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.

As part of the Strategy, Design & Delivery team, the successful candidate will report to the Senior Manager, Program Design & Delivery and lead multiple Projects & Analysis.  Our team focuses on a ‘win the household’ strategy and works with cross-functional teams to improve the customer experience while advancing areas of strategic focus.  

This role entails leading the expansion of X-Sell, X-Save & X-Serve programs.  As well as soliciting and implementing feedback from operational groups to ensure agents are equipped with the right tools, knowledge, soft-skill, and offers to support our customers.  The successful candidate will own end-to-end problem definition analysis, solution design, implementation and monitoring, involving extensive collaboration with other teams
 

Key Accountabilities:

• Lead delivery of key initiatives improving Sales and Customer Service experience across Customer Operations. 
• Collaborate with partners (IT, Operations, Marketing, etc.) across the organization to deliver on Household Sales & Service strategy. 
• Effectively engage, lead and influence cross-functional teams to deliver the highest level of quality on all projects within committed scope, budget, schedule and quality. 
• Partner with Sr. Manager & Director team to develop strategic executive presentations to provide insights and updates where required. 
• Use analytic skills to identify new opportunities for selling, customer service and process improvements. 
• Conduct program deep dives and regularly present findings and recommendations. 
• Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, Scheduling, Budget, Action Registers, etc.)

 

Critical Qualifications:

• Experience in project design & delivery with strong track record of achieving expected benefits
• Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
• Highly organized, detail-oriented and the ability to manage multiple projects simultaneously
• Action oriented and demonstrated ability to deliver results
• Ability to work with change/ambiguity, in a competitive environment where priorities change frequently
• Strong leadership and influencing skills
• Strong analytical skills and ability to develop an approach to solve problems is a must (experience with SAS, Teradata, and/or SQL is an advantage)
• Previous experience in telecommunication, retail stores, call center and business analysis is an asset
• Project Management designation/certification is an asset