Senior CX Strategist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Document current and future global processes utilizing tools such as Visio and Lucidchart.

• Identify bottlenecks in processes and pinpoint automation opportunities.

• Convert business requirements into user stories and functional specifications for technical delivery teams.

• Examine process performance metrics and KPIs to identify trends and suggest data-driven enhancements.

• Develop wireframes and low-fidelity prototypes to illustrate how changes will be implemented in SAP, Salesforce, ServiceNow, and Planview.

• Facilitate interviews and workshops with regional stakeholders to grasp local nuances alongside global standards.

• Construct journey maps, service blueprints, before-and-after flows, and other visual narratives.

• Lead executive presentations, stakeholder workshops, and sessions for cross-functional alignment among Sales Operations, Product Management, Finance, and IT.

• Articulate complex technical concepts to non-technical business users and convey business ideas to technical teams.

• Design training materials, FAQ documents, and “Day in the Life” guides to aid in change management and the adoption of global processes.

⛳️ Requirements

• Minimum of 5 years in a Customer Experience, Strategy, Service Design, or UX design role, or an equivalent position.

• Proven skills in Service Blueprinting, User Journey Mapping, Design Thinking, and qualitative/quantitative stakeholder discovery.

• Demonstrated capability to transform unclear, data-intensive problems into visual narratives, including journey maps, wireframes, and executive presentations.

• A portfolio or samples of work is advantageous.

• Strong comprehension of enterprise Quote-to-Cash workflows, CPQ systems, and capabilities of CRM platforms, particularly Salesforce.

• Ability to unify cross-functional senior leadership across Sales, Product, IT, and RevOps around a cohesive experience vision.

• Experience in a global or matrixed setting is a plus.

• Legal authorization to work in Canada indefinitely is mandatory.

• Employer work permit sponsorship is not available for this role.

• Travel required is under 10%.

• No relocation assistance provided.

🏝️ Benefits

• Referral Payment Plan: Yes.

• Equal Opportunity Employer.

• Inclusive and accessible recruiting experience.

• Workplace accommodation support for candidates with disabilities or other physical or mental health conditions.

• People-first and community-focused culture.

• Global close-knit community.