members across a number of internal teams. We use data from over 12 million annual customer interactions to feed our bespoke Frontline Performance (FLP) Tool & Customer Feedback solutions, and support informed decision making across our Contact Centre and Field Operations teams .

You will be at the forefront as we work together to design and build the next generation BI platform based on the Google Cloud Platform (GCP) using technologies and tools that will include SQL, Python, BigQuery, Looker, and GitHub.

What you’ll do

• Produce visualizations, dashboards, reports and complete ad hoc data analysis with high quality, accuracy aimed at balancing delivering on future goals faster and more reliably while ensuring operations have immediate insight into their operations.
• Visualize and report data findings creatively in a variety of visual formats that provide insights to the organization
• Influence how we approach business challenges and opportunities by driving the adoption of a data mindset approach
• Build and maintain a strong engagement with key stakeholders to understand business needs and priorities
• Provide support and expertise for deployments of upgrades and enhancements to products
• Responsible for working with team members, which could include peers, third party teams, developers, testers and Business Analysts, to understand and ensure smooth operations of the services required/requested by the business
• Anticipate, understand, troubleshoot and fix problems using technical expertise and problem solving skills to restore service, assist in identifying root cause and recommend fixes
   

Qualifications

What you bring 

• 5-7+ years experience as a Data Scientist or similar role, you’re a strategic thinker who is comfortable with investigating and resolving unfamiliar issues.
• 5-7+ years experience in writing SQL queries and programming in Python
• 5-7+ years experience in storytelling using Tableau
• Bachelor's degree in Data Science, Computer Science, Statistics, or related field.
• Proficiency in Looker Suite (LookML, Looker Studio, Looker Explore)
• Strong knowledge of data management and visualization techniques
• Affinity for statistical analysis and predictive modeling
• Strong project management skills; able to identify needs, develop effective solutions, and manage projects through to completion
• Strong team-player with the ability to engage with all levels of the organization including the ability to convey conceptual information and idea to business partners and stakeholders
• You’re highly motivated, creative and self-sufficient with ability to work successfully under pressure

Great-to-haves

• Knowledge of contact centre and field delivery operational and performance metrics
• Fast learner with an entrepreneurial spirit
• Strong analytical and problem solving abilities