Sr. CX Strategist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Sr. CX Strategist based in Canada. As a Senior Customer Experience Strategist, you will help shape and optimize end-to-end customer and business processes, bridging business strategy, user experience, and enterprise technology. You will transform complex workflows into intuitive, efficient, and user-centered experiences that support teams across global operations. Working at the intersection of process architecture, service design, and visual storytelling, you will identify opportunities for improvement and translate business needs into actionable solutions. You will collaborate with stakeholders across Sales Operations, Product Management, Finance, and IT to align priorities and drive meaningful change. Through research, data analysis, journey mapping, and process visualization, you will help modernize post-sales experiences and reduce operational friction. This role offers the opportunity to influence strategic decisions, improve cross-functional collaboration, and deliver scalable solutions in a global, technology-driven environment. 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.