Career Opportunities: Specialist - Self Serve Applications (55931)
Req ID 55931 - Posted 09/12/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Information Technology - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Bell Mobility team offers a full range of wireless products and services for residential and business customers, including the largest selection of superphones on the fastest and most advanced network technology.
Reporting to the Senior Manager, Mobile & Self Serve Applications, the Specialist - Self Serve Applications is accountable for the successful implementation of projects that help Bell to deliver a best-in-class self-serve customer experience. The individual will be directly involved in projects and operational requests on MyBell, the logged-in environment on bell.ca.
The individual is a customer service oriented person with great passion for digital environments and is experienced in delivering digital care and self-serve solutions in a large and bilingual environment. Project management experience, strong communication skills, and technical understanding are key competencies needed to succeed in the role. Experience with an online development and deployment lifecycle is a plus.
The individual works closely with the IT delivery team to develop the project delivery requirements, jointly define and update BRD and SRS, and challenge the underlying technology platforms where theythat are not unable to deliver the ideal customer experience. The individual emphasizes putting the customer first and technology second, as an enabler rather than as a dictator of customer experience.
The individual in this role is the digital subject matter expert that who translates project briefs, marketing requests, and pilot ideas into web-friendly requirements. He/she works with delivery teams to deliver user experience flows that will increase the self-serve adoption rate amongst customers and help with call deflection. This individual lives and breathes in the digital world and works with multiple teams across the organization, noting requirements and workings with internal teams to create a user experience that addresses the needs of the customers first. This is a project-heavy role involving the involved in various kinds of projects. This person has wears several hats on – project manager, business analyst, web specialist, usability expert, project owner and technologist.
Key Responsibilities:
Ensure that input regarding self-serve requirements is gathered from stakeholders and contributors, determine hand-off points to other teams leading to creation of user experience flows and delivery of the project.
* Help develop and enforce guidelines and best practices, manage the exception process, establish web success measures, educate stakeholders, accumulate industry trends, and help stakeholders make cross-business unit/channel connections.
* Follow best corporate best practice in terms of accessibility, mobile compliance and operational readiness.
* Feed lessons learned into strategic planning at the requirements stage and continue bringing in introducing efficiencies in every project.
* Translate and apply relevant industry trends to the self-serve projects.
* Continues to focus on refining business processes, emphasizing to focus on speed to market and flexibility.
* Obtain branding approval as required.
* As a subject matter expert and brand project lead, work alongside internal UX team and to create best in class user experience and meet business objectives.
* Ensure that projects deliver the tools and processes needed to allow the bell.ca site operations team to manage the newly developed solutions in a effective manner effectively.
* Analyze unanswered questions, monitor trends and conduct post implementation analysis using online analytics.
* Display leadership to in defining new customer experience requirements and flag project risks when the solutions being presented are not in accordance with brand.
* Effectively triage executive complaints and engage appropriate teams for timely resolution.
* Identify new self serve opportunities to enhance the delivery of Bell.ca self serve through creative digital solutions.
* Partner with cross functional teams to drive change in digital care space throughout the organization.
* Build solid relationships with key stakeholders across the business, including IT, to understand and appreciate their business requirements and processes so that all care and self serve functionality meets the customer’s needs
* Perform analysis of unanswered questions, monitor trends and conduct post implementation analysis using online analytics
* Display leadership to define new customer experience requirements and flag project risks where the solutions being presented are not in accordance with brand
* Assist in crafting self serve experience and testing on mobile devices
* Plan, schedule and drive project deliverables, goals, and milestones
* Efficiently identify and solve project issues
* Design and maintain project documentation
Qualifications
* A firm understanding of digital marketing techniques and self serve applications.
* A reasonable understanding of web technologies and architecture.
* Solid understanding of digital technologies and how they can be leveraged in the area of customer service
* Passion for online self serve, online communication, customer service and online marketing
* Self-motivated/self-starter
* Proficient project management skills – ability to take ownership and manage projects from conception to completion in a fast paced environment with effective prioritization
* The candidate must possess strong problem solving skills and have demonstrated the ability to be highly creative in formulating solutions
* Effective communication and presentation skills. Must be able to influence and negotiate with people from diverse backgrounds and levels throughout the organization
* Strong organizational, presentation, and customer service skills
* Strong project delivery and coordination experience
Education and preferred experience
* 3-5 years digital marketing/self serve experience
* Experience in mobile devices user experience
* 5 years of experience working with large scale and complicated projects
* Minimum Bachelor’s Degree in Business, Engineering or Marketing
* Project management an asset
* Editorial experience an asset
* Bilingual (English and French) an asset
BCE:WKP #Feature *LI-RY
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Mississauga
Application Deadline: 09/25/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Ontario, Mississauga
Req ID 55931 - Posted 09/12/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Information Technology - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Bell Mobility team offers a full range of wireless products and services for residential and business customers, including the largest selection of superphones on the fastest and most advanced network technology.
Reporting to the Senior Manager, Mobile & Self Serve Applications, the Specialist - Self Serve Applications is accountable for the successful implementation of projects that help Bell to deliver a best-in-class self-serve customer experience. The individual will be directly involved in projects and operational requests on MyBell, the logged-in environment on bell.ca.
The individual is a customer service oriented person with great passion for digital environments and is experienced in delivering digital care and self-serve solutions in a large and bilingual environment. Project management experience, strong communication skills, and technical understanding are key competencies needed to succeed in the role. Experience with an online development and deployment lifecycle is a plus.
The individual works closely with the IT delivery team to develop the project delivery requirements, jointly define and update BRD and SRS, and challenge the underlying technology platforms where theythat are not unable to deliver the ideal customer experience. The individual emphasizes putting the customer first and technology second, as an enabler rather than as a dictator of customer experience.
The individual in this role is the digital subject matter expert that who translates project briefs, marketing requests, and pilot ideas into web-friendly requirements. He/she works with delivery teams to deliver user experience flows that will increase the self-serve adoption rate amongst customers and help with call deflection. This individual lives and breathes in the digital world and works with multiple teams across the organization, noting requirements and workings with internal teams to create a user experience that addresses the needs of the customers first. This is a project-heavy role involving the involved in various kinds of projects. This person has wears several hats on – project manager, business analyst, web specialist, usability expert, project owner and technologist.
Key Responsibilities:
Ensure that input regarding self-serve requirements is gathered from stakeholders and contributors, determine hand-off points to other teams leading to creation of user experience flows and delivery of the project.
* Help develop and enforce guidelines and best practices, manage the exception process, establish web success measures, educate stakeholders, accumulate industry trends, and help stakeholders make cross-business unit/channel connections.
* Follow best corporate best practice in terms of accessibility, mobile compliance and operational readiness.
* Feed lessons learned into strategic planning at the requirements stage and continue bringing in introducing efficiencies in every project.
* Translate and apply relevant industry trends to the self-serve projects.
* Continues to focus on refining business processes, emphasizing to focus on speed to market and flexibility.
* Obtain branding approval as required.
* As a subject matter expert and brand project lead, work alongside internal UX team and to create best in class user experience and meet business objectives.
* Ensure that projects deliver the tools and processes needed to allow the bell.ca site operations team to manage the newly developed solutions in a effective manner effectively.
* Analyze unanswered questions, monitor trends and conduct post implementation analysis using online analytics.
* Display leadership to in defining new customer experience requirements and flag project risks when the solutions being presented are not in accordance with brand.
* Effectively triage executive complaints and engage appropriate teams for timely resolution.
* Identify new self serve opportunities to enhance the delivery of Bell.ca self serve through creative digital solutions.
* Partner with cross functional teams to drive change in digital care space throughout the organization.
* Build solid relationships with key stakeholders across the business, including IT, to understand and appreciate their business requirements and processes so that all care and self serve functionality meets the customer’s needs
* Perform analysis of unanswered questions, monitor trends and conduct post implementation analysis using online analytics
* Display leadership to define new customer experience requirements and flag project risks where the solutions being presented are not in accordance with brand
* Assist in crafting self serve experience and testing on mobile devices
* Plan, schedule and drive project deliverables, goals, and milestones
* Efficiently identify and solve project issues
* Design and maintain project documentation
Qualifications
* A firm understanding of digital marketing techniques and self serve applications.
* A reasonable understanding of web technologies and architecture.
* Solid understanding of digital technologies and how they can be leveraged in the area of customer service
* Passion for online self serve, online communication, customer service and online marketing
* Self-motivated/self-starter
* Proficient project management skills – ability to take ownership and manage projects from conception to completion in a fast paced environment with effective prioritization
* The candidate must possess strong problem solving skills and have demonstrated the ability to be highly creative in formulating solutions
* Effective communication and presentation skills. Must be able to influence and negotiate with people from diverse backgrounds and levels throughout the organization
* Strong organizational, presentation, and customer service skills
* Strong project delivery and coordination experience
Education and preferred experience
* 3-5 years digital marketing/self serve experience
* Experience in mobile devices user experience
* 5 years of experience working with large scale and complicated projects
* Minimum Bachelor’s Degree in Business, Engineering or Marketing
* Project management an asset
* Editorial experience an asset
* Bilingual (English and French) an asset
BCE:WKP #Feature *LI-RY
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Mississauga
Application Deadline: 09/25/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, Ontario, Mississauga