Sr. Business Analyst - CXAI

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 Senior Business Analyst leads and mentors a team of Business Analysts within the CX Digital Evolution department while driving complex solution implementations, impact measurement frameworks, and senior stakeholder engagement. This role combines hands-on analytical delivery with team leadership, setting standards, developing BA capabilities, and ensuring all initiatives deliver measurable, aligned business outcomes.

Responsibilities

• Solution Implementation & Team Leadership
• Leads and mentors a team of Business Analysts, providing day-to-day guidance, coaching, and professional development support to elevate team capabilities
• Sets standards and best practices for requirements gathering, analysis, and documentation across the BA team; reviews and quality-assures deliverables produced by team members
• Leads requirements gathering and analysis for complex, high-impact solutions and system implementations; delegates and oversees similar workstreams managed by BAs on the team
• Collaborates with stakeholders to identify business needs and translate them into functional specifications; guides BAs in applying the same approach on their respective projects
• Ensures alignment between business objectives and technical solutions at a portfolio level, and supports BAs in achieving the same on individual initiatives
• Proactively identifies and mitigates functional risks that could impact solution scalability or user adoption; instills risk-awareness disciplines within the team
• Acts as an escalation point for the BA team on complex analytical, stakeholder, or delivery challenges
• Impact Tracking & Measurement
• Establishes pre-implementation baselines to ensure measurable comparison against post-launch outcomes; coaches BAs on applying this approach consistently
• Develops and implements frameworks to measure solution effectiveness and ROI; ensures the team applies and iterates on these frameworks across all initiatives
• Defines KPIs and success metrics for new initiatives; reviews and approves metrics defined by team BAs to ensure rigour and alignment with organizational goals
• Creates dashboards and reports to track adoption rates, performance improvements, and business outcomes; guides team members in developing similar reporting capabilities
• Conducts post-implementation reviews and recommends optimization strategies; facilitates retrospectives with BAs to embed continuous improvement as a team discipline
• Validates data integrity within dashboards to ensure senior management is making decisions based on single source of truth metrics; holds the team accountable to the same standard
• Stakeholder Management
• Partners with cross-functional teams at a senior level while supporting BAs in managing their own stakeholder relationships effectively
• Translates complex data into compelling narratives and actionable insights for executive leadership; coaches BAs in developing this communication skill
• Presents findings, recommendations, and impact assessments to senior management; prepares and supports BAs in delivering similar presentations where appropriate
• Manages expectations and communicates project status effectively across multiple concurrent workstreams, and ensures the BA team does the same on their portfolios
• Champions the role and visibility of the BA function internally, advocating for appropriate resourcing and recognition of the team's contributions
• Team Development & Governance
• Provides ongoing coaching, structured feedback, and performance guidance to BAs on the team; supports their growth toward greater autonomy and seniority
• Facilitates team rituals such as knowledge-sharing sessions, peer reviews, and workshops to build collective capability and foster a collaborative team culture
• Partners with the BA Team Leader to identify skills gaps, contribute to hiring decisions, and shape team development plans
• Supports onboarding of new BAs, ensuring they are equipped with the tools, frameworks, and context needed to contribute effectively from day one
• Administrative Responsibilities
• Complies with all internal rules and regulations of the Company.
• Models and re

Benefits

Additional Information

Sr. Business Analyst - CXAI Location: Guatemala / El Salvador Work style: Hybrid Modality : Full-time

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at telus-digital? Share your experience