Director, Customer Success & Experience
Share
Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Req Id:427218
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. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We provide a supportive and 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.
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 channelsensuring seamless transitions and personalization while advancing Bells 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 changeswhile 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
- Bachelors 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
#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type:Management
Job Status:Regular - Full Time
Position Level:CP4
Job Location:Canada : Ontario : Toronto
Canada : Quebec : Montreal
Contact Name: Isabelle Cournoyer
Application Deadline:12/26/2025
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 youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll 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 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.
Please note that you may be required to submit your current Performance Review rating to the hiring leader during the recruitment process.
Created: CanadaON Toronto
Required Experience:
Director
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
