Senior Experience Strategist — Customer Journeys

Markage; Canada; Hybrid; CAD 95,000 - 135,000; Full time

Job summary

Markage in Canada is seeking a Senior Experience Strategist for an on-site role based in Calgary, Vancouver, or Toronto. You will lead research and strategic framing for customer, service, brand, and digital experience projects, translating evidence into journey maps, propositions, and service concepts.

Collaborating with client directors, product leaders, researchers, designers, and senior stakeholders, you will present clear strategic directions and ensure how insights translate into practical

Qualifications

• Substantial experience in experience strategy, service design, customer strategy, or related work.
• Strong research, synthesis, facilitation, writing, and senior presentation skills.
• Experience translating complex evidence into practical experience or design direction.
• Ability to lead strategy workstreams with limited supervision.

Responsibilities

• Lead research and strategic framing for customer, service, brand, and digital experience projects.
• Define key problems, audiences, needs, moments, behaviours, and experience opportunities.
• Synthesize qualitative and quantitative evidence into clear insights and strategic implications.
• Develop journeys, experience principles, propositions, service concepts, and decision frameworks.
• Plan and lead workshops, interviews, stakeholder sessions, and collaborative strategy activities.
• Present strategic recommendations clearly to senior clients and internal leadership.
• Work with design and product teams to translate strategy into practical decisions.

Skills

Experience strategy

Research and synthesis

Workshop facilitation

Senior presentation

Stakeholder management

Education

DEX-PST Certification

Job description

Markage in Canada is seeking a Senior Experience Strategist for an on-site role based in Calgary, Vancouver, or Toronto. You will lead research and strategic framing for customer, service, brand, and digital experience projects, translating evidence into journey maps, propositions, and service concepts.

Collaborating with client directors, product leaders, researchers, designers, and senior stakeholders, you will present clear strategic directions and ensure how insights translate into practical