Director, CX Strategy & Advisory

Req Id: 422948

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.

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

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

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.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy 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.