Staff Customer Experience Professional (AI)

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

Salary: CAD 133,000–180,000 per year, with potential bonus, equity, and benefits

Company

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

What you will do

• Establish end-to-end service experience strategy for small and mid-market business solutions across international markets.
• Align customer success priorities and share insights across international markets while connecting local execution with global strategy.
• Design AI- and GenAI-enabled service experiences and integrated customer journeys across hirify.global’s product ecosystem.
• Use customer insights, retention data, performance measurement, and ROI analysis to optimize service delivery.
• Lead cross-functional teams across Marketing, Customer Success, Sales, Product, Service Design, Data, and Product Development.
• Navigate regulatory, language, and market-specific requirements while driving measurable improvements under uncertainty and tight deadlines.

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, customer insight, measurement, and ROI analysis skills.
• Experience aligning teams across geographies and leading complex, multi-market workstreams in a highly matrixed environment.
• Prior experience working across international or multi-market environments and balancing global consistency with local market needs.
• Superior written, oral, communication, and presentation skills, including the ability to simplify complex issues and drive decisions.

Nice to have

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

Culture & Benefits

• Hybrid working model with regular collaboration from the Toronto office.
• Competitive compensation with pay-for-performance rewards.
• Potential eligibility for cash bonus, equity rewards, and employee benefits.
• Work across international markets and a broad ecosystem of financial technology products.