Customer Experience Principal Architect

We are looking for a Customer Experience Principal Architect to help design the future of how we serve our owners and guests. This is a highly strategic, hands-on individual contributor position for someone who can look across the entire customer ecosystem, identify where experiences, processes, systems and data break down, and design better ways of working.

What You Will Do

You will operate at the intersection of Customer Experience, Operations, Product, Technology, Data and Automation, helping Vacatia move from fragmented processes and systems toward a more connected, scalable and intelligent customer experience.

Why It Might Be a Fit

The ideal candidate brings significant experience in Customer Experience, Customer Operations, Service Transformation, Product Operations, Business Architecture or a related field, and is able to thrive in a fast-moving environment where the answer is not always obvious and the organization is continuing to evolve.

Requirements

• 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 the 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

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Paid holidays
• Life insurance
• Disability insurance