Req Id: 414599
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
Bell is currently seeking an experienced Conversational UX Designer to work as part of an innovative and customer-focused team. You will utilize your passion and expertise to design and deliver effective conversational interaction experiences in virtual assistants across multiple platforms. Working within an Agile framework, you will collaborate with cross-functional teams to meet the evolving needs of our customers.
Key Responsibilities
Process design mapping; presenting to key stakeholders to gain buy-in
Create and deliver conversational flows, overseeing release management and quality assurance testing across multiple environments
Leverage insights from key performance indicators and customer journey analysis to continuously optimize the end-user experience
Prioritize product features and capabilities
Define a vision and overall strategy; be a champion for ongoing product performance and evolution
Critical Qualifications
• Undergraduate degree in Business or STEM is preferred
• 3+ years experience designing and maintaining customer-centric conversational experiences
• Expert in NLU design, preferably using Dialogflow CX or a similar platform
• Certification in SAFE Agile Practioner and SAFE Agile Product Manger/Product Owner is an asset
• Experience working in a Agile operating model
• Knowledge of Confluence and JIRA for cross-functional collaboration
• Experience building presentation material and presenting to executive audiences
• Experience with Design Thinking, user studies, or usability testing
• Ability to use analysis to set performance targets, leverage insights from reporting, and prioritize feature backlog
• Experience working within a telecommunications environment would be a bonus
Preferred Qualifications
• Expert-level knowledge of natural language understanding design platforms (e.g. Dialogflow CX)
• Experience working with data interchange formats, preferably JSON
• Knowledge of cloud computing services (GCP, Azure, etc.)
• Experience with AI/ML modeling would be a bonus
• Knowledge of the SAFE 5 Agile Operating Model, including the PI Planning Process
• Experience creating process-flow design diagrams to present to stakeholders to achieve buy-in
• Excellent written and verbal communication skills
• Experience conducting rigorous quality assurance and end-to-end conversational flow testing
• Ability to interpret insights from key performance indicators and customer-journey analysis to identify opportunity for continuous improvement
• Passion for AI-powered language models/chatbots, with a desire to stay current on evolving AI trends
• Knowledge of web accessibility principles
Additional Information:
Position Type: Management
Job Status: Regular – Full Time
Job Location: Canada : Ontario : Toronto || Canada : British Columbia : Vancouver || Canada : New Brunswick : Moncton || Canada : New Brunswick : Saint John || Canada : Newfoundland : St. John’s || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Flexible work profile: Mobile
Application Deadline: 10/20/2023
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 [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected] .
Created: Canada, ON, Toronto
Bell, one of Canada’s Top 100 Employers. (https://reviews.canadastop100.com/top-employer-bell?lang=en)
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