Sr. CX Strategist

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