Customer Experience AI Architect

Description

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.

The Customer Experience AI Architect is the business-facing driver of AI transformation across Vena’s CX organization. This role understands the priorities, processes, and pain points across Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement, building the AI-powered tools, workflows, and programs that fundamentally improve how Vena implements, supports, and grows with its customers.

The CX AI Architect combines hands-on AI development (LLM/GenAI apps, API integrations, agentic workflows) with strong cross-functional influence to accelerate Vena’s AI vision and strategy. They shape and prioritize the CX AI backlog, build production-grade tools, drive adoption through enablement, and partner with Product, Operations, IT, and Security to ensure every solution is responsible, governed, and scalable.

How You'll Make an Impact

• Learn and deeply understand CX priorities, processes, systems, stakeholders, and pain points across Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement; with a focus on delivery/implementation.
• Identify and translate AI use cases that improve productivity, customer experience, time-to-value, and employee effectiveness across the post-sales customer journey.
• Maintain and prioritize a CX AI opportunity backlog based on value, feasibility, risk, and strategic alignment — managing both inbound requests from CX leaders and proactively identified opportunities.
• Design and build production-grade AI tools and workflows, including AI-assisted implementation workflows, AI copilots for consultants, and automated customer communications.
• Build and maintain reliable integrations, automations, and data sync patterns across the CX stack, improving data quality, reducing tool sprawl, and ensuring actions are triggered from trusted signals.

Establish an AI/automation operating cadence for CX: intake prioritization build QA release measure* iterate, with clear owners, SLAs, and documentation to reduce ad hoc requests and rework. * Act as the connector between CX and IT, communicating needs, priorities, and delivery context to ensure AI solutions are governed, supportable, and scalable. * Act as the connector between CX and Product \& Technology, influencing architecture, integrations, and onboarding of Vena AI solutions and representing CX/PS in the product team’s AI vision. * Partner with IT, Security, Data, and Governance teams to ensure all AI solutions meet Vena’s responsible AI standards and actively contribute to evolving the governance framework as CX AI matures. * Drive adoption through enablement: stakeholder training, playbooks, change management, and feedback loops that turn prototypes into repeatable, scalable workflows used day-to-day. * Possible travel to Vena headquarters in Toronto and or customer offices in the US

We'd Love to See

• 5+ years in Professional Services, Solution Architecture, Customer Experience, or similar role, with a track record of delivering AI tools in production enterprise environments.
• Hands-on experience building and deploying AI applications for enterprise, including LLM/GenAI development, prompt engineering, RAG architectures, and AI agent frameworks (Claude, OpenAI, Copilot Studio, or equivalent).
• Ability to understand CX business processes and translate pain points into clear AI use cases, requirements, value hypotheses, and success measures.
• Experience working in Professional Services or similar technical customer-facing roles, with strong intuition for where AI eliminates friction in implementation and adoption, driving better customer outcomes and stronger realized value.
• Ability to prioritize AI opportunities using value, feasibility, risk, urgency, and strategic alignment, and to influence without authority across teams they don’t own.
• Comfort with API integrations, workflow automation tools, and working with data and BI platforms (e.g., Snowflake, Power BI) to measure and communicate AI impact.
• Good judgment around data sensitivity, privacy, security, accuracy, user experience, and responsible AI usage.
• Resilience and comfort operating in ambiguity. This is a transformational role in a fast-moving space that rewards curiosity, bias for action, and a growth mindset.
• Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies.

Base salary range 131,516 - 177,934 CAD

• Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.

About Vena Solutions

At Vena, we’re reimagining how businesses plan and grow: powered by data, collaboration, and innovation

Headquartered in Toronto with a global reach, we help finance teams work smarter using the tools they already love (yes, we’re talking about Excel!). Trusted by over 1,800 organizations and 150,000+ users every day, Vena Solutions brings clarity to complexity.

We're a people led company that leads with our CORE values (Customer Trust, One Team, Respect \& Authenticity and Execution Excellence) and are driven by our mission

We’re growing fast, thinking big, and having fun along the way. The future of finance is being built here, and we’d love for you to be part of it

We offer competitive and comprehensive total rewards packages that we review yearly to stay ahead of the market! Transparency is key, we keep you in the loop on how we design our comp programs. Build your future with our Employee Stock Option Program, Retirement Savings, Support \& 401k Matching Programs. Level up your skills with Vena! We support your journey with education subsidies, professional development programs, and learning opportunities to help you grow your career and reach your goals. Your future is bright and we’re here to invest in it! Your well-being \= our priority! Great health \& dental plans, wellness sessions (virtual \& in-person), Employee Assistance Program (EAP), and a free Headspace subscription to support your mental health. Vena is everywhere you are! With offices in Toronto, London, and Indore, as well as team members across the United States, EMEA and beyond, we're a truly global company. Collaborate with colleagues around the world and bring diverse ideas to life: no passport required! Recharge with generous leave options - perfect for vacation, wellness, personal time, parental support, volunteering, and more. We embrace a flexible culture that supports different ways of working, depending on the role and location. While some of our teams enjoy hybrid arrangements, others thrive in-office or remotely. With modern workspaces in Toronto, Indore, and London, we offer inspiring environments when you need them - and the freedom to work in ways that work best for you and your team. At Vena, we don’t just keep up, we're leading the way!

We empower team members at every level to actively explore AI best practices, identify meaningful opportunities to apply AI in their work, and champion innovative solutions that drive impact.

By fostering a culture of curiosity, innovation, and responsible use, we’re building a future where AI enhances how we work, think, and lead. From automating workflows to enhancing insights, AI is woven into everything we do.* ️YouTube

Eurostaffs

Eurostaffs