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

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 processes
• Creation of customer journey maps and UIs
• Be the voice of the customer while aligning with business priorities
• Experience 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 Programs
• Prioritization 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.

CRITICAL QUALIFICATIONS

• Experience 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 process
• Creative and strategic thinker and problem solver who is able to build new processes
• Strong verbal / written communication, presentation, and facilitation skills
• Strong change and project management credentials
• Interest 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

• Travel as required
• Off normal hours (evening and weekends) at times
• Bilingualism is an asset (English and French)
  

  EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

KEY RESPONSIBILITIES

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 VA
• Plan 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 roadmaps
• Guide project stakeholders in reframing their questions and assumptions into research goals
• Partner with other quantitative data teams and bring in other data sources
• Build a customer-centred culture in BizOps through sharing work, research, and collaboration
• Deliver updates to leadership team to clearly articulate status of high-impact projects
• Foster culture of learning and collaboration with various teams to deliver change

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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