Sr. CX Strategist

<h3>Accountabilities:</h3><li>Analyze, document, and optimize end-to-end global business processes by mapping current-state and future-state workflows using tools such as Microsoft Visio and Lucidchart.</li><li>Identify process bottlenecks, inefficiencies, and automation opportunities to improve operational performance and create seamless customer and employee experiences.</li><li>Gather stakeholder requirements and translate business needs into clear user stories, functional specifications, and actionable recommendations for technical delivery teams.</li><li>Monitor and analyze key performance indicators (KPIs) to identify trends, evaluate process effectiveness, and recommend data-driven improvements.</li><li>Design customer and employee experience architectures, including journey maps, service blueprints, wireframes, and low-fidelity prototypes that demonstrate how proposed changes will work across enterprise platforms.</li><li>Conduct stakeholder interviews, discovery sessions, and collaborative workshops to understand regional requirements, uncover user needs, and balance local variations with global process standards.</li><li>Transform complex process information and analytical findings into compelling visual narratives, including before-and-after workflows, journey maps, executive presentations, and service blueprints.</li><li>Lead executive presentations, stakeholder workshops, and cross-functional alignment sessions to build consensus around customer experience strategies and process improvements.</li><li>Bridge the gap between technical and business teams by communicating complex concepts clearly and ensuring proposed solutions align with organizational goals and user expectations.</li><li>Support change management and adoption by developing training materials, FAQs, process documentation, and practical guides that help global teams implement new workflows successfully.</li><li>Collaborate with senior stakeholders across Sales, Product, IT, Finance, and Revenue Operations to establish a consistent experience vision and deliver scalable business improvements.</li><h2>Requirements:</h2><li>At least 5 years of experience in Customer Experience, CX Strategy, Service Design, UX Design, or a related field, or equivalent professional experience.</li><li>Demonstrated expertise in service blueprinting, user journey mapping, Design Thinking, process design, and qualitative and quantitative stakeholder research.</li><li>Strong process architecture and analytical skills, with the ability to break down ambiguous, complex problems into structured workflows and identify opportunities for optimization and automation.</li><li>Proven ability to translate complex, data-intensive findings into clear and persuasive visual narratives, including journey maps, wireframes, process diagrams, and executive presentations. A portfolio or relevant work samples is an advantage.</li><li>Solid understanding of enterprise Quote-to-Cash workflows, Configure, Price, Quote (CPQ) systems, and CRM platform capabilities, particularly Salesforce.</li><li>Experience with process mapping and visualization tools such as Visio and Lucidchart, as well as familiarity with enterprise platforms such as SAP, Salesforce, ServiceNow, and Planview.</li><li>Strong communication, facilitation, and presentation skills, including the ability to explain technical concepts to non-technical audiences and translate business requirements for technical teams.</li><li>Demonstrated ability to influence and align senior, cross-functional stakeholders across Sales, Product Management, IT, and Revenue Operations around a shared customer experience vision.</li><li>A collaborative, strategic, and user-centered mindset, with strong problem-solving skills and the ability to balance customer needs, operational efficiency, and business priorities.</li><li>Experience working in a global organization or matrixed environment is an advantage, particularly where regional requirements must be balanced with standardized processes.</li><li>
<strong>Work authorization:</strong>Candidates must be legally authorized to work in Canada indefinitely. Employer-sponsored work permits are not available for this position.</li><h2>Benefits:</h2><li>
<strong>Remote work opportunities:</strong>Remote and off-site work arrangements available across eligible Canadian locations.</li><li>
<strong>Full-time employment:</strong>A permanent career opportunity within a global, technology-focused organization.</li><li>
<strong>Meaningful impact:</strong>Contribute to initiatives that improve customer experiences, streamline business operations, and support safer communities through technology.</li><li>
<strong>Cross-functional collaboration:</strong>Work with diverse teams across business strategy, customer experience, product management, finance, and technology.</li><li>
<strong>Professional growth:</strong>Develop your expertise in customer experience strategy, enterprise process transformation, service design, and digital solutions.</li><li>
<strong>Global exposure:</strong>Contribute to process optimization and experience initiatives across international teams and regional markets.</li><li>
<strong>Inclusive workplace:</strong>Join a people-focused environment that values diversity, equity, inclusion, and different perspectives.</li><li>
<strong>Accessibility support:</strong>Reasonable accommodations are available throughout the recruitment process for candidates who require them.</li><li>
<strong>Limited travel:</strong>Travel requirements are expected to remain below 10%.</li><li>
<strong>Relocation:</strong>Relocation assistance is not provided.</li>