Senior Specialist, CX Ops & Enablement

Salary Range: $82,200.00 To $ Annually

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.

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.

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

• 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.

• Identify…