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Canada
Hybrid
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Business Systems Analyst based in Canada.
The CX Business Systems Analyst will lead the transformation and optimization of Customer Experience (CX) technology across a portfolio of SaaS businesses. This role focuses on selecting, implementing, and improving the platforms and tools that enable effective customer support and success operations. You will manage technology initiatives from initial discovery and requirements gathering through implementation, integration, launch, and ongoing improvement. A key priority will be modernizing CX technology through AI-powered service solutions, automation, and customer support platforms. Working closely with CX leaders, operations teams, and technical stakeholders, you will translate business needs into scalable systems and efficient workflows. This is an opportunity to shape innovative customer experiences while helping distributed teams improve service quality and operational performance.
Lead CX technology implementations: Manage end-to-end implementation projects across multiple businesses, from discovery and requirements gathering to configuration, testing, launch, adoption, and continuous optimization.
Drive AI-powered CX transformation: Lead the implementation and expansion of Fin and other AI-enabled customer service solutions across the business portfolio.
Translate business needs into solutions: Collaborate with Customer Experience leaders and Operations teams to understand objectives, workflows, customer journeys, and pain points, translating them into effective technology strategies.
Support AI service readiness: Help teams establish the processes, knowledge resources, and content needed to deploy successful AI-powered customer service experiences.
Manage CX platforms: Own or support the implementation of customer support, customer success, knowledge management, conversation intelligence, telephony, and CRM systems.
Define systems architecture and governance: Establish implementation requirements covering system architecture, integrations, workflows, permissions, reporting, and governance standards.
Oversee data migration and consolidation: Coordinate platform transitions, data migration, and system consolidation when businesses move from existing CX solutions to new platforms.
Coordinate cross-functional projects: Manage several initiatives simultaneously, maintaining project plans, timelines, dependencies, risks, decisions, and clear stakeholder communications.
Identify opportunities for innovation: Monitor emerging AI and Customer Experience technologies and recommend solutions that improve customer satisfaction while increasing operational efficiency.
5+ years of experience implementing, administering, or managing Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
Hands-on experience with Fin or a comparable AI-powered customer service platform is strongly preferred.
Proven experience leading technology implementations from requirements gathering and solution design through deployment and user adoption.
Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
Experience designing or implementing workflows that combine artificial intelligence, automation, and human-assisted customer service.
Demonstrated ability to translate business requirements into scalable technology solutions.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.
Strong organizational skills and attention to detail, combined with a strategic approach to improving the broader customer experience.
Ability to work effectively in a fast-paced environment involving multiple businesses, technology platforms, and competing priorities.
Nice to have: Experience implementing AI agents, chatbots, or generative AI in Customer Support or Customer Success; familiarity with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar platforms; experience consolidating multiple support or success teams onto a shared technology stack; background in multi-brand, portfolio, or SaaS organizations; and experience developing business cases and measuring ROI for CX technology and automation investments.
Must be eligible to work in Canada without employer sponsorship.
Willingness to travel occasionally to the corporate headquarters in Denver, Colorado, or other office locations across North America.
Annual base salary: CAD $120,000–$140,000, depending on location, local market conditions, experience, and expertise.
Flexible work arrangements, with the option to work remotely, in-office, or in a hybrid setup within Canada.
Annual wellness stipend and comprehensive wellness benefits.
Three weeks of vacation to start.
One paid volunteer day of your choice.
Two floating holidays to celebrate occasions that are meaningful to you.
Employee Stock Purchase Program.
Registered Retirement Savings Plan (RRSP) with a 4% company contribution match.
Opportunity to collaborate with a globally distributed team across Canada, the United States, the United Kingdom, New Zealand, and Australia.