The Digital Strategist is responsible for developing digital strategies that help clients create more effective, connected, and customer-centric experiences across owned digital channels. Reporting to the Digital Director, you will translate business objectives, audience insights, customer needs, and market opportunities into channel strategies, journey frameworks, and digital roadmaps that drive meaningful business outcomes.

This role focuses on websites, mobile apps, email programs, digital products, self-service tools, and customer journeys across owned digital channels. Social media and paid media are supported by dedicated specialist teams and are not a focus of this role.

The ideal candidate combines strategic thinking, customer experience expertise, and digital ecosystem knowledge with the ability to turn complex business and customer challenges into clear, actionable recommendations.

What You Will Do

- Develop digital channel strategies and customer experience recommendations across websites, mobile applications, email programs, portals, self-service tools, and other owned digital touchpoints.
- Create customer journey maps, audience frameworks, experience blueprints, and digital roadmaps that align customer needs with business objectives.
- Evaluate digital experiences and identify opportunities to improve engagement, usability, conversion, adoption, retention, and overall channel effectiveness.
- Conduct strategic assessments, audits, stakeholder interviews, competitive reviews, workshops, and planning engagements to uncover opportunities for growth and optimization.
- Leverage customer research,



audience insights, analytics findings, and market trends to inform strategic recommendations.
- Design customer journey frameworks that identify opportunities to improve experiences across channels, moments, and touchpoints.
- Collaborate with UX, content, CRM, analytics, creative, and technology teams to develop integrated recommendations and connected customer experiences.
- Develop recommendations related to digital governance, content ecosystems, personalization, customer journeys, digital products, and cross-channel experience design.
- Support digital transformation initiatives and help clients improve how channels, experiences, technologies, and teams work together.
- Prioritize strategic recommendations based on customer value, business objectives, organizational readiness, technical feasibility, and expected impact.
- Facilitate stakeholder workshops, discovery sessions, and strategic planning engagements.
- Monitor evolving customer expectations, digital trends, emerging technologies, and industry best practices.
- Prepare and present strategic recommendations, journey frameworks, roadmaps, workshop outcomes, and executive presentations to clients and internal teams.

Who You Are





- 4-6 years of experience in digital strategy, customer experience strategy, UX strategy, CRM strategy, digital consulting, product strategy, or a related field.
- Solid understanding of digital ecosystems and how websites, applications, content, email, customer data, and customer journeys work together to create connected experiences.
- Experience developing customer journey maps, audience frameworks, digital roadmaps, governance models, and strategic recommendations.
- Experience facilitating stakeholder workshops, discovery engagements, interviews, and strategic planning exercises.
- Understanding of customer experience design, UX methodologies, service design principles, personalization strategies, digital product experiences, and CRM ecosystems.
- Ability to interpret analytics, customer insights, research findings, and market trends to inform strategic recommendations and decision-making.
- Experience translating business objectives, customer needs, and organizational challenges into actionable recommendations and implementation roadmaps.
- Familiarity with analytics, CRM, customer data, personalization, and experience platforms.
- Ability to balance customer needs, business priorities, technical constraints, and organizational realities when developing recommendations.
- Strong analytical, problem-solving, facilitation, and strategic thinking skills.
- Excellent PowerPoint, presentation, storytelling, and communication abilities.
- Comfortable presenting to senior client stakeholders and facilitating strategic d

📌 Digital Strategist (Toronto)
🏢 McCann Canada
📍 Toronto