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Innovation leader / Process Improvement Lead

Innovation leader / Process Improvement Lead

TELUS Digital

12 years

0 Lacs

noida uttar pradesh india

Posted:1 week ago| Platform:

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Skills Required

drive synthesize data analysis consistency estimating technology analytics consulting crm metrics model storytelling presentation power tableau excel sql software ai management leadership testing teamwork diversity design enablement agile content risk support healthcare

Work Mode

On-site

Job Type

Full Time

Job Description

Position: Innovation leader / Process Improvement Lead

Work Shift: Night Shifts - All 5 Days WFO - Noida Sec 135

About the Role:

As an innovation leader, you'll be the central coordinator of several innovation initiatives for clients operations & processes, ensuring objective alignment and systematic execution. You'll be responsible for providing actionable insights, compelling narratives, and to propose and drive business transformation initiatives for clients.

Key Responsibilities:

Synthesize data analysis into compelling narratives for different stakeholders (internal/external).
Partner with the client success leader to identify and prioritize innovation opportunities across clients CX operations
Lead and mentor a team of 3–4 business analysts, setting priorities and ensuring quality and consistency of insights
Champion continuous-improvement initiatives by developing business cases, estimating ROI, and driving execution with cross-functional teams
Collaborate with operations, process excellence, and technology teams to implement recommendations and track outcomes

Skills and Qualifications:

7–12 years of experience in analytics, consulting, or process-improvement roles within BPO/CRM environments
Deep understanding of contact-center metrics (CSAT, FCR, AHT) and customer-journey mapping
Proven track record of leading teams, influencing C-suite stakeholders, and delivering measurable business impact
Comfortable operating in a global, multi-geography delivery model, liaising across NA, EU, APAC sites
Strong analytical acumen for interpreting complex data patterns and conducting root-cause analysis
Exceptional storytelling, presentation, and consulting skills for executive-level communication.
Proficiency in BI tools (Power BI, Tableau), Excel, SQL, and familiarity with analytics software or AI platforms
Project management and leadership capabilities, including stakeholder influence and cross-team coordination
Process-improvement expertise and intellectual curiosity to drive testing and actionable change.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

We passionately put our customers and communities first
We embrace change and innovate courageously
We grow together through spirited teamwork

At TELUS,

About TELUS Digital: TELUS Digital (NYSE: TIXT)

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Innovation leader / Process Improvement Lead