Director, CX Strategy & Advisory

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. Its all developed and delivered by the members of #TeamBell and were 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.

Summary

At Bell, we are reimagining customer experience (CX), leveraging innovative technologies to support customers and empower agents. This role will manage our Customer-First strategy, driving improvements to NPS, Easy Index and other relevant KPIs.

Key Responsibilities

• Drive cross-functional development, execution and optimization of Bell's CX strategy
• Enhance the customer journey leveraging new and innovative AI solutions
• Lead ongoing cultural transformation across Bell
• Develop EVP & SVP presentations for internal strategy reviews, external client events and annual board meetings
• Manage monthly CEO scorecard outlining progress and opportunities on CX and operational results
• Consult on range of other executive materials
• Provide strategic guidance on CX strategy and operations to internal and external stakeholders in partnership with Bell Business Markets
• Effectively communicate and collaborate with senior management, business unit leaders, and other stakeholders to ensure alignment on strategic priorities
• Lead, mentor, and develop a high-performing team of strategists and advisors
• Foster a collaborative and innovative team environment

Critical Qualifications

• Bachelor's degree in business administration, engineering, or a related field; MBA preferred.
• 8+ years of experience in customer experience management, consulting, or a related field.
• Proven experience developing and implementing successful CX strategies.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Experience leading and mentoring teams.
• Proficiency in using CX software and tools (e.g., Qualtrics, Medallia).
• Experience with Agile methodologies a plus.
• Strong understanding of customer journey mapping, VOC analysis, and other CX methodologies.

Working Conditions

• Travel as required (approximately once a quarter)
• Off normal hours (evening and weekends) at times

#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 : New Brunswick : Fredericton || Canada : New Brunswick : Moncton || Canada : Ontario : Don Mills || Canada : Ontario : Ottawa || Canada : Quebec : Montreal || Canada : Quebec : Verdun

Work Arrangement:Hybrid

Application Deadline:04/18/2025