Contact E-mail: [email protected]
Information on Division/Hiring Department/Career Opportunity
The Customer Experience Team is seeking a leader to head up the analytical functions of the team. Within Bell Canada Small and Medium Business' division our team has the mandate to improve the end to end customer experience – from the point of first contact to sales and support. This is an excellent opportunity for an individual looking to work in a high profile, dynamic and challenging environment on a common objective: ensuring Bell does what's right for its customers
Job Duties/Accountabilities
- Reporting to the Director of the Customer Experience Team for SMB (Small and Medium Business) the individual will ultimately be responsible for leading/providing the analytical backbone of the team
Responsibilities include:
- Supporting the Director in developing the Customer Experience strategy and workplans, providing leadership in executing the plans (where assigned priorities) and uncovering additional areas of opportunity
- Leading the development, implementation and reporting of all new and current Customer Experience metrics
- Conducting analyses to determine the areas of focus for improving Customer Satisfaction/Loyalty, requiring strong problem solving and reasoning skills
- Managing the Small and Medium Business Customer Experience surveys to develop the most effective, cost-efficient compilation
- Recruiting, hiring and managing support for the Analytics team
- Working closely with the Sales and Support Channels, Bell Operations and Marketing management teams to ensure that processes and metrics are in line with our priorities and strategy and will support these businesses by bringing to light issues that are impacting our customer's experience
- Executing ad-hoc and project based analyses necessary to deep-dive on areas of opportunity
- Tackling duties outside of their usual scope of work when called upon
Critical Qualifications/Competencies
- Analytical skills: not only dealing in numbers but in solving the problems the numbers identify, considerable Excel and Access experience a bare minimum
- Project management: strength in leading multiple cross-functional projects to completion
- Leadership: a commitment to coaching and mentoring team members and supporting a team focused environment
- Communication: this person must be able to simplify for others what the data is revealing and influence them to act on the recommendations drawn from the analyses
- Influence and Collaboration: has to be able to gather support across a variety of people, each with their own interest and perspective
- Passion: strong record of professional achievement and desire to learn
Preferred Qualifications/Competencies
- Has a very good understanding of Bell's channels and operations
- Statistics or other mathematics background
- Bilingual (French and English)
- Well versed in database applications