Manager, Customer & Technology Transformation ( Service Now & Salesforce)
Bell
Req Id: 426672
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.
Summary
We are seeking a Manager, Customer & Technology Transformation to lead the end-to-end customer experience design and business solutioning in support of key AI and technology transformation initiatives on the Customer & Channel Experience (CCX) team. The role will focus on delivering experiences & technology platforms that align with our core strategic objectives: We know our customers and actively build a relationship offering them services that simplify their lives & interactions, and are relevant to their unique needs throughout their journey
We deliver seamless and hyper-personalized One Bell omnichannel experiences. We empower front-line teams to focus on the customer, delivering exceptional sales, service, and retention outcomes through a simplified tool ecosystem, AI assistance, and customer insights
We rapidly & cost-effectively make changes and launch new products and initiatives that enable revenue strategies while delivering the best customer experience at the lowest cost
What will you bring?
- Customer Focus: You're passionate about delivering and designing exceptional end-to-end customer experiences that are digital first in nature
- Growth Mindset: You believe in continuous learning, innovation, improvement, and adaptability. You embrace challenges and view setbacks as opportunities for growth
- Technology Expertise: You demonstrate a strong understanding of and willingness to learn about digital technologies and platforms, with implementation experience using ServiceNow, Salesforce, Google and/or AI technologies. This includes leveraging these platforms to build the best customer and digital first experiences which are based on low-code / no-code solutions
- 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
Great to have
- Bachelor’s degree in engineering, computer science, business technology management or related STEM field is highly preferred
- Experience with ServiceNow, Google, Salesforce platforms and business solution design
- Exposure to AI tools/fundamentals
- 2 to 3 years of recent work experience supporting and managing customer experience design and/or technology transformation programs
- 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
- Involvement 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.
Adequate knowledge of French is required for positions in Quebec
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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 || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 10/24/2025
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 recruitment@bell.ca 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.