Senior Manager, Business Strategy

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world‑class networks, AI‑powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting‑edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on Team Bell.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell’s Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer‑centric processes, policies, products and services, while upholding our Customer‑First Commitments to make it easier for customers to do business with Bell.

As part of our team, you will be at the heart of our customer experiences.

Summary

We are seeking a high‑caliber, forward‑thinking Senior Manager, Business Transformation to serve as a pivotal strategic engine within our Customer Experience leadership team. In this role, you will act as a primary driver of executive‑level narratives, translating complex operational and technical shifts into compelling C‑suite deliverables (CEO, Board of Directors, and Cross‑Functional Executives). You will anchor critical enterprise planning cycles—including annual strategic blueprints (May Strat, October Plan) and high‑impact Strategic Deep Dives—while charting our multi‑year transformation agenda.

Key Responsibilities

• Executive Storytelling & Deliverables: Own the end‑to‑end development of C‑level presentations, strategic white papers, and executive briefing decks. Translate complex quantitative data and operational concepts into crisp, visually polished, board‑ready narratives.
• Strategic Business Planning Cycles: Orchestrate and drive critical business planning cadences, taking full ownership of content formulation, financial alignment, and cross‑functional synthesis for May Strat and October Plan milestones.
• Strategic Deep Dives & Analysis: Spearhead rigorous diagnostic deep dives into operational opportunities, cost‑to‑serve optimization, digital adoption, and journey transformation to unlock sustainable business value.
• 0–2 Year Strategy Incubation: Shape the forward‑looking transformation roadmap, establishing business cases, strategic pillars, and governance models for next‑generation operational capabilities.
• Cross‑Business Unit (XBU) Alignment: Partner closely with peers across Operations, Technology, Finance, Digital, and Marketing. Rally diverse stakeholder groups around unified strategic priorities and ensure frictionless execution.
• Ground‑Up Solutioning: Navigate ambiguity with agility, taking broad or undefined challenges and structuring them into executable frameworks, clear roadmaps, and measurable outcomes.

Critical Qualifications

• Strategic Mindset & Problem Solving: Proven track record (7+ years) in corporate strategy, management consulting, or enterprise business transformation, with strong commercial acumen.
• Executive Communication & Writing: Exceptional written and verbal communication skills, with demonstrated ability to frame arguments concisely for senior leadership.
• Advanced Presentation Design (PowerPoint): Mastery in structuring slide‑based narratives and executive presentations, combining strong graphic sensibility with precise messaging.
• Cross‑BU Stakeholder & Relationship Management: Proven ability to build trusted partnerships with executive leaders and influence cross‑functional teams without direct authority.
• Time & Project Orchestration: Outstanding organization and time management, with a track record of delivering high‑stakes materials under tight executive deadlines.
• Collaborative Leadership, active listening, and a team‑first mindset that fosters trust and cross‑silo cooperation.

Preferred Qualifications

• Advanced Business Education: An MBA or equivalent advanced degree in Business Administration, Strategy, or Finance
• Customer Experience (CX) Domain Acumen: Understanding of modern contact center environments, customer service operations, and CX performance drivers (e.g., FCR, NPS, cost‑to‑serve).
• Next‑Gen AI & Tech Familiarity: Exposure to AI‑driven customer service platforms and modern contact center architectures (e.g., Google CCaaS, CCAI, agent desktop automation, conversational AI).
• Comfort with Ambiguity: Demonstrated resilience and initiative when building