Job Description

Req Id: 413343

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content \xe2\x80\x93 we advance how Canadians connect with each other and the world.

If you\xe2\x80\x99re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell\xe2\x80\x99s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Summary :

We are Bell\xe2\x80\x99s forward-thinking team creating the ultimate service experience for our residential, wireless and small business consumers. Through collaborative partnerships in a cross-functional team, you will be part of championing customer experience across all Bell channels.

• Responsible for all digital experiences and sales for our customers
• Lead strategic development and execution of day-to-day operations
• Design end-to-end experiences for our agents and 24 million customer connections
• Leverage big data and artificial intelligence to deliver personalized experiences
• Practice design thinking and innovative approaches to deliver value

We offer great leadership opportunities and have the best in-class executive exposure in the organization.

The Role

As part of the Strategy, Design & Delivery team, you will report to the Director, Program Management leading and managing a team of Customer Experience Design Specialists tasked with driving multiple innovative strategic projects transforming the customer and sales/service agent experience.

You will lead and manage the continued improvement & optimization of our customer operations teams with focus on digital enhancement of our customer service ecosystem. You will lead and manage the financial benefit and end-to-end problem definition analysis, end-to-end solution design, implementation and monitoring, involving extensive collaboration with other teams.

Key Responsibilities :

• Lead and manage a team of strategy, design & delivery specialists driving customer innovation, transformation and continuous improvement across the customer/ agent experience
• Develop a deep understanding of customer/agent experiences, cost drivers, and other negative business impacts
• Ownership of transforming end-to-end customer/agent experiences, from design thinking to solution implementation
• Build strong partnerships with cross-functional stakeholders to socialize issues, develop strategies, and drive the case for change
• Build and deliver material to gain support and drive action among stakeholder groups, including the Executive team
• Provide analytical insight to answer questions from the executive and other teams
• Develop, lead and coach/ mentor direct reports, including ongoing strategies to ensure proactive talent acquisition and retention

Critical Qualifications :

• 5+ years of overall experience with 2 to 3 years of recent experience in a senior leadership role managing a team of direct reports in a customer-first, customer experience portfolio within a large enterprise environment
• An established track-record of operating with customer-first mindset; with a motivation to deliver superior customer experience
• Experience leading and optimizing end-to-end customer experience improvements, from design to solution delivery
• Experience building and retaining high performing teams
• Proven ability to build strong relationships, work effectively in a collaborative team, and adapt quickly to ever-evolving environments
• Strategic, analytical, results-driven and financial acumen who is exceptionally adept with quantitative and qualitative analyses
• Compelling storyteller, who distills complex problems into concise summaries, delivers executive-level presentations
• Skilled at stakeholder engagement, problem-solving, and motivating virtual teams
• Proven record leveraging cross-functional resources to lead initiatives or develop technical solutions.
• Confidence and presence in your ability to connect with experts/colleagues, seek customer voice, and proposing of transformative solutions
• Post-Secondary degree/diploma/certification in business or equivalent and relevant experience

Preferred Qualifications :

• Design Thinking and Agile tools (i.e. Confluence, Jira, Miro) experience
• Telecommunications experience, IT, Technology, Finance, or exposure to a variety of strategic roles
• Customer operations and digital experience
• Excellent project management and change management skills
• Experience in SAS or SQL is an asset
• Proven record delivering measurable outcomes on complex projects in a stakeholder-rich environment
• Experience translating concepts into capability, resource, and product/service requirements
• Involved in large-scale transformational projects and operations as an analyst/developer/project manager
• Valued for executing cutting-edge projects with technology components in a complex, matrixed environment
• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations
• Fully versed in all office applications (Outlook, Word, Excel, PowerPoint)
• PMP, PRINCE2 or Agile certification is an asset
• MBA considered a strong asset

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular Term - Full Time
Job Location: Canada : Ontario : Toronto || Canada : Manitoba : Winnipeg || Canada : New Brunswick : Moncton || Canada : Newfoundland : St. John\'s || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 08/11/2023

For work arrangements that are \xe2\x80\x98Hybrid\xe2\x80\x99, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don\xe2\x80\x99t just accept difference - we celebrate it. We\xe2\x80\x99re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at .

Created: Canada, ON, Toronto

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