Job Description

Job Role: Strategist - Digital & Customer Experience

Location: Remote/Toronto, Canada

Location type (Hybrid/Fully onsite/Remote): Remote

3 must have skills:

Strategic thing
Stakeholder leadership


Commercial acumen

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Summary:

We're hiring a Strategist to turn customer, market, and network insights into clear product bets and roadmaps across our digital channels (app, web, retail assist, care). You'll partner with Product, Design, Engineering, Marketing, and Care to reduce churn, grow ARPU, and lift digital adoption-working 100% remotely with cross-timezone teams.

What you'll do

Define the plays: Translate company and line-of-business goals into problem statements, hypotheses, and prioritized opportunity areas (acquisition, upgrade/attach, onboarding, billing, support, retention).


Craft narratives: Build crisp decision docs and exec-ready storylines that align VPs and Ops on what to do next and why.


Size impact: Model revenue, churn save, ARPU uplift, cost-to-serve reduction, and digital conversion; set KPIs/OKRs.


Customer & market insight: Synthesize VOC, NPS/CSAT, call/chat transcripts, and market scans (5G/FWA, fiber, device lifecycle, loyalty) into POVs and recommendations.


Roadmap influence: Partner with PM/Design/Eng to shape value props, experiment plans, and quarterly roadmaps.


Test & learn: Define experiments (A/B/MVT, holdouts), success criteria, and readouts; recommend scale vs. iterate/kill.


Omnichannel alignment: Ensure journeys cohere across app/web/care/retail; design handoffs between digital and human channels.


Stakeholder facilitation: Run working sessions with Marketing, Care Ops, Retail, Legal/Privacy, and Network.


Vendor/partner coordination: Align agencies and platform partners on hypotheses, briefs, and measurement plans.


Risk & compliance: Flag privacy, security, accessibility, and regional regulatory constraints early; propose compliant paths.

What you'll bring

6 10+ years in product strategy, CX/UX strategy, management consulting, or corp strategy; telecom experience required (wireless, broadband/fiber, device upgrade programs, add-ons, billing/care).


Proven storytelling (slides + one-page memos) and problem structuring; comfort with exec forums.


Analytical chops: funnels, cohorts, churn modeling, pricing/offer testing; strong Sheets/Excel; SQL a plus.


Experience with analytics & research stacks (Amplitude/Adobe/GA4, Looker/Tableau, Snowflake, Qualtrics/UserTesting) and design collaboration (Figma).


Worked remote with cross-timezone teams; excellent async habits and crisp written comms.


Nice to have: loyalty/benefits programs, personalization/recommendation systems, service diagnostics/outage comms.

Logistics

Location: Remote (North America). Core collaboration hours: ET; occasional travel (< 10%) for workshops/quarterly planning.


Employment: Full-time.


Reports to: Chief Digital Officer.


Security/Privacy: Comfort working with PII in regulated environments; follows privacy, SOC 2, and accessibility standards.

Equal Opportunity

We value diversity and provide equal opportunity for all employees and applicants.