Strategist -- Digital & Customer Experience

Q: Where is this Strategist role located and is the work remote?

This is a full-time, remote role based in Toronto, Canada, with collaboration hours in Eastern Time.

Q: What’s the main purpose of the Strategist — Digital & Customer Experience position?

The strategist turns customer, market, and network insights into actionable strategies and roadmaps across App, Web, Retail Assist, and Care, collaborating with multiple teams to reduce churn, increase ARPU, and drive digital adoption.

Q: What kind of experience is needed for this role?

Requirements include 6–10+ years in product strategy, CX/UX strategy, management consulting, or corporate strategy, ideally in telecom, plus strong strategic thinking, stakeholder leadership, and commercial acumen.

Q: What tools or platforms should a candidate be proficient in?

Candidates should have hands-on experience with analytics and design tools such as Amplitude, Adobe, GA4, Looker, Tableau, and Figma.

Q: What are the key responsibilities for this role?

Responsibilities include defining plays, crafting executive-ready narratives, analyzing impact, leveraging VOC/NPS data, aligning omnichannel journeys, facilitating cross-functional sessions, and partnering with vendors.

Q: Is travel or in-person presence required for this role?

Occasional travel is expected for workshops and planning sessions, amounting to less than 10% of time.

Q: What compliance or privacy standards does this role require?

The role requires comfort with privacy, accessibility, and SOC 2 regulatory constraints.

HRC Global Services - 24 emplois

Toronto, ON

Postulez dès maintenant

Posté aujourd'hui

Détails de l'emploi :

Télétravail

Temps plein

Expérimenté

Avantages :

Modalités de travail flexibles

Now Hiring: Strategist — Digital & Customer Experience
Location: Toronto, Canada
Work Type: Remote
Employment Type: Full-Time

About the Role

We're looking for a Strategist to turn customer, market, and network insights into actionable strategies and roadmaps across our digital channels — App, Web, Retail Assist, and Care.

You'll collaborate with cross-functional teams — Product, Design, Engineering, Marketing, and Care — to reduce churn, increase ARPU, and drive digital adoption. This is a fully remote role working with talented, cross-timezone teams.

What You'll Do

Define the plays: Translate business goals into clear problem statements, hypotheses, and prioritized opportunities across acquisition, upgrade, onboarding, billing, and retention.
Craft narratives: Develop executive-ready presentations and concise strategy documents that drive alignment.
Analyze impact: Model key metrics such as churn reduction, ARPU uplift, cost-to-serve savings, and digital conversion.
Leverage insights: Turn VOC, NPS, and market data into actionable recommendations.
Influence roadmaps: Collaborate with PM, Design, and Engineering on experiments, value propositions, and quarterly roadmaps.
Test & learn: Build A/B/MVT test plans and assess when to scale or pivot.
Align omnichannel journeys: Ensure seamless experience across digital and human touchpoints.
Facilitate stakeholders: Lead cross-functional sessions with Marketing, Care, Retail, Legal, and Network teams.
Partner with vendors: Drive clarity and alignment across agencies and platform partners.
Ensure compliance: Anticipate and navigate privacy, accessibility, and regulatory constraints.

What You'll Bring

6–10+ years in product strategy, CX/UX strategy, management consulting, or corporate strategy, ideally in telecom (wireless, broadband/fiber, device upgrades, add-ons, billing).
Strong strategic thinking, stakeholder leadership, and commercial acumen.
Proven ability to craft compelling executive stories through slides and one-pagers.
Advanced analytical and modeling skills (funnels, churn, pricing tests).
Hands-on experience with analytics and design tools (Amplitude, Adobe, GA4, Looker, Tableau, Figma).
Excellent communication, collaboration, and remote working habits.
Nice-to-have: Experience with loyalty programs, personalization systems, or outage communications.

Logistics

Reporting To: Chief Digital Officer
Collaboration Hours: Eastern Time
Travel: Occasional (< 10%) for workshops and planning sessions
Compliance: Comfort with PII, SOC 2, and accessibility standards

#DigitalStrategy #CustomerExperience #ProductStrategy #CX #TelecomJobs #RemoteWork #TorontoJobs #DataDrivenStrategy #DigitalTransformation #HiringNow #Strategist #HRCGlobalServices

#Business Analysis carrières

Postulez dès maintenant

Enregistrer

Partager un emploi :

Foire aux questions

Where is this Strategist role located and is the work remote?

This is a full-time, remote role based in Toronto, Canada, with collaboration hours in Eastern Time.

What’s the main purpose of the Strategist — Digital & Customer Experience position?

The strategist turns customer, market, and network insights into actionable strategies and roadmaps across App, Web, Retail Assist, and Care, collaborating with multiple teams to reduce churn, increase ARPU, and drive digital adoption.

What kind of experience is needed for this role?

Requirements include 6–10+ years in product strategy, CX/UX strategy, management consulting, or corporate strategy, ideally in telecom, plus strong strategic thinking, stakeholder leadership, and commercial acumen.

What tools or platforms should a candidate be proficient in?

Candidates should have hands-on experience with analytics and design tools such as Amplitude, Adobe, GA4, Looker, Tableau, and Figma.

What are the key responsibilities for this role?

Responsibilities include defining plays, crafting executive-ready narratives, analyzing impact, leveraging VOC/NPS data, aligning omnichannel journeys, facilitating cross-functional sessions, and partnering with vendors.

Is travel or in-person presence required for this role?

Occasional travel is expected for workshops and planning sessions, amounting to less than 10% of time.

What compliance or privacy standards does this role require?

The role requires comfort with privacy, accessibility, and SOC 2 regulatory constraints.