Req Id: 422145 

 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

 

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. 

 

Summary\r

Reporting to the Senior Manager Customer Experience Strategy this individual will work to safe guard customer experience through research, development and application of best practice.  This individual will manage two core streams to transform our Virtual assistant:

 

Experience Validation: consult and influence project decisions to create the best customer experience for internal and external tools and processesCreation of customer journey maps and UIsBe the voice of the customer while aligning with business prioritiesExperience Innovation: leverage Design Thinking methods to conduct exploratory (define problem space and user needs) and evaluative (refine solutions and measure customer satisfaction) research via surveys, interviews, and workshops Identify new or support opportunities during the Deep Dive/ Planning Cycle/ Pilot ProgramsPrioritization of features and backlog creation

 

These programs are revolutionizing the business and establishing guard rails for the expansion of generative AI. This individual requires solid project management, leadership and problem solving skills with the ability to manage deliverable execution and collaborate with cross-functional teams.  A strong communicator and influencer, this individual must be resilient and use creativity to challenge the status quo. 

Key Responsibilities\r

The individual will lead research and design strategy for the VA customer experience. This role requires collaboration with teams across BizOps, Operations, and Google to coordinate alignment across each business unit. They will:

Drive containment of the customer experience within the VAPlan and conduct a wide range of research projects end-to-end to uncover insights that contribute to our understanding of our customers and frontline employees and leads to clear opportunities for Virtual assistant projects and strategic roadmapsGuide project stakeholders in reframing their questions and assumptions into research goalsPartner with other quantitative data teams and bring in other data sourcesBuild a customer-centred culture in BizOps through sharing work, research, and collaborationDeliver updates to leadership team to clearly articulate status of high-impact projectsFoster culture of learning and collaboration with various teams to deliver changeCritical Qualifications\rExperience successfully scoping and managing research engagements throughout the design process in collaboration with cross-functional stakeholders (operations, design, product, projects, IT)An understanding of the strengths and shortcomings of different research methods, including when and how to apply them during the design and project delivery processCreative and strategic thinker and problem solver who is able to build new processesStrong verbal / written communication, presentation, and facilitation skillsStrong change and project management credentialsInterest in content creation and design (mostly for digital media, layout and graphic design, website design, etc.)Base knowledge of UX principles and research methods considered an asset

 

Additional Requirements\rTravel as requiredOff normal hours (evening and weekends) at timesBilingualism is an asset (English and French)

 

#EmployeeReferralProgram

 

Adequate knowledge of French is required for positions in Quebec. 

 

Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal 
Flexible work profile : Mobile
Application Deadline: 02/28/2025 

 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

 

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

 

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

 

Created: Canada, ON, Toronto

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