Director, Customer Success & Experience

The Director, Customer Success is a newly created role that plays an important role in developing and leading the execution of a comprehensive customer success and experience strategy. This role ensures a seamless, customer-centric journey throughout the entire lifecycle by mapping end-to-end experiences and addressing friction points to enhance customer satisfaction. The Director advocates for customer needs in leadership forums, ensuring alignment of product and service policies changes required to drive customer satisfaction and loyalty. Collaborate with cross-functional teams to integrate voice of the customer feedback into business processes, drive innovation, and achieve measurable improvements in NPS, Easy Index, and efficiency.

Key Responsibilities

• Develop and implement a robust customer success and experience strategy
• Leverage AI & Automation for predictive analytics, churn prevention, and personalization at scale
• Ensure a seamless and frictionless customer journey throughout the customer lifecycle by identifying common trends across the channels that requires end to end journey mapping to achieve a better customer outcome
• Orchestrate a unified customer experience across digital, retail, care and support channels—ensuring seamless transitions and personalization while advancing Bell’s digital transformation.
• Promote a culture of continuous improvement by analyzing behavioural and usage data, proactively addressing risk, creating intervention playbooks for at-risk segments, and optimizing operations for scale and automation.
• Identify friction points and redesign experiences to simplify processes, improve satisfaction, and recommend policy changes—while leading enterprise-wide transformation through a customer-first culture, strategic vision, data-driven insights, and effective change management
• Serve as an internal advocate for the customer, articulating needs, challenges, and opportunities in leadership forums, and ensuring product and service roadmaps align with customer value.
• Collaborate closely with cross functional operations teams to ensure customer feedback is systematically integrated into business processes and solution development.
• Leverage customer insights and trends to inform strategic initiatives and drive innovation that delivers measurable improvements in NPS, Easy Index and operational efficiency.
• Facilitate executive leadership cross-functional reviews to ensure alignment on customer success priorities, drive accountability, and foster collaboration across business units

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.

Preferred Qualifications

Additional Requirements