CX Systems Lead

Allshores; Toronto; On-site; CAD 110,000 - 140,000; Full time

Job summary

Allshores seeks a collaborative CX Systems Lead to shape our customer experience technology and drive practical solutions across CX platforms, dashboards, integrations, automation, and AI-enabled capabilities.

You will lead a multi-year CX technology strategy, oversee dashboards, data quality, and governance, and manage vendor relationships with CX, IT, Data, and Finance teams to deliver measurable impact.

Qualifications

• 5+ years in CX technology or related field.
• Experience leading cross-functional initiatives with vendors and teams.
• Translating objectives into clear requirements, roadmaps and delivery plans.
• Strong communication, stakeholder management and documentation skills.

Responsibilities

• Lead multi-year CX technology strategy and roadmap (Power BI, Sogolytics, integrations).
• Oversee CX dashboards, configuration, access, data quality and documentation.
• Translate business needs into requirements, user stories and plans.
• Lead integrations from discovery to post-implementation monitoring.
• Evaluate technologies and AI-enabled capabilities with governance.
• Manage vendors, projects and relationships with CX, IT, Data, Finance.

Skills

CX technology

business systems

technical product management

product ownership

cross-functional leadership

solution architecture

APIs

data pipelines

data quality

access management

Power BI

Sogolytics

SQL

AI-enabled tools

governance

vendor management

project management

business analysis

technology certification

insurance/financial services

responsible AI governance

Tools

Power BI

Sogolytics

APIs

SQL

Job description

Allshores is seeking a collaborative CX Systems Lead to help shape the future of our customer experience technology. In this key role, you’ll bring business needs and technology together—leading the evolution of our CX platforms, dashboards, integrations, automation, and emerging AI-enabled capabilities while partnering with teams, consultants, and vendors to turn ideas into practical, impactful solutions.

Primary Responsibilities:

• Support the development and lead the execution of a multi-year CX technology strategy and prioritized roadmap covering Power BI, Sogolytics, integrations, automation, and emerging platforms.
• Oversee CX dashboards, survey configuration, administration, access, data quality, enhancements, documentation, and day-to-day platform effectiveness.
• Translate business needs into business cases, functional requirements, technical requirements, user stories, process documentation, and delivery plans.
• Lead system improvements and integrations from discovery through testing, release, adoption, and post-implementation monitoring, working with the appropriate internal teams and specialists.
• Evaluate new technologies, vendors, consultants, and AI-enabled capabilities, including text analytics, sentiment and theme detection, predictive insights, automated reporting, and natural-language access to data.
• Establish practical governance for system changes, access, testing, data use, documentation, and support; ensure training materials are developed with relevant partners.
• Manage vendors, consultants, projects, and approved resources while maintaining strong relationships with CX, IT, Data, Finance, and other business stakeholders.

Skills, Experience & Attributes:

• Five or more years of relevant experience in CX technology, business systems, technical product management, product ownership, or a related function.
• Demonstrated experience leading complex cross-functional initiatives, vendors, and project teams.
• Strong conceptual understanding of solution architecture, APIs, data pipelines, system integrations, data quality, and access management.
• Proven ability to convert business objectives into clear requirements, roadmaps, business cases, and implemented solutions.
• Excellent communication, stakeholder management, project leadership, documentation, and problem-solving skills.
• Hands‑on experience with Power BI, Sogolytics, or comparable analytics and survey platforms.
• Basic SQL knowledge or other technical fluency.
• Relevant project management, business analysis, product ownership, or technology certification.
• Insurance or financial services experience.
• Experience applying AI-enabled tools to customer insight, analytics, automation, or decision support, with an understanding of responsible AI governance