Senior Manager, Strategy & Experience Design

Req Id: 413343
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re 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’s 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’s 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.

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

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

• Provide analytical insight to answer questions from the executive and other teams
• Ownership of transforming end-to-end customer/agent experiences, from design thinking to solution implementation
• Lead and manage a team of strategy, design & delivery specialists driving customer innovation, transformation and continuous improvement across the customer/ agent experience
• Develop, lead and coach/ mentor direct reports, including ongoing strategies to ensure proactive talent acquisition and retention
• Develop a deep understanding of customer/agent experiences, cost drivers, and other negative business impacts
• 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

Critical Qualifications

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

Preferred Qualifications

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

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Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: ManagementJob Status: Regular Term - Full TimeJob 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 ‘Hybrid’, 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’t just accept difference - we celebrate it. We’re 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 [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, ON, Toronto
Bell, one of Canada's Top 100 Employers.
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