About this role
Req Id: 432731 Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day. We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell. 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. Summary We are seeking a high-caliber, forward-thinking Senior Manager, Business Transformation to serve as a pivotal strategic engine within our Customer Experience leadership team. In this role, you will act as a primary driver of executive-level narratives, translating complex operational and technical shifts into compelling C-suite deliverables (CEO, Board of Directors, and Cross-Functional Executives). You will anchor critical enterprise planning cycles—including annual strategic blueprints (May Strat, October Plan) and high-impact Strategic Deep Dives—while charting our multi-year transformation agenda. Key Responsibilities Executive Storytelling & Deliverables: Own the end-to-end development of C-level presentations, strategic white papers, and executive briefing decks. Translate complex quantitative data and operational concepts into crisp, visually polished, board-ready narratives. Strategic Business Planning Cycles: Orchestrate and drive critical business planning cadences, taking full ownership of content formulation, financial alignment, and cross-functional synthesis for May Strat and October Plan milestones. Strategic Deep Dives & Analysis: Spearhead rigorous diagnostic deep dives into operational opportunities, cost-to-serve optimization, digital adoption, and journey transformation to unlock sustainable business value. 0–2 Year Strategy Incubation: Shape the forward-looking transformation roadmap, establishing business cases, strategic pillars, and governance models for next-generation operational capabilities. Cross-Business Unit (XBU) Alignment: Partner closely with peers across Operations, Technology, Finance, Digital, and Marketing. Rally diverse stakeholder groups around unified strategic priorities and ensure frictionless execution. Ground-Up Solutioning: Navigate ambiguity with agility, taking broad or undefined challenges and structuring them into executable frameworks, clear roadmaps, and measurable outcomes. Critical Qualifications Strategic Mindset & Problem Solving: Proven track record (7+ years) in corporate strategy, management consulting, or enterprise business transformation, with strong commercial acumen. Executive Communication & Writing: Exceptional written and verbal communication skills, with demonstrated ability to frame arguments concisely for senior leadership. Advanced Presentation Design (PowerPoint): Mastery in structuring slide-based narratives and executive presentations, combining strong graphic sensibility with precise messaging. Cross-BU Stakeholder & Relationship Management: Proven ability to build trusted partnerships with executive leaders and influence cross-functional teams without direct authority. Time & Project Orchestration: Outstanding organization and time management, with a track record of delivering high-stakes materials under tight executive deadlines. Collaborative Leadership, active listening, and a team-first mindset that fosters trust and cross-silo cooperation. Preferred Qualifications Advanced Business Education: An MBA or equivalent advanced degree in Business Administration, Strategy, or Finance Customer Experience (CX) Domain Acumen: Understanding of modern contact center environments, customer service operations, and CX performance drivers (e.g., FCR, NPS, cost-to-serve). Next-Gen AI & Tech Familiarity: Exposure to AI-driven customer service platforms and modern contact center architectures (e.g., Google CCaaS, CCAI, agent desktop automation, conversational AI). Comfort with Ambiguity: Demonstrated resilience and initiative when building initiatives and operating models from the ground up. People Leadership: Prior experience mentoring, developing, or managing high-performing strategy or analytical talent. #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 : Toronto || Canada : Quebec : Montreal Work Arrangement: Hybrid Application Deadline: 10/21/2026 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. Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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, Toronto Bell, one of Canada's Top 100 Employers.