Associate Principal, CX Application Strategy

📋 Description

• Bridge strategy & tech: align business goals with AI capabilities and UX features.
• Strategic prototyping: design AI-driven CX strategies and pilots.
• Build business cases: collaborate with Product/CCaaS/Data & AI on architecture visions.
• Drive value: quantify ROI and prioritize tech/AI opportunities.
• Shape roadmap: influence CX Product roadmap with new features.
• Enable the organization: translate AI visions into deployment plans.

🎯 Requirements

• Experience: 5-10 years in management consulting or digital/product strategy.
• Tech stack: CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, NiCE) and AI tools.
• Builder mindset: thrive in ambiguity and translate AI concepts to business value.
• Analytical rigor: quantify ROI of tech/AI solutions.
• Executive communication: strong verbal and written skills.
• Curiosity: passion for latest CX and AI improvements.

🎁 Benefits

• Flexible hybrid/remote options within Canada.
• Inclusive, equal-opportunity employer.
• Shape AI-driven CX for a global team.