Strategy & Experience Design Specialist

5 months ago

Toronto, Canada Bell Canada Full time

Req Id: 413341

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.
- 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 Senior Manager, Program Design & Delivery in support of multiple innovative strategic projects transforming the customer and sales/service agent experience.

You will be tasked with supporting key initiatives and projects centered around the continued improvement & optimization of our customer operations teams with focus on digital enhancement of our customer service ecosystem. You will own 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**:

- Develop a deep understanding of customer/agent experiences, cost drivers, and other negative business impacts
- Own the transformation of 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

**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
- PMP, PRINCE2 or Agile certification is an asset
- Proven ability to manage projects with significant technology components
- MBA considered a strong asset

**Critical Qualifications**:

- 2 to 3 years of recent work experience supporting and managing customer/ agent experience projects and design initiatives within a large, customer-first environment
- An established track-record of operating with customer-first mindset; with a motivation to deliver superior customer experience
- Experience supporting, optimizing and delivering end-to-end customer experience improvements, from design to solution delivery
- 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
- Skilled at stakeholder engagement, problem-solving, and collaborating with virtual teams
- Proven record leveraging cross-functional resources to lead and support initiatives or develop technical solutions.
- Confidence and presence in your ability to connect with experts/colleagues, seek customer voice, and propose transformative solutions
- Post-Secondary degr

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