Customer Experience Architect (CX/Service Design)

We're partnering with a leading financial services company to find a talented *Customer Experience Architect* to support their hybrid office-based team. This position offers an exciting opportunity to shape seamless customer journeys through innovative experience design and omnichannel orchestration. 2-3 days on site at the following locations: Newark, Delaware Newton, Massachusetts Indianapolis, Indiana *Customer Experience Architect Responsibilities:* * Develop comprehensive end-to-end customer journey frameworks, mapping interactions and identifying areas for enhancement.

• Collaborate with platform teams to operationalize omnichannel strategies utilizing industry-standard tools, ensuring real-time data integration.
• Analyze customer feedback and performance metrics to drive continuous improvements and optimize experience flows.
• Lead cross-functional teams to align on journey design scope, risks, and execution, facilitating clear communication with stakeholders.
• Provide guidance on CX best practices, mentoring team members and promoting a user-centric approach across projects.

*Customer Experience Architect Qualifications:* * Over five years of experience in customer experience, experience architecture, or comparable fields, with a focus on digital journey optimization.

• Proficiency in journey mapping, service blueprinting, and using omnichannel platforms such as Adobe or Salesforce.
• Strong analytical capabilities with the ability to turn data insights into actionable strategies.
• Excellent communication and presentation skills, capable of explaining complex concepts to diverse audiences.
• Experience with usability testing, A/B testing, and interpreting research data in the context of experience design.

*Perks and Benefits:* * Medical, dental, and vision insurance.

• Life Insurance.
• 401(k) program.
• Commuter benefit.
• eLearning and ongoing training.
• Education reimbursement.

Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks. If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success. Apply To This Job