Senior Business Analyst

Who We Are

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.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility

This role will operate remotely in Romania with occasional site visits to our offices in Sofia, Bulgaria or Bucharest, Romania.

The Opportunity

TELUS Digital is seeking a Senior Business Analyst to lead and mentor a team of analysts within the CX Digital Evolution department. This position will drive 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

• Lead and mentor a team of Analysts, providing day-to-day guidance, coaching, and professional development support to elevate team capabilities

• Set standards and best practices for requirements gathering, analysis, and documentation across the BA team; reviews and quality-assures deliverables produced by team members

• Lead 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

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