Sr. CX Strategist

Motorola Solutions; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Motorola Solutions is seeking a Senior CX Strategist in the Global Process Organization to bridge business strategy, UX, and technology.

You will map end-to-end processes, design experiences in core platforms like Salesforce, SAP, and ServiceNow, and tell data-driven stories to align Sales, Product, IT, and RevOps.

This role emphasizes stakeholder discovery, change management, and executive communication across a global, matrixed environment.

Qualifications

• 5+ years in CX, strategy, service design, or UX.
• Proven skills in service blueprinting and journey mapping.
• Strong storytelling to drive decisions with visual narratives.
• Deep knowledge of Quote-to-Cash workflows and CPQ in enterprise CRM.
• Experience influencing cross-functional leadership (Sales, IT, RevOps).

Responsibilities

• Design and map global As-Is/To-Be processes.
• Translate business needs into user stories and specs.
• Analyze KPIs and identify data-backed improvements.
• Create wireframes and prototypes of process changes.
• Lead executive readouts and cross-functional alignment.
• Develop training and change-management materials.

Skills

CX Strategy

Service Design

UX Design

Leadership

Stakeholder Mgmt

Tools

Visio

Lucidchart

Planview

Salesforce

SAP

ServiceNow

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

Cher Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

As a Senior CX Strategist within the Global Process Organization (GPO) of Customer Experience, you sit at the intersection of business strategy, user experience, and technology. You bring a process-design mind and a UX eye to defining, mapping, and optimizing end-to-end global processes - then bring those processes to life through clear, visual storytelling that builds alignment across the business.

Job Description

This is a bridge-building role, part process architect, part experience designer, part narrator - translating business strategy, service design, and seller technology into a modernized, friction-free post-sales experience.

Process

• Process Design & Mapping: Document "As-Is" and "To-Be" global processes using tools like Visio and Lucidchart; identify bottlenecks and areas for automation.
• Requirements Gathering: Translate business needs into clear, actionable user stories and functional specifications for technical delivery teams.
• Data-Driven Insights: Analyze process performance metrics (KPIs) to identify trends and suggest data-backed improvements.
• The Architect Mindset: You enjoy deconstructing a messy problem into a clean, logical flow.

UX / Experience

• Experience Architecture: Create wireframes or low-fidelity prototypes to visualize how a process change will manifest in the user interface of our core platforms (e.g., SAP, Salesforce, ServiceNow, Planview).
• User Research: Conduct interviews and workshops with regional stakeholders to understand local nuances versus global standards.

Storytelling & Influence

• Visual Storytelling: Turn complex process and data findings into clear, compelling visual narratives - journey maps, service blueprints, before/after flows - that make the case for change.
• Executive Communication: Lead executive readouts, stakeholder workshops, and cross-functional alignment sessions across Sales Operations, Product Management, Finance, and IT; explain complex technical concepts to non-technical business users, and vice versa.
• Change Management Support: Create training materials, FAQ docs, and "Day in the Life" guides that bring new processes to life for global teams.

What We’re Looking For

• Experience: 5+ years in a Customer Experience, Strategy, Service Design, or UX design role, or equivalent.
• Methodology: Proven expertise in Service Blueprinting, User Journey Mapping, Design Thinking, and qualitative/quantitative stakeholder discovery.
• Storytelling: Demonstrated ability to turn ambiguous, data-heavy problems into visual narratives - journey maps, wireframes, executive decks - that drive decisions; a portfolio or work samples are a plus.
• Domain Knowledge: Strong understanding of enterprise Quote-to-Cash workflows, CPQ systems, and CRM platform capabilities (Salesforce).
• Leadership & Influence: Ability to align cross-functional senior leadership (Sales, Product, IT, RevOps) around a unified experience vision.
• Plus: Experience in a global or matrixed environment.

Basic Requirements

• Legal authorization to work in Canada indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
Under 10%

Relocation Provided
None

Position Type
Experienced

Referral Payment Plan
Yes

_ EEO Statement _

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d'inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivants avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d’aménagement raisonnable afin que nous puissions vous aider.