Job Description

Business Analyst CXAI

Location: Guatemala / El Salvador

Work style: Hybrid

Modality Full-time

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.

About the Role

The Business Analyst is responsible for driving digital transformation initiatives within the CX Digital Evolution department. This role focuses on requirements gathering, impact measurement, and stakeholder management to ensure technology solutions deliver measurable business value and align with organizational objectives.

Key Responsibilities:

1. Solution Implementation

• Leads requirements gathering and analysis for new solutions and system implementations

• Collaborates with stakeholders to identify business needs and translate them into functional specifications

• Ensures alignment between business objectives and technical solutions

• Proactively identifies and mitigates functional risks that could impact solution scalability or user adoption

2. Impact Tracking & Measurement

• Establishes pre-implementation baselines to ensure measurable comparison against post-launch outcomes

• Develops and implements frameworks to measure solution effectiveness and ROI

• Defines KPIs and success metrics for new initiatives

• Creates dashboards and reports to track adoption rates, performance improvements, and business outcomes

• Conducts post-implementation reviews and recommends optimization strategies

• Validates data integrity within dashboards to ensure senior management is making decisions based on single source of truth metrics

3. Stakeholder Management

• Partners with cross-functional teams

• Translates complex data into compelling narratives and actionable insights for executive leadership

• Presents findings, recommendations, and impact assessments to senior management

• Manages expectations and communicates project status effectively

Administrative Responsibilities

Complies with all the internal rules and regulations of the Company.

Required Experience:

Excellent level of proficiency in English (written and spoken) - minimum level B2 based on Common European Framework

• Bachelor’s Degree required; ideally in Business Administration, Information Systems, Finance, or Computer Science

• Knowledge of advanced data analytics and machine learning techniques

• Proficiency in business intelligence and data visualization tools (e.g., Tableau, Power BI, Excel, Google Sheets, Looker Studio)

• Advanced Excel: Pivot tables, VLOOKUPs, and basic modeling

• Knowledge of emerging technologies in the learning space

Great to have

• Teamwork

• Communication skills

• Readiness and resourcefulness

• Ability to work with constructive feedback and willingness to improve

• Data analysis and interpretation

• User story writing and acceptance criteria

• Risk assessment and mitigation

• Conflict resolution

• Strategic thinking

• Decision-making under pressure

• Active listening

• Stakeholder management

• Negotiation and influence

• Facilitation and workshop leadership

• Presentation skills

• Analytical mindset

• Detail-oriented yet strategic

• Proactive and self-motivated

• Adaptable and flexible

• Problem-solving orientation

• High emotional intelligence

• Integrity and accountability

• Customer-focused

• Resilient under pressure

• Continuous learner

• Diplomatic and tactful

What’s in it for you:

• Private medical and life insurance from day one

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.