Job title: Sr. User Journey Architect – User Channels, CP3
Company: Bell
Job description: As the largest high-tech team in Canada, Network and Technology Services builds cutting edge fibre and 5G networks that drive how Canadians connect with each other and the world! Our team is at the forefront of developing Bell’s leading products and services: Fibe TV and Internet, Wireless, Smart Home, cloud, security and IoT. We enable the delivery of the best content from Crave, TSN/RDS, iHeart Radio and dozens of other leading media properties to our customers any time, on any device.
Role
Are you an experienced and innovative Senior User Journey Architect with a passion for creating
seamless and engaging user experiences? Are you skilled in and motivated by taking on complicated problems and goals, and driving towards optimal solutions and helping deliver results? If so, we want you to join our team for channels and engagement!
You will work to define and facilitate the transformation of Bell’s current architecture for the future required to meet organizational needs, goals, and strategic direction. Thinking end-to-end with the eyes and in the feet of all users and customers, the incumbent will also promote component reuse, standardization of technologies and ensures that the standards and changes to the architecture are documented, agreed to and implemented through best practices.
In this role, you will be responsible for designing and implementing user experience
strategies that enhance our customers’ experience across multiple channels, including
web, mobile, retail, call-centre, social media, and AI-driven interactions. You will work closely with cross-functional teams to identify user needs, analyze customer feedback, and develop
enterprise-wide strategies for user engagement.
To succeed in this role, you should have a strong background in user journey design and experience concepts, a deep understanding of customer experience design principles, and a passion for emerging technologies. You should be a natural leader with excellent communication skills and the ability to collaborate with stakeholders at all levels of the organization.
Key Responsibilities
- Develop and implement user experience strategies that enhance customer engagement across multiple channels
- Develop and implement frameworks for managing multi-brand, multi-channel, multi-segment experiences with requisite flexibility and enablement, built upon a reusable technical stack and architecture
- Collaborate with cross-functional teams to identify user needs and customer feedback
- Conduct user research and usability testing to inform design decisions
- Work with teams of experience designers
- Stay up-to-date with emerging technologies and trends in user experience and engagement
- Develop and maintain design systems, standards, and guidelines for customer channels and engagement systems
- Consult with project teams to ensure compatibility with existing solutions, infrastructure and services and strategic requirements
- Assist in post-implementation continuous-improvement efforts to enhance performance and provide increased functionality
- Analyze current architecture to identify gaps and determine opportunities for improvement
- Perform ongoing architecture quality review activities relative to specific projects/programs/portfolio that one is responsible for
- Develop and communicate architecture technical guidance, design patterns, and standards, and collaborate with IT stakeholders in the development and evaluation of architecture-compliant technical solutions
- Responsible for reviewing the technical architecture from a security, accessibility, data integrity, and availability points of view
- Overseeing and monitoring progress on complex and/or multiple projects relative to scope, schedules, budgets and quality
- Provide technology evaluation and selection advice regarding the use of COTS, custom approaches, open source and cloud appropriateness
- Preparing and distributing architectural vision, goals, standards, structure, behavior patterns, models, to all affected stakeholders
- Checking conformance to standards and architectural decision and resolving design and architectural conflicts by explaining and justifying design and architectural decisions
- Minimize the impact of integration on various existing processes
Qualifications
- Bachelor’s or Master’s degree in Human-Computer Interaction, Interaction Design, Engineering or a related field; 5 – 7 years of experience in experience architectures, with a focus on customer channels and engagement systems
- TechCo experience is considered an asset
- Management consulting experience is considered an asset
- Telco Experience is considered an asset
- Business knowledge and acumen with strong technical background
- Strong understanding of customer experience design principles and best practices
- Experience with modern web and mobile technologies, including responsive design, accessibility, and prototyping tools
- Proven ability to lead, mentor and collaborate with multi-functional team members
- Approaches a problem by using a logical, systematic, and sequential approach
- Ability to work effectively under pressure and in rapidly changing environments or uncertain conditions.
- Demonstrates openness and willingness to adapt to different and new ways of doing things
- Ability to work cooperatively with others on a team, and to establish and maintain effective business relationships
- Ability to communicate (verbally and in writing) effectively with all levels of the organization
- BSS processes knowledgeable
#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 : Mississauga || Canada : Alberta : Calgary || Canada : Alberta : Edmonton || Canada : British Columbia : Vancouver || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Flexible work profile: Mobile
Application Deadline: 01/22/2024
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at .
Created: Canada, ON, Mississauga
Bell, one of
Expected salary:
Location: Montreal, QC
Job date: Wed, 20 Dec 2023 23:36:52 GMT
