Associate Principal, CX Application Strategy (AI)

TL;DR

Associate Principal, CX Application Strategy (AI): Developing and implementing customer experience transformation strategies for enterprise clients with an accent on digital and AI solutions. Focus on integrating conversational AI, LLMs, and CCaaS platforms to improve customer engagement and operational performance.

Location: Must be based in Canada (Remote)

What you will do

• Act as a strategic advisor connecting business objectives with emerging CX technologies and AI capabilities.
• Design CX transformation strategies, prototypes, and implementation roadmaps to move clients from concept to solution.
• Collaborate with product and data teams to build architecture concepts for AI-driven CX platforms.
• Evaluate and prioritize technology opportunities to enhance operational efficiency and measurable business outcomes.
• Translate complex technical AI concepts into actionable strategies and deployment plans for executive stakeholders.

Requirements

• 5–10 years of experience in management consulting, digital strategy, product strategy, or solutions consulting.
• Must be based in Canada.
• Strong knowledge of CX ecosystems and CCaaS solutions (e.g., Zendesk, Amazon Connect, Twilio, Intercom).
• Familiarity with Generative AI, Large Language Models (LLMs), and AI agent technologies.
• Proven ability to develop business cases, evaluate technology investments, and demonstrate ROI.
• Excellent communication skills with confidence presenting to senior executive audiences.

Culture & Benefits

• Flexible work options, including remote and hybrid arrangements.
• Opportunity to lead large-scale AI transformation initiatives for enterprise clients.
• Competitive compensation package with comprehensive employee benefits.
• Professional growth through exposure to emerging technologies and strategic consulting.
• Inclusive workplace culture focusing on innovation, learning, and collaboration.