Strategic Platform Lead - Customer Experience & AI

Allegion Canada Inc.; Indiana (PA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401K plan

Flexible spending accounts

Unlimited PTO

Tuition reimbursement

Wellness program

Employee discounts

Job summary

Allegion is seeking a Senior Business Solutions Lead to drive platform strategy across the Americas, translating business goals into actionable technology plans for CRM, case management, contact centers, and omnichannel engagement.

You will partner with Sales, Marketing, Service, and Customer Experience teams, lead governance and prioritization, and mentor analysts to ensure scalable, future-proof solutions aligned with enterprise standards.

Qualifications

• 8+ years of experience in business solutions, platform leadership, product ownership, program leadership, or related roles supporting customer-facing systems and business processes.
• Hands-on experience with customer platforms such as CRM, customer service/case management, contact center, marketing automation, or related customer engagement technologies.
• Strong understanding of business processes across Sales, Marketing, Service, and Customer Experience, including customer support workflows, omnichannel engagement, and front-office operations.
• Demonstrated experience evaluating and applying AI and automation capabilities to customer-facing use cases such as conversational AI, workflow automation, transcription, and self-service.
• Proven ability to establish governance, prioritization, and intake practices and bring structure to complex, fast-moving, or loosely governed workstreams.
• Strong stakeholder management and communication skills, with the ability to influence senior business leaders and operate effectively across matrixed teams without direct authority.
• Ability to translate technical complexity, platform trade-offs, and technical debt into clear business impact narratives and practical recommendations.
• Strong systems thinking, problem-solving, and decision-making skills.

Responsibilities

• Serve as a strategic technology partner to Americas Sales, Marketing, Service, and Customer Experience stakeholders, translating business objectives into clear solution direction and actionable plans.
• Own and help evolve the platform strategy for customer-facing capabilities across CRM, case/ticketing, contact center, chat, self-service, knowledge management, and related tools.
• Act as the business-facing process lead who translates stakeholder needs into prioritized, executable solutions and clear success criteria.
• Partner with business stakeholders to identify and resolve system inefficiencies impacting user experience, while proactively strategizing scalable, future-proof solutions to meet evolving business needs.
• Establish and support intake, prioritization, and governance processes for customer platform initiatives, ensuring visibility into business value, sequencing, resource trade-offs, and platform alignment.
• Evaluate technology solutions and AI capabilities, including when to leverage embedded platform functionality versus external or custom solutions, while ensuring alignment with company AI policy, security standards, and business value.
• Help define the strategy for omnichannel customer engagement, including CRM, telephony/contact center, chat, self-service, and related customer workflows.
• Lead proofs of concept and pilot efforts to validate new capabilities, assess business value, and reduce risk prior to broader rollout.

Skills

Stakeholder management

CRM platforms

Customer experience

AI capabilities

Platform strategy

Cross-functional

Delivery governance

Business analysis

Executive storytelling

Tools

CRM systems

Case management software

AI tooling

Job description

Allegion is seeking a Senior Business Solutions Lead to drive platform strategy across the Americas, translating business goals into actionable technology plans for CRM, case management, contact centers, and omnichannel engagement.

You will partner with Sales, Marketing, Service, and Customer Experience teams, lead governance and prioritization, and mentor analysts to ensure scalable, future-proof solutions aligned with enterprise standards.