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About Chartered Professional Accountants of CanadaChartered Professional Accountants of Canada (CPA Canada) is one of the most influential accounting organizations in the world. Working with the provincial, territorial and Bermudian regulatory bodies, CPA Canada supports the profession and represents Canadian CPAs at the national and international levels.Nationally, CPA Canada acts in the public interest to promote transparency in financial markets, prepare CPAs for a rapidly evolving business environment through extensive guidance and programming, and contributes to standard setting and policy making. Globally, CPA Canada works together with international bodies to build a stronger accounting profession worldwide.This position offers the flexibility of hybrid or remote within Canada, and can be aligned to any of our CPA Canada offices.The targeted annual salary range for this position is $110,000 to $120,000 and is commensurate with experience.About the opportunityThe Manager, CX Strategy & Design plays a critical role in advancing CPA Canadas mission by designing, optimizing, and managing end-to-end experiences for customers, students, and key stakeholders. This role brings together data, insights, and human-centered design to drive value, improve satisfaction, and ensure every interaction with CPA Canada is seamless, relevant, and engaging.What you'll doConduct customer research and develop survey frameworks to gather actionable insights; implement feedback loops to inform the customer journey and experience design.Map and continuously evolve key customer journeys (e.g., prospective students, customers, educators, partners).Identify pain points and opportunities across touchpoints to improve satisfaction, loyalty, and engagement.Collaborate cross-functionally (Marketing, Customer Services, Education, IT, etc.) to design and implement journey improvements.Insight-Driven OptimizationDefine and track journey KPIs (e.g., NPS, CES, drop-off rates) and align metrics with CPA Canada's strategic objectives.Partner with Data & Analytics to build dashboards and conduct deep-dive analyses.Analyze data from CRM, surveys, voice of customer (VoC), and digital channels to generate journey-level insights.Stakeholder Collaboration & EnablementFacilitate workshops with internal stakeholders to co-create solutions and align on experience goalsAct as a trusted advisor and subject matter expert on customer-centric design across business units.Support change management efforts by helping teams adopt journey thinking and member-first approaches.Innovation & Member-Centered CultureKeep a pulse on customer experience trends, digital innovation, and best practices from peer organizations.Help foster a culture of empathy, inclusion, and continuous improvement across the organization.What were looking forBachelor's degree in Business, Marketing, User Experience, or a related field (Masters or CX certification is an asset).5+ years in a customer experience, service design, or marketing strategy role, preferably within a professional association, regulatory body, or large service organization.Strong expertise in journey mapping and service blueprinting (e.g., Miro, Smaply).Proficient in customer analytics tools (e.g., Salesforce, Qualtrics, Google Analytics).Excellent storytelling and stakeholder engagement skills.Ability to manage complex, cross-functional projects.Bilingualism (French and English) is a strong asset.Customer Centricity : Passionate about understanding and improving the member and student experience.Strategic Thinking : Balances short-term solutions with long-term transformation.Collaboration : Builds bridges across silos to champion seamless journeys.Analytical Mindset : Uses data to drive decisions and measure impact.Empathy & Inclusion : Designs experiences with a lens of accessibility and belonging.What it's like to work hereAt CPA Canada, were proud to foster a welcoming and inclusive workplace that celebrates diversity and promotes health and wellness for all employees. We believe in offering a flexible and balanced work environment, where staff can thrive both professionally and personally. Our headquarters are located in downtown Toronto, with regional offices in Vancouver, Ottawa, and Montreal. As part of the CPA Canada team, youll enjoy competitive salary, comprehensive benefits from Day One, a robust defined contribution pension plan, and ongoing professional development opportunities. We also offer flexible hours, hybrid working arrangements, regular social events, and a strong employee volunteer program. At CPA Canada, were always striving for improvement, working together to build a high-performing, innovative organization that creates value for Canadian CPAs and represents the profession, nationally and internationally.Organization valuesWe create a collaborative and constructive culture by :Acting with IntegrityRespecting OthersCPA Canada is committed to cultivating an inclusive, accessible environment where each employee feels respected, valued and supported. All qualified individuals may apply online. If you require a disability-related accommodation to participate in our recruitment process kindly contact (emailprotected) and we'll be happy to work with you to meet your needs. #J-18808-Ljbffr