Consultant (CX), Omnichannel Enablement
Toronto, Ontario
Omnichannel Enablement – OE Consulting /
Full-Time /
Hybrid
The focus of the Klick Omnichannel team is defining how, when, and where a company should leverage innovation, data and technology across the product commercialization journey to connect with customers and drive business outcomes. We advise our clients on key elements of their strategy, organizational structure, capabilities, technology and data solutions. We see this as a team sport, so we frequently orchestrate the involvement of a broad range of in-house subject matter experts and crafts to maximize business results for our clients. We are curious people who love to lead the charge in solving meaningful and complex challenges, while also surfacing opportunities for innovation and challenging the status-quo. We work to bring the best of Klick to every solution.
Key Responsibilities
- Partner cross-functionally with strategy, analytics, technology, and creative teams to design cohesive, insight-driven experiences that are scalable across channels and touchpoints.
- Create clear, engaging visual artifacts—including journey maps, service blueprints, digital ecosystem maps, and communication flows—using tools such as Miro, Figma, or similar platforms.
- Support and co-facilitate workshops with internal and external stakeholders to uncover key moments that matter and surface opportunities to create more meaningful, connected experiences.
- Leverage design thinking principles to empathize with customers, drive collaborative problem-solving, and continuously optimize experiences through iteration and feedback.
- Synthesize qualitative and quantitative data into actionable insights and compelling narratives that inform experience design and enable stakeholder alignment.
- Contribute to project documentation, CX playbooks, workshop deliverables, and strategic presentations to support implementation and internal alignment.
- Stay current on healthcare trends, CX best practices, and emerging omnichannel strategies to bring fresh thinking and innovation to project work.
Qualifications
- 2–3 years of experience in customer experience, service design, or human-centered design, preferably within healthcare, pharma, or life sciences.
- Proficiency in CX and design tools such as Miro, Mural, Figma, Adobe XD, or similar platforms.
- Strong storytelling and communication skills with the ability to simplify complexity and influence cross-functional teams and clients.
- Analytical mindset with the ability to interpret both qualitative insights and quantitative data to inform strategy.
- Highly organized and proactive, with strong problem-solving skills and a natural bias toward action.
- Curious, empathetic, and a collaborative team player who thrives in dynamic, fast-paced environments.
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