Journey Design&Experience Architecture Manager, Toronto

Journey Design&Experience Architecture Manager Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’spossible, you belong on #TeamBell.

Summary As Bell accelerates major transformation initiatives across Sales, Support, Small Business, Migrations, and Prepaid, the organization needs strong journey design practitioners to reduce ambiguity, improve decision quality, and ensure experience intent translates into delivery-ready direction. This role brings advanced journey design and service designexpertisetosupportthe shaping of North Star experiences and to inform prioritization, investment, and solutioning decisions across 2026 initiatives.

Key Responsibilities

Lead end-to-end journey design using methodologies such as Double Diamond, JTBD, and service design

Apply structured approaches across discovery, framing, shaping, and validation to drive decisions

Contribute to experience architecture (journeys, service blueprints, principles, and value drivers)

Develop service blueprints linking customer pain points to capabilities, risks, and investment needs

Support intake and early shaping with data-driven insights to guide prioritization and trade-offs

Leverage AI tools to enhance design workflows, synthesis, and efficiency

Critical Qualifications

Bachelor’s degree inrelevant field such as Design, Psychology, Human-Computer Interaction, Industrial Design, or related disciplines, or equivalent practical experience.

Solid problem-framing skills with the ability to turn ambiguity into clear, structured narratives

Systems thinker with a strong understanding of end-to-end impacts across customers, operations, and platforms

Pragmatic and outcome-focused, comfortable working upstream with evolving scope and direction

Experience working with tools such as Visio and Figma

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

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.

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 specificneeds. 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 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.

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