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.

 Do you enjoy analysis and diving into data to understand performance and solve business problems?

 Are you a high performer with a passion for driving results? 

Are you a self-starter with high degree of initiative and energy?

 If you answered an enthusiastic YES to the above, this role could be for you!

 Being at the forefront of strategy, analytics and execution, we are always in need of talented people who like to get things done.  If you are looking for more than just another place to work and are not afraid of challenges, we would like to hear from you.

 The Customer Operations organization manages the service experience for residential, wireless and small business customers, comprising strategy development, daily operations, tools and processes, loyalty & retention and leveraging big data and artificial intelligence. As a member of the Customer Operations organization, the successful candidate will work within the Loyalty & Retention Team, to support an important customer experience program.

Specialist, Loyalty and Retention

Our goal is to create loyalty and high Net Promoter scores for our Bell customers, by creating a positive customer experience.

 As a specialist on our Retention & Loyalty Team, you will be part of an enthusiastic team who are responsible for special customer experience programs that treat our high value base.  Specifically, this role focuses on the important function of analytics, and designing and managing performance scorecards that will support the expansion of an important customer experience program that offers special status and treatment to enrolled customers.

 If you are passionate about results, driven by a natural curiosity to understand performance trends and drivers, and you are creative in solution building, this is a great opportunity for you.

You will have the opportunity to work with various teams across Bell who support this important program, to drive best in class results. 

 Key Responsibilities

• Create & maintain scorecards which will be designed to various program key performance indicators
• Compile and analyze results on a weekly, monthly and quarterly basis with insights, with the responsibility to understand trends, root causes driving performance, generate insights and action plans
• Complete deep dive analyses. Create and execute recommendations to improve trends, when required
• Create executive level presentations and share results, insights and action plans
• Additional responsibilities to support program development and maintenance may be required

 Critical Qualifications / Competencies

• University degree in Business, Economics, Marketing, Statistics or a related discipline
• Proven experience in analytics – ability to gather, organize and manipulate data
• Strong ability to interpret data, in order to deliver clear and concise insights to various stakeholders, with confidence
• Excellent communication skills (verbal and written)
• Experience with presenting to various levels of Management & Executives
• Naturally inquisitive about results – a desire to understand performance trends and driving factors
• Experience with scorecard development and maintenance
• Organized, with the ability to manage multiple deadlines & adapt in an ever-changing environment
• Ability to work in and lead in a cross-functional environment, to fulfill objectives
• Advanced knowledge of Microsoft Office applications, specifically Excel & PowerPoint
• Program execution experience an asset
• Experience with SAS is an asset
• 3+ years experience in Telecommunications or similar industry