Req Id: 423007

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It's all developed and delivered by the members of #TeamBell and we're always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

In the role of Specialist, Business Strategy, you will be working at the forefront of Digital and AI transformation for Bell's Customer Experience team. The successful candidate will be a highly analytical and strategically minded individual, responsible for developing and implementing innovative strategies to enhance customer experience across all operational facets, leveraging AI technologies and optimizing call center performance. This position requires a proven track record of success in leading cross-functional teams and delivering impactful results within fast-paced environments.

• Developing and executing comprehensive business strategies to enhance customer experience across all touchpoints.
• Leading the design and implementation of AI-powered solutions to improve operational efficiency and customer satisfaction within the call center environment.
• Conducting in-depth analyses of operational data to identify areas for improvement and develop data-driven recommendations.
• Collaborating with cross-functional teams, including operations, data engineering & AI, product, and marketing to align strategies and ensure seamless execution.
• Developing and delivering compelling executive presentations to communicate strategic plans and progress updates.
• Staying abreast of industry trends and emerging technologies in the fields of customer experience, AI, customer experience, call center operations.
• Creating and maintaining detailed documentation of strategic plans, implementation processes, and performance metrics.
• Monitoring key performance indicators (KPIs) to track progress and identify areas requiring adjustments to strategic plans.

• A minimum of a Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field.
• A minimum of 3 years + of progressive experience in a business strategy role within a customer-centric organization.
• Demonstrated expertise in utilizing analytical tools such as Microsoft Excel, SAS, and other statistical software packages.
• Ability to develop and execute comprehensive business strategies, with a focus on measurable results.
• Experience in developing and implementing AI-powered solutions within a call center or customer experience setting.
• Understanding of call center operations, including workforce management, quality assurance, and performance optimization.
• Ability to lead and manage cross-functional teams, fostering collaboration and driving collective success.
• Exceptional communication and presentation skills, with the ability to articulate complex information clearly and concisely to both technical and non-technical audiences.
• English required: interaction with English speaking stakeholders across Canada.
• Experience with A/B testing and other experimental design methodologies, an asset

#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 : Toronto || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 04/24/2025

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

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

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [email protected] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.