Consultant (CX), Omnichannel Enablement

Klick; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a dynamic professional to join their Omnichannel team, focusing on transforming client strategies through data and technology. This role involves collaborating with diverse teams to enhance customer experiences in healthcare and life sciences. You will document processes, recommend strategic solutions, and prepare impactful presentations. If you thrive in fast-paced environments and are passionate about solving complex challenges, this opportunity is perfect for you. Join a team that values curiosity and collaboration, and make a meaningful impact in the industry.

Qualifications

• 2-3 years of experience in customer experience or service design, preferably in healthcare.
• Proficiency in CX and design tools like Miro, Figma, or Adobe XD.

Responsibilities

• Support development and execution of transformation strategies for clients.
• Document and improve client processes, including workflows and SOPs.

Skills

Customer Experience

Service Design

Human-Centered Design

Storytelling

Analytical Skills

Problem-Solving

Tools

Miro

Mural

Figma

Adobe XD

Job description

The focus of the Klick Omnichannel team is defining how, when, and where a company should leverage innovation, data and technology across the product commercialization journey to connect with customers and drive business outcomes. We advise our clients on key elements of their strategy, organizational structure, capabilities, technology and data solutions. We see this as a team sport, so we frequently orchestrate the involvement of a broad range of in-house subject matter experts and crafts to maximize business results for our clients. We are curious people who love to lead the charge in solving meaningful and complex challenges, while also surfacing opportunities for innovation and challenging the status-quo. We work to bring the best of Klick to every solution.

Key Responsibilities

• Support the development and execution of transformation strategies to help clients adapt to new processes or organizational changes.
• Document and improve client processes, including creating workflows and standard operating procedures (SOPs).
• Assist in identifying and defining business challenges and recommending strategic solutions.
• Collaborate with internal teams and clients to ensure successful execution of business initiatives.
• Prepare presentations and documentation to communicate insights and progress to clients.
• Facilitate client meetings by capturing key decisions and managing follow-ups.

Qualifications

• 2–3 years of experience in customer experience, service design, or human-centered design, preferably within healthcare, pharma, or life sciences.
• Proficiency in CX and design tools such as Miro, Mural, Figma, Adobe XD, or similar platforms.
• Strong storytelling and communication skills with the ability to simplify complexity and influence cross-functional teams and clients.
• Analytical mindset with the ability to interpret both qualitative insights and quantitative data to inform strategy.
• Highly organized and proactive, with strong problem-solving skills and a natural bias toward action.
• Curious, empathetic, and a collaborative team player who thrives in dynamic, fast-paced environments.

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