Staff Customer Experience Professional (AI)

Location: Toronto, Canada; hybrid model with 3 days per week in the Toronto office

Base pay: CAD 133,000–180,000 per year, with potential bonus, equity rewards, and benefits.

Company

hirify.global is a global financial technology platform powering products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Establish the end-to-end customer experience strategy for assisted onboarding, cross-sell and upsell, saves, and onboarding-to-value programs.
• Connect Growth & Retention programs across international markets, sharing learnings and aligning priorities.
• Design customer-facing experiences across small business, accountant, and mid-market segments.
• Sequence investment across four programs and maintain high-impact priorities against fixed resources and budgets.
• Lead AI- and GenAI-enabled expert-assisted service experiences and use analytics to improve retention and customer value.
• Represent Growth & Retention in business reviews and align Product, Marketing, Sales, Product Development, Service Design, and Data teams.

Requirements

• BA/BS degree or equivalent work experience; MBA strongly preferred.
• 8–10 years of experience in Customer Experience, Service Strategy, and/or Product Management for service-oriented offerings.
• Strong strategic, analytical, problem-solving, communication, and presentation skills.
• Experience using data for customer insights, measurement, ROI analysis, and recommendations.
• Experience aligning cross-functional teams across geographies and managing multiple workstreams and markets.
• Prior experience working in international or multi-market environments, balancing global consistency with local customer and regulatory needs.

Nice to have

• Experience designing or scaling AI-powered or expert-assisted customer experiences.
• MBA degree.

Culture & Benefits

• Hybrid working model based out of the Toronto office three days per week.
• Cross-functional work with Marketing, Sales, Product, Service Design, and Data.
• Competitive compensation with pay-for-performance rewards.
• Potential cash bonus, equity rewards, and benefits under applicable plans and programs.
• Work in an international environment spanning multiple markets and customer segments.