Customer Experience Principal Architect

This is a fully remote position, open to applicants in Florida.

📋 Description

• Design the future-state operating environment for Customer Experience, encompassing people, processes, technology, data, and automation.

• Assess customer journeys to pinpoint areas of friction, unnecessary handoffs, service gaps, manual tasks, and opportunities for simplification.

• Convert customer and frontline challenges into business requirements and scalable solutions.

• Collaborate across Customer Experience, Product, Technology, Data, Sales, Collections, and Resort Operations to tackle complex cross-functional issues.

• Create operating models, workflows, decision frameworks, and service processes aimed at enhancing customer outcomes and operational performance.

• Identify opportunities for automation, AI, and self-service to enhance the customer experience while maintaining necessary human interaction and judgment.

• Develop KPI frameworks and measurement strategies to assess service quality, customer effort, productivity, resolution, cost, and other outcomes.

• Utilize customer feedback, operational data, and frontline insights to uncover root causes.

• Collaborate with Product and Engineering teams to prioritize customer experience initiatives and convert business needs into technology requirements.

• Assist in customer segmentation, workforce management, contact strategy, and service optimization efforts.

• Establish governance, standards, and decision-making rights for scalable enhancements.

• Pilot new approaches before large-scale implementation and refine the future-state model based on findings.

• Act as a strategic thought partner to senior leadership in Customer Experience.

⛳️ Requirements

• Extensive experience in Customer Experience, Customer Operations, Service Transformation, Product Operations, Business Architecture, or a related area.

• Experience in designing or transforming intricate customer service or support environments.

• Strong comprehension of customer journeys, operating models, workflows, and cross-functional service delivery.

• Proven ability to leverage data for identifying customer friction, operational challenges, and areas for improvement.

• Experience collaborating closely with Product, Engineering, Data, and technology teams.

• Knowledge of AI, automation, self-service, and digital customer experience capabilities.

• Experience in developing KPIs, measurement frameworks, and operational performance models.

• Strong problem-solving abilities with a focus on root-cause analysis and structuring ambiguous issues.

• Capability to bridge communication between business leaders and technical teams.

• Excellent executive communication and influencing abilities.

• Comfortable operating as a senior individual contributor with significant visibility and cross-functional influence.

• Ability to excel in a fast-paced and evolving environment.

• Experience in hospitality, travel, marketplaces, subscription businesses, financial services, insurance, consumer technology, or other complex customer environments is particularly relevant.

• Valuable experience in leading global or multi-channel customer support environments, implementing AI or self-service capabilities, or modernizing legacy customer operations.

🏝️ Benefits

• No benefits, perks, or compensation extras are explicitly stated.