Req Id: 372711
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 new ideas thrill you?
Do you enjoy implementing new projects?
Are you passionate about enhancing the online customer experience?
Do you enjoy dissecting a business question to drive performance?
If your answer to those questions is an enthusiastic “YES!” then you may be the person we’re looking for to join the Digital Strategy and Performance Team.
The Digital Strategy and Performance Team is responsible for driving self-serve adoption across Bell Mobility’s customer base. We develop customer insight, drive requirements and delivery of large projects, create online adoption strategies, champion the online customer experience and work with our partners to roll out new digital tactics and strategies.
We are looking for someone with a strong data analysis, consulting and/or strategy background, who leverages their creative thinking and who can drive programs forward. This is a high visibility, high responsibility role. You will own end to end strategy, performance and roadmap of key mobility postpaid transactions across our websites and apps. A big part of this role is ability to engage and influence to represent digital interests across the organization.
Job Duties/Accountabilities:
Develop deep understanding and take ownership of select mobility postpaid transactional flows, including business rules, user experience and code level logic across our websites and apps.
Effectively engage, lead and influence cross functional teams (IT, Operations, Marketing, Brand, Legal, Communications, etc.) to deliver the highest level of quality on all projects within committed timelines and scope, and meeting all project requirements and deliverables to increase digital adoption/transactions
Identify strategic self-serve opportunities and related solutions to deliver benefits above committed project deliverables
Take charge of weekly data analysis to understand customer behaviour and explain drivers for customer interactions and trends
Provide insights on areas of opportunity to increase online adoption
Provide regular updates on roadmaps, obtain funding and manage timelines and budget
Develop forecasts and business cases, and be able to back up numbers
Create executive strategy presentations, communicate results, forecasts, and strategy plans
Conduct post-mortems on projects and propose actions to improve performance
Support the development of short-term and long-term planning cycles through data analysis
Map out critical processes and redesign current processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.
Provide operational support; identify incidents and raise to the appropriate support teams for investigation and resolution
Conduct occasional competitive benchmarking analysis
Critical Qualifications:
Undergraduate Degree – Business/Engineering is ideal
Minimum of 4 years of analytical, consulting or strategy experience
Experience managing and implementing projects in both agile and waterfall environments
Experience working with and good understanding of software development, app and website technology
Excellent interpersonal skills
Passionate individual who wants to succeed
Ability to work well with a team
Proven experience in presenting to mid/senior level management
Business acumen and strong analytical and problem solving skills
Ability to work independently, self-motivated, organized and self-disciplined
Proven ability to quantify and analyze customer data/results in a concise easily understood format tailored to the audience
Strong oral and written communication skills required
Preferred Skills:
Strong negotiation skills, ability to negotiate and influence others
Experience with SAS, SQL, Microstrategy, Tableau
Digital experience with an understanding of software development for web and app
Excellent relationship building and stakeholder management skills
Strong work ethic, great attention to detail
Ability to prioritize multiple deliverables with competing tight deadlines
#LI-AS1
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Flexible work profile: Mobile
Application Deadline: 05/30/2022
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
Bell, one of Canada's Top 100 Employers.