Req Id: 424521

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.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell's Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.

As part of our team, you will be at the heart of our customer experiences.

We are seeking a Customer Experience AI Transformation to lead the product strategy, roadmap, and delivery of key digital transformation initiatives on the Customer & Channel Experience (CCX) team. This critical role will be responsible for:

• Customer Experience AI Product Strategy: Champion the strategic vision that ensures AI works horizontally, across transformation programs and platforms, to unlock personalized, delightful customer experiences
• Market Research: Track technological innovations in Predictive, Generative, and Agentic AI, and support the implementation of highest-impact opportunities in both internally-built and SaaS platform solutions
• Product Lifecycle Management: Lead product journeys through concept, launch, development, iteration, and optimization
• Product Development Oversight: Drive product development activities, collaborate with technical teams, and be the "control tower" that identifies and mitigates risks and roadblocks
• Channel Strategy: Lead the design and development of omni-channel strategies to drive effective reach, distribution, personalization, and value optimization

• Customer Focus: You're passionate about delivering exceptional customer experiences.
• Growth Mindset: You believe in continuous learning, improvement, and adaptability. You embrace challenges and view setbacks as opportunities for growth
• Technology Expertise: Demonstrate a strong understanding of and willingness to learn about digital technologies and platforms, with experience in Artificial Intelligence (ML, LLM) preferred. This includes leveraging these platforms to enhance business processes and improve operational efficiency.
• Problem-Solving: You excel at solving complex problems, crafting compelling narratives, and finding efficient automated solutions.
• Strong Communication: You possess excellent written and verbal communication skills, with a meticulous attention to detail and ability to drive consensus on proposed solutions.
• Analytical Mindset: You thrive on identifying areas for improvement, possess strong analytical skills, and are comfortable working with large datasets.
• Teamwork: You're a collaborative team player, able to effectively collaborate with colleagues, senior leadership, and cross-functional teams.
• Adaptability: You embrace ambiguity and can confidently present recommendations for next steps.
• Organization & Time Management: You're highly organized, adept at prioritizing tasks, managing multiple projects, and meeting deadlines with accuracy.

• Bachelors degree in Engineering or Computer Science is highly preferred
• Development experience with VertexAI and familiarity with Agentforce, NowAssist, and Google's Customer Engagement Suite is highly preferred
• 2 to 3 years of recent work experience supporting and managing customer/ agent experience projects and design initiatives within a large, customer-first environment
• Design Thinking and Agile tools (i.e. Confluence, Jira, Miro) experience is an asset
• Telecommunications experience, IT, Technology, Finance, or exposure to a variety of strategic roles
• Excellent project management and change management skills
• Experience translating concepts into capability, resource, and product/service requirements
• Involved in large-scale transformational projects and operations as an analyst/developer/project manager
• Valued for executing cutting-edge projects with technology components in a complex, matrixed environment
• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations
• Bilingualism is an asset (English and French)

#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 : Mississauga || Canada : Ontario : Toronto

Work Arrangement: Hybrid

Application Deadline: 06/23/2025

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.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

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, Mississauga

Bell, one of Canada's Top 100 Employers.