Senior Customer Experience Strategist

3 days ago


Old Toronto, Canada Knix Full time

Knix, a pioneering intimate apparel and activewear brand, is revolutionizing the industry with innovative products and exceptional customer experiences.

We're seeking a seasoned Senior Customer Experience Strategist to lead our Customer Empowerment and Virtual Fitting teams. This critical role drives sales, fosters brand loyalty, and ensures customer satisfaction while collaborating with leaders across Product, Operations, E-Commerce, and Marketing.

About the Role
  • Lead and inspire the Customer Support and Virtual Fitting teams to deliver best-in-class customer experiences, maintaining high CSAT scores.
  • Own and improve customer experience programs, turning feedback into actionable business insights.
  • Use data analytics to recommend improvements and optimize virtual touchpoints (AI, Live Chat, Email, Virtual Fittings).
Responsibilities
  1. Develop and implement strategies to enhance customer experience, ensuring seamless interactions across all touchpoints.
  2. Collaborate with the Executive Team to refine the brand voice and advocate for a customer-first approach.
  3. Drive CX operations, identifying opportunities for automation and self-service to improve efficiency.
  4. Maintain operational standards in collaboration with Retail and Customer Experience teams.
  5. Analyze data to provide insights that inform product development and CX initiatives.
  6. Present weekly and monthly NPS data to guide decision-making.
Requirements
  • 7+ years of experience leading customer experience functions, preferably in DTC or retail, with 5+ years managing medium-sized teams (~25, remote across Canada).
  • Proven success in managing remote CX teams at the Director level.
  • Expertise in data analysis and translating insights into strategic recommendations.
  • Familiarity with CX tools such as AI, Live Chat, Shopify, Kustomer, Medallia, and similar platforms.
  • Strong leadership and communication skills, with a passion for delivering exceptional customer experiences.

The estimated salary for this role is between $110,000-$140,000 per annum, depending on location and experience.



  • Old Toronto, Canada Scotiabank Full time

    Unlock a rewarding career as a Senior Financial Strategist at Scotiabank.About the RoleThis exciting opportunity allows you to make a meaningful impact on our customers' financial futures. As a Senior Financial Strategist, you will be responsible for delivering tailored financial solutions that meet our clients' unique needs.Key Responsibilities:Develop and...


  • Old Toronto, Canada Global Technical Talent Full time

    Company Overview: At Global Technical Talent, we empower innovation through design-driven solutions. Our team collaborates to craft exceptional user experiences that elevate our clients' services.Salary Range: C$26,000 - C$28,000 per month (based on a 4-month contract and 20 days per month)Job Description: As a Senior Service Experience Strategist, you will...


  • Old Toronto, Canada BMO Financial Group Full time

    About the Role:We are seeking a Senior Financial Strategist to join our team at BMO Financial Group. This is a senior leadership role that requires expertise in financial management and strategic planning.Job Summary:The Senior Financial Strategist will be responsible for developing and implementing financial strategies that align with the company's goals...


  • Old Toronto, Canada Nexus Systems Group Inc. Full time

    Nexus Systems Group Inc. is seeking a highly skilled Senior User Experience Strategist to join our team.About the RoleWe are looking for an experienced UX Designer who can lead the design of complex projects, ensuring alignment to plans, best practices and incorporating user-centred design processes and agile methodologies.Key ResponsibilitiesDevelop deep...


  • Old Toronto, Canada Crrf Fcrr Full time

    The Senior Financial Strategist at CRRF plays a pivotal role in managing and overseeing the organization's financial operations. This position supports the Director of Finance in strategic financial planning, budgeting, and reporting, ensuring compliance with relevant regulations and internal policies.Key responsibilities include providing expert leadership...


  • Old Toronto, Canada Scotiabank Full time

    Role OverviewWe are seeking a highly skilled Senior Corporate Strategist to join our team at Scotiabank. As a key member of our Strategy team, you will play a critical role in developing and executing strategic plans to drive business growth and success.Key ResponsibilitiesAs a Senior Corporate Strategist, you will be responsible for leading customized...


  • Old Toronto, Canada Intello Technologies Inc. Full time

    Job SummarySenior Business StrategistIntello Technologies Inc. is seeking a Senior Business Strategist to optimize operational efficiency and enhance team member experience.This role involves collaborating with cross-functional teams to drive strategic changes and improve business readiness.Key ResponsibilitiesRepresent P&C operations in M&A...


  • Old Toronto, Canada Course Full time

    At Loblaw Digital, we are seeking a Senior Digital Experience Strategist to lead the vision, roadmap, and execution of best-in-class digital experiences across all customer touchpoints for Joe Fresh e-commerce.We are looking for a strategic and passionate individual who wants to collaborate and solve challenging problems, making significant and lasting...


  • Old Toronto, Canada Hitachi Vantara Corporation Full time

    At Hitachi Rail, we are committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to succeed.About the RoleWe are seeking a highly skilled Senior Information Security Strategist to join our team in Toronto, Canada. As a key member of our security leadership team, you will play a critical role in shaping our...


  • Toronto, Ontario, Canada Creative Circle Full time

    Job Title: Senior Content StrategistWe are looking for a talented Senior Content Strategist to join our team at Creative Circle.About the Role:As a Senior Content Strategist, you will be responsible for crafting clear and concise UX copy that meets business goals while elevating the brand. This includes writing short and long-form copy for various digital...


  • Old Toronto, Canada 10ZIG TECHNOLOGY, INC. Full time

    Job Summary:We are seeking a highly experienced and visionary Senior Technology Strategist to lead our technology department and drive innovation in our organization. The successful candidate will be responsible for defining the technology strategy, managing technology teams, and ensuring the effective use of technology to achieve business goals.


  • Old Toronto, Canada Notified, Inc. Full time

    We are seeking a seasoned Senior Marketing Strategist to lead and transform our product marketing and sales enablement functions at Notified, Inc. in Toronto, Canada or other office locations.Job Summary:This role requires a visionary leader who can elevate the quality of product marketing activities, craft compelling product narratives, attract top-tier...


  • Old Toronto, Canada Ascend Fundraising Solutions Full time

    Are you a seasoned growth leader looking to take your career to the next level? We have an exciting opportunity for a Senior Business Growth Strategist at Ascend Fundraising Solutions.About the RoleWe are seeking a highly experienced growth leader to join our team and drive business expansion. As a Senior Business Growth Strategist, you will be responsible...


  • Old Toronto, Canada Knix Full time

    Knix is an award-winning intimate apparel and activewear brand that revolutionizes the industry with innovative products, best-in-class customer experience, and strong community engagement.About the RoleWe are seeking a highly skilled Senior Brand and Community Experience Strategist to drive customer loyalty and lifetime value across our brand. Reporting...


  • Toronto, Ontario, Canada Autodesk Full time

    About the RoleWe are seeking a highly skilled Customer Experience Strategist to join our team at Autodesk. As a key member of our organization, you will be responsible for expanding our portfolio of Customer Experience Journeys and Service Blueprints.Key ResponsibilitiesMaintain and iterate Customer Journey Maps and Service Blueprints based on new insights,...


  • Toronto, Ontario, Canada Bramic Sales Inc Full time

    Job DescriptionWe are seeking a skilled Senior Marketing Strategist to join our team at Bramic Sales Inc. This role involves developing and implementing marketing strategies to drive business growth, improve brand awareness, and increase customer engagement.Key ResponsibilitiesDevelop and execute comprehensive marketing plans that align with the company's...


  • Old Toronto, Canada Scotiabank Full time

    Job SummaryWe are seeking a Senior HR Talent Strategist to join our team at Scotiabank, a leading bank in the Americas. This role is responsible for contributing to the overall success of Human Resources activities, ensuring goals, programs, and initiatives are delivered in support of the HR Team's and Business' strategies and objectives.About the RoleThe...


  • Old Toronto, Canada Manulife Insurance Malaysia Full time

    Role OverviewWe are seeking a highly skilled Senior Business Transformation Strategist to join our Canada segment's Technology & Operations Strategy team.


  • Old Toronto, Canada Syneos Health Full time

    About the RoleAs a Senior Brand Strategist at Syneos Health, you will play a pivotal role in connecting strategy and execution. You must understand the client's brand strategy and lead the team to deliver tactics flawlessly to fulfill that strategy.This position interacts closely with client teams and acts as a hub for connecting creative, strategy, digital,...


  • Old Toronto, Canada Royal Bank of Canada Full time

    Are you an ambitious professional seeking a challenging role in market risk analytics? We are currently looking for an experienced Senior Risk Analytics Strategist to join our team at the Royal Bank of Canada.About the RoleWe thrive on the challenge to be our best, progressive thinking, to keep growing, and working together to build and deliver trusted...