Business Analyst, Training Transformation

About the role

Welcome to TELUS Digital , where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS , one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. The Business Analyst, Training Transformation plays a critical role in ensuring that every initiative within the training transformation program is grounded in data, measured rigorously, and communicated clearly. This role is responsible for conducting quantitative and qualitative analysis across all active projects, building the reporting infrastructure needed to track performance, and delivering visualizations and ad-hoc reports that enable informed decision-making by project managers, the program manager, and senior leadership.

Responsibilities

• Data Analysis & KPI Measurement
• Conduct thorough numerical and statistical analysis to support training transformation initiatives
• Calculate and track KPIs across projects, including time savings, cost reductions, efficiency gains, and gross margin impact
• Analyze training operational data to quantify the before/after impact of implemented changes - Identify trends, patterns, and anomalies in operational data that inform program decisions
• Support discovery projects by providing the analytical foundation for identifying bottlenecks and inefficiencies
• Process Mapping
• Document current-state training workflows using process mapping methodologies (e.g., swim lane diagrams, value stream maps)
• Identify inefficiencies, redundancies, and improvement opportunities within mapped processes - Support the design of future-state processes in collaboration with Project Managers and Training SMEs
• Maintain a library of process maps that serves as a reference for standardization efforts
• Reporting Infrastructure & Data Collection
• Design and build reporting instruments to capture data from training operations on an ongoing basis - Partner with IT and Operations teams to ensure data pipelines and collection mechanisms are reliable and scalable
• Define data governance standards for the transformation program - what is measured, how, and how often
• Ensure consistent data definitions and metrics across all project workstreams
• Dashboards & Data Visualization
• Build and maintain dashboards that provide real-time visibility into program and project performance
• Design visualizations that make complex operational data accessible and actionable for diverse audiences
• Tailor reporting views for different stakeholders - operational detail for PMs, summary metrics for leadership
• Ensure all dashboards are kept current and reflect the latest project data
• Ad-Hoc Reporting & Analysis
• Respond to ad-hoc data requests from Program Managers, Project Managers, and senior leadership
• Build ad-hoc reports that answer specific business questions and can be repurposed as reusable reporting solutions
• Conduct root cause analysis to investigate performance gaps or unexpected results in training operations
• Prepare presentation-ready data summaries for stakeholder reviews and client meetings
• Collaboration & Knowledge Sharing
• Work closely with Project Managers to ensure every initiative has a clear measurement plan from the outset
• Partner with Training SMEs to understand qualitative training performance indicators and translate them into measurable metrics
• Contribute analytical rigor to the Training Center of Excellence by documenting measurement frameworks and best practices
• Support the Program Manager in preparing executive-level reporting packages
• Required Experience:
• 3+ years of experience in business analysis, data analysis, or a related role
• Strong proficiency in data analysis tools (Excel, SQL, Power BI, Tableau, or equivalent)
• Experience with process mapping methodologies and tools (Visio, Lucidchart, or equivalent)
• Demonstrated ability to calculate and communicate operational KPIs and business metrics
• Experience building dashboards and reporting solutions for operational or project environments
• Strong attention to detail and data accuracy
• Ability to translate complex data into clear, concise narratives for non-technical audiences
• Experience in training, learning & development, or operations environments is a plus
• Key Success Metrics
• Accuracy and completeness of KPI tracking across all active transformation projects
• Timeliness and quali

Benefits

Additional Information

Business Analyst, Training Transformation Location: Guatemala / El Salvador Work style: Hybrid Modality : Full-time

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