: Personalization, Optimization & Mobile App Specialist

At Rogers, we put our customers first in everything we do! We're growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we're passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:

Job Title: Personalization, Optimization & Mobile App Specialist

Reporting to the Director, Digital Data Analytics & Performance, the Personalization, Optimization & Mobile App Specialist, will play a pivotal role in building and executing a robust personalization strategy for mobile applications, with a strong focus on enhancing customer service journeys for Rogers' digital active customers. This role is dedicated to creating and refining personalized experiences that meet user needs, streamline support interactions, and drive engagement and satisfaction throughout the customer lifecycle.

In collaboration with product, content, design, marketing, product, and digital analytics teams, you will develop use cases that leverage data-driven insights to improve service journeys within mobile apps. You will design and implement tailored customer experiences that not only meet business goals but also enhance customer support and service efficiency as well as reducing customer care calls.

The role of the Personalization, Optimization & Mobile App Specialist requires a combination of technical expertise, strategic thinking, and leadership abilities to transform data into actionable insights that drive growth and efficiency for Rogers.

What you will do:

Strategic Leadership:

• Define and implement a personalization strategy focused on optimizing mobile service journeys, making interactions smoother and more intuitive for Rogers' digital active customers in need of support or service assistance.
• Develop specific use cases for mobile app personalization that address service-related pain points, such as proactive support prompts, tailored self-service options, and automated issue resolution pathways.
• Establish KPIs and performance metrics to track the effectiveness of personalization efforts, focusing on key service journey outcomes, including reduced support time, increased user satisfaction, and improved app engagement.

Use Case Development & Implementation:

• Work with cross-functional teams to identify high-impact service journey touchpoints that can benefit from personalization, such as onboarding, troubleshooting, and account management.
• Create personalized messaging, content, and recommendations tailored to user segments based on behavior, preferences, and service history to provide a seamless experience during service interactions.
• Drive A/B and multivariate testing to validate personalization use cases, iterating based on data-driven results to enhance customer experiences.

Data-Driven Insights for Service Optimization:

• Utilize analytics tools to gather data on user interactions within service journeys, using these insights to inform personalization strategies that anticipate and respond to customer needs.
• Collaborate with data science teams to develop predictive models that identify when users may need proactive support or relevant service options.
• Regularly analyze performance data to assess the impact of personalization efforts, identifying opportunities to refine approaches and meet evolving service needs.

Performance Tracking & Reporting:

• Partner with digital analytics and performance teams to track key personalization metrics, such as engagement, conversion, resolution rates, and customer satisfaction, particularly within service interactions.
• Develop and deliver reports on personalization initiatives to key stakeholders, highlighting performance against goals and providing insights for future optimizations.
• Utilize advanced analytics and reporting tools to visualize and communicate the impact of personalization on service journeys, ensuring alignment with broader business objectives.

Cross-Functional Collaboration for Service Excellence:

• Collaborate with product, design, UX, and customer service teams to integrate personalization seamlessly into mobile service experiences, ensuring a cohesive journey from troubleshooting to resolution.
• Partner with support teams to align personalization strategies with service objectives, such as reducing call center volume and increasing app-based self-service.
• Work closely with design, UX and CRM teams to ensure that personalized content aligns with the overall brand message while addressing specific service journey needs.

Innovation & Trends in Service Journey Personalization:

• Stay current with industry trends in mobile personalization, particularly within telecommunications service journeys, incorporating best practices to continuously enhance the user experience.
• Experiment with new personalization approaches and technologies to improve the service journey, such as AI-driven support prompts, contextual service messages, and predictive service recommendations.

What you will bring:

• Education: Bachelor's degree in marketing, data science, business, or a related field (Master's degree preferred).
• Experience: 3+ years of experience in digital journey optimization with a proven track record of re-imagining digital customer service and support journeys.
• Telecommunications Expertise: Experience in the telecommunications industry is a must, with a strong understanding of customer service and support journeys and optimization.
• Customer Service & Support: Background in customer service or support functions is a significant bonus, providing valuable insight into customer needs and expectations within support journeys.
• Technical Skills: Proficiency in personalization and mobile application platforms (e.g., Adobe Target, Firebase, Localytics, Braze, etc), digital analytics and experience tools (e.g., Google Analytics, Adobe Analytics, Dynatrace, Quantum Metric, etc), and A/B testing methodologies.
• Data Analytics: Strong analytical skills to interpret data and derive actionable insights.
• AI Application: Experience applying AI-driven use cases for digital customer experience and workflow management that can be applied to the personalization of customer service and support journeys.
• Communication Skills: Excellent storytelling and presentation skills, with experience conveying data-driven insights to leadership and cross-functional teams.
• Project Management: Strong project management experience, with the ability to handle multiple priorities and drive projects to completion on time and within scope.
• Adaptability: Ability to work in a fast-paced, dynamic environment, with a focus on collaboration, innovation, and continuous improvement.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal/credit background check and ID verification. ​

Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: 333 Bloor Street East (908), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Digital & Program Management
Requisition ID: 317743

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Corporate