Associate - Data analysis, Bell

Bell; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company seeks a Customer Experience associate in Ottawa to enhance customer journeys by producing metrics reporting and analyzing performance data. Successful candidates will demonstrate strong SQL and GCP skills, attention to detail, and the ability to collaborate across teams. This role offers a competitive salary, full benefits including mental health support, and a remote work arrangement, ensuring work-life balance. Applicants must apply online as email submissions are not accepted.

Benefits

Comprehensive compensation package

35% discount on services

Medical, dental, vision, and mental health benefits

Qualifications

• In-depth knowledge of Work Force Management systems.
• Ability to produce timely and accurate reporting.
• Strong attention to detail.

Responsibilities

• Generate and maintain metrics reporting.
• Prepare dashboard data and ensure accuracy.
• Collaborate with support teams for improved customer experience.

Skills

Microsoft SQL

Oracle SQL

GCP

SAS

Excel

PowerPoint

Tools

GCP

SAS Enterprise Guide

Python

Git

Job description

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, innovative digital solutions and seamless customer experiences. It’s all 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. 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.

Role Overview

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.

Name and description of the hiring department

The associate’s responsibilities are to support the technical support teams in all aspects of productivity, efficiency, metrics and data reporting as well as procedure creation, implementation and communication. Using complex data models built using various programming languages, the associate must create and produce standard and ad‑hoc reports for management using multiple specialized applications and proactively identify and communicate unusual discrepancies.

The associate must have in‑depth knowledge of the Work Force Management systems in use within the analysis team as well as expert knowledge of SQL and GCP and intermediate knowledge of SAS. Familiarity and knowledge with AI, and a willingness to utilize it in daily tasks, is also required.

Job Duties / Accountabilities

• Generate and maintain weekly, monthly and year‑to‑date metrics reporting
• Prepare and ensure accuracy of the weekly dashboard data
• Produce and analyze data incorporated into key reports
• Carry out management investigations on trending, metrics, report accuracy or other ad‑hoc inquiries
• Collaborate with support teams to offer best‑in‑class customer experience
• Provide recommendations regarding the process, quality, KPIs and general performance of the technical support teams in Field Service

Essential Qualifications / Competencies

• Strong knowledge in Microsoft SQL, Oracle SQL and GCP
• Intermediate knowledge of SAS
• Advanced Excel and PowerPoint skills
• Ability to produce and analyze metrics, performance and productivity reports
• Ability to produce timely and accurate reporting (deep‑deep)
• Ability to produce ad‑hoc reporting from various sources
• Able to clearly communicate recommendations to all levels of management and external / internal stakeholders
• Ability to assess procedures and recommend changes when the need arises
• Ability to conceptualize and automate processes and reporting
• Ability to collaborate / partner with internal and external stakeholders
• Ability to build and maintain harmonious relations with internal customers
• Ability to identify, document and communicate coaching opportunities as well as KPI and process improvements possibilities across all partnering teams
• Very strong attention to detail

Preferred Qualifications / Competencies

• Bilingualism is an asset (English and French)
• At least 1 year of experience in a reporting position in the telecom industry
• Successfully completed SAS Enterprise Guide 1 (Querying and Reporting)
• Knowledge of IEX
• Knowledge of Python
• Knowledge of Git for version control is a plus
• Familiarity and knowledge with AI, and a willingness to utilize it in daily tasks

Working Conditions

• Monday to Friday during business hours

Additional Information

Position Type: Union

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Montreal

Work Arrangement: Remote

Application Deadline: 01/02/2026

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 [e-mail] 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 to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Ottawa

Bell, one of Canada's Top 100 Employers.