This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Principal, CX Application Strategy based in Canada.
We are seeking a forward-thinking technology strategist to help organizations transform customer experiences through innovative digital and AI solutions.
This role sits at the intersection of business strategy, technology consulting, and solution design, enabling clients to move from ideas to impactful implementations.
You will partner with cross-functional teams to define CX strategies, evaluate emerging technologies, and shape solutions that improve customer engagement and operational performance.
The ideal candidate combines consulting expertise, technical fluency, and a strong understanding of modern AI capabilities such as conversational AI, LLMs, and intelligent automation.
You will have the opportunity to influence enterprise transformation initiatives, build strategic roadmaps, and advise stakeholders on the future of customer experience.
This position is designed for a curious, collaborative builder who thrives in dynamic environments and enjoys turning complex challenges into scalable solutions.
Accountabilities:
The Associate Principal, CX Application Strategy will lead strategic initiatives that connect customer experience goals with modern technology capabilities. This role requires a balance of consulting, technical expertise, and innovation leadership to help organizations adopt impactful digital solutions.
- Act as a strategic advisor connecting business objectives with emerging CX technologies, defining solution concepts, user experiences, AI capabilities, and success metrics.
- Design and develop CX transformation strategies, prototypes, and implementation approaches that help clients move from initial concepts to actionable solutions.
- Partner with product, technology, and data teams to create solution visions, architecture concepts, and business cases for customer experience platforms and AI-driven capabilities.
- Identify, evaluate, and prioritize technology opportunities that enhance customer engagement, operational efficiency, and measurable business outcomes.
- Contribute to CX product strategies and roadmaps by bringing insights from client engagements and emerging technology trends.
- Translate complex technical concepts into clear strategies, recommendations, and deployment plans for business leaders and non-technical stakeholders.
- Support go-to-market initiatives by developing relevant materials, frameworks, and strategic perspectives on digital CX innovation.
- Stay current with advancements in AI, conversational technologies, autonomous agents, and customer experience platforms to inspire innovation and identify new opportunities.
- Collaborate with internal and external stakeholders to ensure successful adoption of new solutions and transformation initiatives.
Requirements:
The ideal candidate brings a combination of consulting experience, technical knowledge, and strategic thinking. You should be comfortable working with enterprise clients, understanding complex technology environments, and translating innovation into measurable business value.
- 5–10 years of experience in management consulting, digital strategy, product strategy, solutions consulting, or pre-sales engineering roles within technology-focused environments.
- Strong understanding of modern customer experience ecosystems, including contact center technologies, digital platforms, and AI-powered solutions.
- Experience with customer experience platforms such as CCaaS solutions, including technologies like Zendesk, Amazon Connect, Twilio, Intercom, or similar platforms, is preferred.
- Familiarity with conversational AI, generative AI, large language models, and AI agent technologies.
- Ability to translate technical concepts into practical business strategies and communicate effectively with executive stakeholders.
- Proven experience developing business cases, evaluating technology investments, and demonstrating ROI.
- Strong analytical and strategic problem-solving skills with the ability to navigate ambiguity.
- A builder mindset with the ability to move quickly from strategy development to experimentation and implementation.
- Excellent written and verbal communication skills with confidence presenting to senior audiences.
- Passion for emerging technologies and a continuous desire to explore new approaches to digital customer experience transformation.
Benefits:
- Flexible work options, including remote opportunities and hybrid arrangements depending on location.
- Opportunity to work on large-scale digital and AI transformation initiatives with enterprise clients.
- Competitive compensation package with access to comprehensive employee benefits.
- Professional growth opportunities through exposure to emerging technologies and strategic consulting projects.
- Collaborative environment focused on innovation, learning, and continuous improvement.
- Opportunity to influence the future of customer experience through AI-driven solutions.
- Access to a diverse global network of technology and strategy professionals.
- Inclusive workplace culture that values different perspectives, creativity, and collaboration.
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