Innovation leader / Process Improvement Lead

Role Overview: As an innovation leader/Process Improvement Lead, you will play a crucial role in coordinating various innovation initiatives for clients" operations and processes. Your primary responsibility will be to ensure alignment of objectives and systematic execution of these initiatives. Your role will involve providing actionable insights, creating compelling narratives, and driving business transformation initiatives for clients. Key Responsibilities: - Synthesize data analysis into compelling narratives for different stakeholders (internal/external). - Collaborate with the client success leader to identify and prioritize innovation opportunities across clients" CX operations. - Lead and mentor a team of 34 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. Qualifications Required: - 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. Additional Company Details: TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe, and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. TELUS International partners with some of the world's most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.,