Job Description

WHO ARE WE?

The future is bright for tennis in Canada, and you will be right in the middle of it all at Tennis Canada! A national sport organization with a mission to lead the growth of tennis in Canada and a vision to become a world-leading tennis nation, Tennis Canada seeks to help grow participation across the country and help develop champions on the international stage.

Tennis Canada also owns and operates the world-class National Bank Open presented by Rogers tournaments in Toronto and Montreal, two of the best-run sporting events on the planet which annually bring the globe’s best tennis players to Canada and continue to break attendance records year on year. In recent times, Canadian tennis has enjoyed many historic achievements, including a first Grand Slam singles title at the 2019 US Open as well as a first appearance in the Davis Cup final in Madrid and increased participation and interest in the sport.

Join us as we look to build on this exciting momentum and continue to produce incredible results. We are a team of innovators, who are passionate about our work and pursue excellence together every day.

WHAT ARE WE LOOKING FOR?

Tennis Canada is looking for a Digital and customer experience strategist to join its new Digital Transformation team.

The Tennis Canada Digital Team acts as the digital excellence centre. The role of digital is expanding due to the growing importance of data in decision-making, the increased customer and design focus and the evolution of software and platform utilization for marketing transformation.

This is where you come in.

As Tennis Canada’s Digital Strategist, you will be responsible for using qualitative and quantitative user journey data to craft delightful, functional digital user experiences that create value for the user and meet business objectives. You will be our in-house subject matter expert, often serving as the marketing team’s advisor responsible for defining the overall digital customer experience vision throughout digital properties lifecycle. You will lead internal client projects through the Discovery process, including but not limited to stakeholder interviews, user feedback collection, and data analysis. Your responsibilities will encompass crafting customer experience strategies and translating it into deliverables like user flows, customer journey maps, competitor reviews, Information Architecture (IA), sitemaps, template identification, content strategy, and initial prototypes. Your role will challenge you to craft user-centred experiences and utilize a data-driven problem-solving approach. You can clearly and confidently articulate the “why” behind your decisions while balancing internal client desires and user needs. While this position reports to the Senior Director of Digital, you will work in very close collaboration with the Creative Director and Marketing and Communications’ Directors,

Objectives of this Role

Scale the organization user experience journeys bridging silos across digital and traditional channels, supporting the creation of CX excellence.

More concretely:

• You are creative and versatile web professional with relevant digital CX strategy, UX design, CRO experience and a geeky flare for Front End and Back-End development best practices.
• You have a well-rounded understanding of design principles, techniques, and best practices and act as the Tennis Canada subject matter expert.
• Lead the entire lifecycle of user research from open-ended discovery to concept testing, including IA, surveys, and user journeys.
• Synthesizing digital research techniques and data insights that lead to actionable strategic recommendations (utilizing tools such as Hotjar and Google analytics)
• Review, analyze, and provide design feedback to ensure visuals align with user and business objectives.
• Identify areas of opportunity, defining their priority for internal teams relative to sales, conversion and customer satisfaction objectives.
• Lead clients through and participate in discovery and UX work sessions.
• Create project deliverables, including user flows, customer journey maps, IA, sitemaps, wireframes, etc.
• Contribute and collaborate with the Creative Services team to help elevate deliverables.
• Approach User Experience deliverables using an atomic design principal methodology, streamlining the user interactions for visual implementation into pattern libraries, etc.
• An excellent grasp of French (an asset) and English, both oral and written
• A successful Digital and Customer Experience Strategist will:
• 4+ years of professional experience in web and UX strategy. E-commerce, CRO in B2B and B2B2C industries are an asset.
• A strong portfolio containing specific examples showcasing data-driven insights, user research, journeys, personas, IA, and strategic UX thinking.
• The ability to translate high-level strategic concepts into easily digestible information.
• The ability to implement a mobile-first user experience methodology.
• Inherent professionalism and responsiveness to client needs, including issues as they arise.
• General comfort context-switching between multiple projects in a fast-paced environment.
• Proactive verbal and written communication skills, and can respond quickly and remain flexible in a rapidly changing environment.
• Curiosity and initiative to learn and adapt to new applications and frameworks.
• Proven experience delivering high-quality work and collaborating with internal services and external agencies.

WHAT’S IN IT FOR YOU?

• Join the team that’s making Canadian tennis history;
• Be behind the scenes of the National Bank Open
• Work in a dog-friendly office
• Benefit from a generous organization that truly cares about its employees.

Tennis Canada is an equal opportunity employer and is committed to Diversity and Inclusion. We are committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Accommodations are available at all stages of the recruitment process, at the candidate’s request.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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