Sr. Business Analyst - CXAI

Sr. Business Analyst - CXAI Location: Guatemala / El Salvador Work style: Hybrid Modality: Full-time WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/, where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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 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. KEY RESPONSIBILITIES: 1. 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 2. 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 3. 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 4. 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 reinforces compliance standards within the BA team. REQUIRED EXPERIENCE: Leadership & Collaboration • Proven ability to guide, mentor, and develop Business Analysts, fostering a high-performing team culture • Strong teamwork orientation with the ability to lead by example and build trust across functions • Conflict resolution and the ability to navigate ambiguity or competing priorities at team and stakeholder levels • High emotional intelligence and the ability to adapt leadership style to individuals’ needs Communication & Stakeholder Engagement • Exceptional communication skills — clear, persuasive, and tailored to audience from frontline staff to executive leadership • Stakeholder management and negotiation: ability to influence without authority across senior levels • Facilitation and workshop leadership, including the ability to design and run sessions that drive alignment and decisions • Presentation skills: confident delivery of