Strategist — Digital & Customer Experience

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

Were 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.

Youll 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.

• 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.

• 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.

• 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

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