Innovation leader / Process Improvement Lead

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, we are committed to diversity and equitable access to employment opportunities based on ability.

About TELUS Digital : 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. Fueling any stage of company growth, 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. Learn more at : telusdigital.com