Reporting to the Senior Manager, Wireless Customer Experience Management, we are seeking a highly motivated and passionate candidate to lead business transformation initiatives with cross-functional teams to improve processes and systems in support of the evolution of the customer experience journey.

Working in tight collaboration with various product owners, business stakeholders and development teams, the candidate will participate in building the roadmap toward customer experience management by providing strategic inputs supporting implementation of the business vision with the operations.

This role provides opportunities to learn about many aspects of the wireless network, product and operations and is critical to the success of Bell.

• Lead business transformation initiatives across wireless network teams and cross business unit to improve our end to end customer experience;
• Develop and recommend business practices and processes that focus on enhanced quality, increased productivity and reduced cost
• Manage the priority of solution development with the product owner in an Agile framework aligned with the business transformation vision and stalkeholders feedbacks;
• Work with the users to adjust and develop efficient, sustainable and repeatable processes leveraging the new solutions;

Critical Qualifications

• University degree in engineering or computer science or equivalent professional experience in process improvement or telecommunications ;
• Fast learner, eager to acquire, develop critical skills in Wireless networks and 5G technologies;
• Experience with Agile methodology and implementation of Scrum framework;
• Experience with Lean/Six Sigma process improvement methodologies
• Knowledge of process mapping tools and techniques
• In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• As part of the job, this person will be required to produce documents in French & English.
• Frequent travel between Toronto and Montreal is required for this position.
• Maintaining professional relationships with French & English speaking stakeholders across Canada is critical to this position.

Preferred Qualifications

• Good data analytical skills
• Adaptable to changing and complex situations;
• Organized, self-managed. Able to balance conflicting priorities with ease;
• Ability to collaborate with others to solve complex problems;
• Excellent communication skills – oral, written, and presentation, with ability to adapt to audiences and summarize complex files;
• Ability to build and foster relationships
• Strong team player, with ability to get things done on a tight timeline;