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

 The Digital Strategy and Performance Team is responsible for driving self-serve adoption across Bell Mobility’s customer base.  We develop customer insight, drive requirements and delivery of large projects, create online adoption strategies, champion the online customer experience and work with our partners to roll out new digital tactics and strategies.

 We are looking for someone with a strong data analysis, consulting and/or strategy background, who leverages their creative thinking and who can drive programs forward. This is a high visibility, high responsibility role. You will own end to end strategy, performance and roadmap of key mobility postpaid transactions across our websites and apps. A big part of this role is ability to engage and influence to represent digital interests across the organization.

 Job duties / accountabilities:

• Develop deep understanding and take ownership of select mobility transactional flows, including business rules, user experience and code level logic across our websites and apps.
• Effectively engage, lead and influence cross functional teams (IT, Operations, Marketing, Brand, Legal, Communications, etc.) to deliver the highest level of quality on all projects within committed timelines and scope, and meeting all project requirements and deliverables to increase digital adoption/transactions
• Identify strategic self-serve opportunities and related solutions to deliver benefits above committed project deliverables
• Take charge of weekly data analysis to understand customer behaviour and explain drivers for customer interactions and trends
• Provide insights on areas of opportunity to increase online adoption
• Provide regular updates on roadmaps, obtain funding and manage timelines and budget
• Develop forecasts and business cases, and be able to back up numbers 
• Create executive strategy presentations, communicate results, forecasts, and strategy plans
• Conduct post-mortems on projects and propose actions to improve performance
• Support the development of short-term and long-term planning cycles through data analysis
• Map out critical processes and redesign current processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.
• Provide operational support; identify incidents and raise to the appropriate support teams for investigation and resolution
• Conduct occasional competitive benchmarking analysis

 Critical Qualifications:

• Undergraduate Degree – Business/Engineering is ideal
• Minimum of 2 years of analytical, consulting or strategy experience
• Experience managing and implementing projects in both agile and waterfall environments
• Experience working with and good understanding of software development, app and website technology
• Ability to work well with a team
• Proven experience in presenting to mid/senior level management
• Business acumen and strong analytical and problem solving skills
• Ability to work independently, self-motivated, organized and self-disciplined
• Proven ability to quantify and analyze customer data/results in a concise easily understood format tailored to the audience
• Strong oral and written communication skills required

 Preferred Skills: 

• Strong negotiation skills, ability to negotiate and influence others
• Experience with SAS, SQL, Microstrategy, Tableau
• Digital experience with an understanding of software development for web and app
• Excellent relationship building and stakeholder management skills
• Strong work ethic, great attention to detail
• Ability to prioritize multiple deliverables with competing tight deadlines