Senior Specialist, CX Ops & Enablement

CPA Canada; Montreal (administrative region); Hybrid; CAD 82,000 - 104,000; Full time

Job summary

CPA Canada is seeking a Senior Specialist, Customer Experience (CX) Operations & Enablement to modernize service delivery by turning insights into scalable improvements. You will work with multiple teams to document needs, map processes, and coordinate implementation to reduce avoidable contact.

The role focuses on automating workflows, enhancing digital self-service, and leveraging AI-enabled CX solutions. This hybrid, national role can be remote within Canada or aligned to CPA Canada offices.

Qualifications

• Undergraduate degree or equivalent background in customer experience, business analysis, customer operations, process improvement, or related discipline.
• Minimum 5 years of experience in customer operations, service improvement, process optimization, automation, reporting, or related CX enablement initiatives.
• Experience within a professional association, membership-based organization, subscription-based business, SaaS, digital learning platforms, or other customer-focused organizations is preferred.
• Ability to translate customer needs and priorities into clear requirements, process improvements, workflow enhancements, and measurable outcomes.
• Practical knowledge of customer feedback processes, Voice of Customer inputs, journey improvement, and service optimization practices.
• Strong understanding of customer success principles, adoption, engagement, lifecycle support, and renewal readiness.
• Understanding of workflow automation, self-service, knowledge management, AI-enabled CX solutions, ticket deflection, and digital service improvement concepts.
• Proficiency in developing operational reporting, dashboards, customer insights, and performance tracking to enable data-driven decision-making.

Responsibilities

• CX Reporting, Analytics & Performance Visibility: Develop dashboards and insights on demand, performance, drivers, friction, and improvements.
• Monitor ticket volumes, drivers, self-service adoption, and deflection to identify digital/process improvements.
• Support measurement frameworks for CX initiatives including adoption, engagement, efficiency, and impact metrics.
• Partner with Commercial Operations to enhance CX visibility and usage of insights.

Skills

Analytical thinking

Communication

Stakeholder management

Problem solving

Education

Undergraduate degree or equivalent

Tools

ServiceNow

HubSpot

Power BI

Alchemer

Job description

Salary Range: $82,200.00 To $103,900.00 Annually

Senior Specialist, Customer Experience (CX) Operations & Enablement

About Chartered Professional Accountants of Canada

Chartered Professional Accountants of Canada (CPA Canada) is one of the most influential accounting organizations in the world. As a non-regulatory body comprised of individual CPA members, 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, prepares CPAs fora 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.

About the opportunity

The Senior Specialist, Customer Experience (CX) Operations & Enablement will play a hands‑on role in modernizing CPA Canada’s customer service experience by turning service pain points, customer insights, and operational needs into practical, scalable improvements. Reporting to the Senior Manager, Customer Experience, this role will help bridge customer service and customer success enablement by improving processes, digital support pathways, self‑service capabilities, automation opportunities, and ticket deflection strategies that make it easier for members, customers, and internal teams to get the support they need.

This is an implementation‑focused role for someone who can move from problem identification to solution delivery. The successful candidate will work closely with Customer Service, IT, Product, Commercial Operations, Data & Analytics, Privacy, Legal, and external vendors to document business needs, map current and future‑state processes, support solution design, coordinate implementation, and measure whether improvements are reducing avoidable contact, increasing digital service adoption, and improving customer experiences.

The ideal candidate is a practical problem‑solver with experience in customer support or service operations and the ability to translate feedback, data, and frontline challenges into clear requirements, workflow improvements, knowledge or self‑service enhancements, and measurable outcomes. Experience with Voice of Customer, reporting, or customer insights is an asset; the core requirement is the ability to connect customer needs with actionable operational and technology‑enabled improvements that modernize service delivery and help customers resolve issues through the most effective channel.

This hybrid role is national in scope and can be aligned to any of our CPA Canada offices or be fully remote within Canada.

The targeted annual salary range for this position is $82,200 – $103,900 and is commensurate with experience.

What you’ll do

In this role, responsibilities will include, but are not limited to the following:

CX Reporting, Analytics & Performance Visibility

• Develop and enhance reporting requirements, dashboards, and insight packages related to customer demand, service performance, contact drivers, customer friction, and improvement opportunities.
• Monitor ticket volumes, contact drivers, self‑service adoption, and deflection opportunities to identify where digital or process improvements can reduce avoidable customer service demand.
• Support measurement frameworks for CX initiatives, including adoption, engagement, efficiency, and customer impact metrics.
• Partner with Commercial Operations to improve visibility and use of CX performance insights.

The role enables data‑driven decision‑making by improving visibility into customer demand, service performance, and the impact of CX improvements.

Automation & Process Improvement

• Identify opportunities to improve customer and employee experiences through workflow optimization, process standardization, automation, and digitized service delivery.
• Prioritize high‑volume, repeatable, or manual service interactions that can be simplified, automated, or shifted to effective self‑service channels.
• Document current‑state and future‑state processes, business requirements, and improvement opportunities.
• Assess improvement opportunities based on customer impact, operational efficiency, feasibility, and business value.
• Track outcomes and benefits associated with automation, process improvement, and service modernization initiatives.
• Contribute to the continuous improvement of CPA Canada’s CX capabilities, processes, and operating model.

The role helps enable scalable improvements that reduce friction, improve operational efficiency, and support a more modern customer service model.

Digital Experience, Self‑Service & AI‑Enablement

• Translate customer needs and service pain points into business requirements for self‑service, chatbot, knowledge management, and AI‑enabled CX solutions.
• Support ticket deflection by improving knowledge content, digital support pathways, chatbot use cases, proactive communications, and other self‑service capabilities.
• Improve knowledge management by identifying content gaps, reducing service friction, increasing information accessibility, and enabling consistent support across digital and assisted channels.
• Partner with IT, Product, and vendors to support implementation, adoption, and measurement of digital CX capabilities.
• Define launch readiness requirements and post‑launch measurement approaches for customer‑facing digital enhancements.
• Promote responsible adoption of AI‑enabled CX capabilities by incorporating customer experience, privacy, quality, and operational considerations into use cases and requirements.

The role connects customer needs with digital capabilities that improve access to support, reduce avoidable effort, and strengthen service consistency.

Cross‑Functional Collaboration

• Establish effective working relationships with IT, Product, Customer Service, Commercial Operations, Data & Analytics, Privacy, Product Marketing, and external vendors to advance CX priorities.
• Act as a business partner to translate CX objectives into aligned requirements, operating processes, reporting needs, and measurable outcomes.
• Facilitate cross‑functional alignment on CX technology, automation, digital experience, and service improvement initiatives.
• Drive stakeholder coordination to ensure CX initiatives are effectively planned, adopted, and optimized.

The role bridges customer insights, service operations, business priorities, and technology capabilities to enable scalable CX improvements and measurable outcomes.

What we’re looking for

The ideal candidate will have the following qualifications and skills:

• Undergraduate degree or equivalent background in customer experience, business analysis, customer operations, process improvement, or a related discipline.
• Minimum 5 years of experience supporting customer operations, service improvement, process optimization, automation, reporting, or related CX enablement initiatives.
• Experience within a professional association, membership‑based organization, subscription‑based business, SaaS, digital learning platforms, or other customer‑focused organizations are preferred.
• Ability to translate customer needs and business priorities into clear requirements, process improvements, workflow enhancements, digital service improvements, and measurable outcomes.
• Practical knowledge of customer feedback processes, Voice of Customer inputs, journey improvement, and service optimization practices.
• Strong understanding of customer success principles, including customer adoption, engagement, lifecycle support, and renewal readiness.
• Understanding of workflow automation, self‑service, knowledge management, AI‑enabled CX solutions, ticket deflection, and digital service improvement concepts.
• Proficiency in developing operational reporting, dashboards, customer insights, and performance tracking to enable data‑driven decision‑making.
• Strong analytical, communication, stakeholder management, and problem‑solving capabilities, with the ability to turn insights into practical improvements.
• Demonstrated ability to collaborate with cross‑functional teams.
• Hands‑on experience with CRM, survey, ticketing, reporting, workflow automation, or knowledge management platforms (e.g., ServiceNow, HubSpot, Power BI, Alchemer) would be a strong asset.

What it's like to work here

At CPA Canada, we’re 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 a regional office in Vancouver. As part of the CPA Canada team, you’ll enjoy competitive salary, comprehensive benefits, a robust defined contribution pension plan, and ongoing professional development opportunities. We also offer hybrid working arrangements, regular social events, and a strong employee volunteer program. At CPA Canada, we’re always striving for improvement, working together to build a high‑performance, innovative organization that creates value for Canadian CPAs and represents the profession, nationally and internationally.

Organization values

We create a collaborative and constructive culture through our values:

CPA Canada is committed to cultivating an inclusive, accessible environment where each employee feels respected, valued and supported. If you require a disability‑related accommodation to participate in our recruitment process kindly contact [e-mail] and we'll be happy to work with you to meet your needs.