Customer Experience Principal Architect

Vacatia

. Architect the future-state Customer Experience operating environment across people, process, technology, data and automation .

Posted 9/15/2026full-timeRemote • Florida • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience and Service Transformation, with a strong focus on designing operating models, workflows, and measurement frameworks to enhance customer outcomes. Proficient in leveraging data and automation to identify improvement opportunities and optimize service delivery across cross-functional teams.

Highest-signal resume keywords

Customer ExperienceService TransformationKPI DevelopmentData AnalysisCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey MappingOperating Model DesignWorkflow OptimizationAutomation ImplementationAI IntegrationPerformance MeasurementRoot-Cause AnalysisBusiness Requirements TranslationService Process DesignCustomer Segmentation

Soft Skills

Executive CommunicationProblem-SolvingInfluence SkillsAdaptabilityStrategic Thinking

Tools & Technologies

Data Analytics ToolsCustomer Feedback SystemsAutomation PlatformsSelf-Service SolutionsDigital Experience Tools

Industry Keywords

HospitalityTravelMarketplacesSubscription BusinessesFinancial ServicesInsuranceConsumer TechnologyCustomer OperationsService DeliveryBusiness Architecture

About the role

Key responsibilities & impact

Architect the future-state Customer Experience operating environment across people, process, technology, data and automation
Evaluate customer journeys and identify friction, unnecessary handoffs, service gaps, manual work and simplification opportunities
Translate customer and frontline pain points into business requirements and scalable solutions
Partner across Customer Experience, Product, Technology, Data, Sales, Collections and Resort Operations on complex cross-functional problems
Design operating models, workflows, decision frameworks and service processes to improve customer outcomes and operational performance
Determine where automation, AI and self-service can improve customer experience while preserving appropriate human interaction and judgment
Establish KPI frameworks and measurement strategies for service quality, customer effort, productivity, resolution, cost and other outcomes
Use customer feedback, operational data and frontline insights to identify root causes
Partner with Product and Engineering to prioritize customer experience opportunities and translate business needs into technology requirements
Support customer segmentation, workforce management, contact strategy and service optimization initiatives
Establish governance, standards and decision rights for scalable improvements
Test new approaches before broad scaling and refine the future-state model based on results
Serve as a strategic thought partner to senior Customer Experience leadership

Requirements

What you’ll need

Significant experience in Customer Experience, Customer Operations, Service Transformation, Product Operations, Business Architecture or a related field
Experience designing or transforming complex customer service or support environments
Strong understanding of customer journeys, operating models, workflows and cross-functional service delivery
Demonstrated experience using data to identify customer friction, operational issues and improvement opportunities
Experience working closely with Product, Engineering, Data and technology teams
Familiarity with AI, automation, self-service and digital customer experience capabilities
Experience developing KPIs, measurement frameworks and operational performance models
Strong root-cause problem-solving skills and ability to bring structure to ambiguous problems
Ability to translate between business leaders and technical teams
Strong executive communication and influence skills
Comfort operating as a senior individual contributor with significant visibility and cross-functional influence
Ability to thrive in a fast-moving, evolving environment
Experience in hospitality, travel, marketplaces, subscription businesses, financial services, insurance, consumer technology or other complex customer environments particularly relevant
Experience leading global or multi-channel customer support environments, implementing AI or self-service capabilities, or modernizing legacy customer operations valuable

Benefits

Comp & perks

No benefits, perks, or compensation extras are explicitly stated