Specialist, Business Strategy

Date: Jan 11, 2019

Location: Don Mills, ON, CA

Company: Bell

Req Id: 217983 


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. 

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.


The Onboarding team’s mandate is to analyze what happens during a customer’s first 60 days post activation or upgrade. We are seeking dynamic individuals to lead the analysis of how we can improve the on-boarding experience for customers to increase Net Promoter Scores and significantly reduce the need to call Customer Operations.


The team is responsible for providing insight, analysis and solutions helping to improve the mobility in-store experience, with a focus on supporting both the National Channel Support team and the overall Customer Operations organization.


The role is high profile and requires a self starter that possesses skills to recognize and analyze performance gaps and then drive improvements through partnering and influencing key stakeholders such as Operational Leaders, Marketing, Business Intelligence, Retail and Information Technology.


Roles and Responsibilities:

  • Strategic Support
  • Work closely with senior leaders to understand and share business results
  • Develop and implement project improvement plans across Customer Operations and Retail teams that target the Onboarding experience
  • Present findings and solutions to executive team
  • Insight, Analysis and Solutions
  • Conduct deep dive analysis to identify, recommend and help implement process and system improvements
  • Prepare presentations/reports for Senior Management and ensure the accuracy and integrity of the data
  • Design, develop and maintain critical scorecards and KPI’s to support the organization
  • Partner with Business Intelligence to develop in-depth reporting solutions
  • Identify opportunities to drive performance and drive change end to end.
  • Ability to see beyond the symptoms of a business issue, and create solutions in a logical and effective manner       


Critical Skills Required

  • University Bachelor’s degree in Business, Applied mathematics / Statistics, equivalent work experience
  • 1-3 years of analytical and problem solving experience with attention to detail
  • Advanced communication and negotiation skills; must be able to articulate recommendations and results, influence key stakeholders
  • Strong organizational and time management skills to meet deadlines & handle changing priorities
  • Strategic thinking skills
  • Passion for driving improvements
  • Ability to locate and connect data to identify root causes and drive fact-based decision making and plans to address problem areas
  • Solid business acumen; must be able to understand the organization’s key drivers to success
  • Advanced knowledge of Microsoft Office environment and Tools


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 
Application Deadline: 01/25/2019 



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.


Created: CanadaON, Don Mills

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