CX Strategic Priorities Director

CX Strategic Priorities Director Department:

Professional Services

Employment Type:

Full Time

Location:

Canada - Remote (0002)

Reporting To:

Ilene Landon

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. #LI-Remote

The CX Strategic Priorities Director will serve as a trusted advisor and strategic partner to the Senior Vice President of Customer Experience, driving cross-functional initiatives that align with Vena’s departmental and enterprise-wide goals. This role is responsible for orchestrating strategic projects, facilitating executive-level collaboration, and ensuring operational excellence across the CX organization.

Working closely with senior and executive leaders within CX and other departments, the individual will lead process analysis efforts, identify improvement opportunities, and recommend solutions to address critical business challenges. The role also supports executive communications by developing high-impact presentation materials and synthesizing updates from CX leadership into actionable insights and status reports. A key responsibility is to surface and highlight priority areas requiring attention from the SVP of CX, enabling informed decision-making and strategic alignment.

How You'll Make an Impact

Partner closely with the SVP of Customer Experience as a trusted advisor to drive the CX function’s strategy, priorities and annual business planning processes

Lead and manage cross functional projects by facilitating collaboration across CX and other departments, ensuring timely execution, alignment with business priorities and resolution of key business challenges

Conduct process analysis and recommend improvements to enhance operational efficiency and customer experience outcomes.

Develop executive-level presentation materials (including board slides), reports, and dashboards to communicate progress, priorities, and insights.

Coordinate with the SVP’s direct reports to gather updates, track progress, and highlight critical areas requiring leadership attention.

Support strategic planning cycles, including goal setting, performance tracking, and resource alignment.

Act as a thought partner to the SVP, helping to shape agendas, prepare for key meetings, and ensure follow-through on action items.

Collaborate across CX sub-functions with Finance and Operations on forecasting and financials

Collaborate with Operations to create and/or optimize dashboards and summary data required to track KPIs.

We'd Love to See

Proven experience in a Director of Strategy, Operations, Program Management, or similar leadership support role, ideally within a Customer Experience or Professional Services environment.

Experience in a SaaS CX organization (Professional Services and/or Customer Success).

Strong business acumen with the ability to move fluidly between strategy and execution, linking departmental initiatives to organizational goals

Exceptional communication and presentation skills, with experience preparing materials for senior and executive audiences.

Demonstrated ability to lead cross-functional initiatives and influence without direct authority.

Analytical mindset with experience in process improvement, operational analysis, and change management.

Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.

Comfortable working with ambiguity and driving clarity through structured problem-solving all while operating with a strong sense of urgency and attention to detail to strive for execution excellence

Strong facilitation skills and proficiency in the Microsoft Office suite

Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies

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