Lead, Design Architect – Customer Experience

🕒 July 18

🤠 Texas – Remote

🤠 Texas – Remote

💵 $108.7k - $188.4k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Invitation Homes

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

From the very start, we were different. Our bar was set high: Top-quality homes managed and maintained by top-level professionals. This is how Invitation Homes became the nation's premier home leasing and management company for single families.

📋 Description

• Serve as the design authority and experience owner for customer-facing digital experiences • Lead the design and experience strategy across key platforms (Website, Mobile App, Search, Application, Portal, etc. ) and co-own with the Sr. Director of DXD • Refine experience standards, interaction patterns, and design principles for customer workflows • Embed experience design thinking into CoE workflows, prioritization, and decision-making • Build strong relationships with the customer experts (Customer Experience, Experience Owners, Product/Technology) to identify friction points and translate them into prioritized design and tooling opportunities • Represent the customer perspective in cross-functional planning, roadmap reviews, and strategy sessions • Document and share insights to build lasting institutional knowledge • Track feature adoption and assess alignment with intended experience outcomes • Conduct ongoing system usability assessments with associates • Establish and maintain feedback mechanisms between customers and DXD/product/technology teams • Report on experience performance, surfacing gaps, wins, and opportunities • Work with XOs to identify and elevate opportunities to close visibility gaps in customer experience data • Establish a forward-looking view of customer experience priorities • Leverage vibe coding and AI-assisted design to rapidly translate insights into testable concepts • Prototype alternative workflows, tool interactions, and experience improvements across customer platforms • Evaluate and adopt emerging AI design tooling that accelerates design and innovation • Partner closely with the Director of Experimentation to co-develop insight-driven hypotheses • Lead design of experience experiments for customer-facing tools, from concept through analysis • Design with testability in mind—structuring variants, workflows, and interactions to drive measurable outcomes • Embrace A/B testing and experimentation as standard practice in validating customer experience changes • Support the XO experimentation model, with XOs owning experiment backlogs and DXD serving as the methodology and execution expert • Partner with UX Research early in discovery to co-design research approaches, translate insights into real-time design direction, and validate ideas before prototyping or experimentation • Monitor and communicate adoption and sentiment • Advocate for customer needs in product and technology prioritization decisions • Act as the liaison between CX associates and product/technology partners, Inform/Educate cross-functional stakeholders to align on customer experience improvements • Provide experience-driven input to inform roadmap planning for customer-facing products

🎯 Requirements

• 5+ years of experience in product design, experience design, UX, or digital product ownership — with demonstrated focus on customer experience • Strong web and mobile app knowledge — able to evaluate, map, and influence workflows and identify UX/experience gaps without engineering dependency • Proven experience conducting customer experience research, usability assessments, and qualitative insight gathering • Analytically experienced — familiar with feature adoption data, usability metrics, funnel analysis, and building or interpreting feedback dashboards • Demonstrated cross-functional influence — ability to advocate effectively with product, operations, engineering, and executive stakeholders without formal authority • Comfort with ambiguity and building rapport while hitting the ground running — this role is embracing something old and something new; the person needs to be energized by that, • Great communication skills — able to translate digital and real-world reality into design strategy recommendations and vice versa.

🏖️ Benefits

• Competitive pay and annual bonus program for all associates • Generous PTO including vacation accrual, sick time, volunteer time, and standard and floating holidays • 401(k) with company matching contributions • Casual dress code and a genuinely great work environment • Team events, celebrations, and a culture that values connection • Employee Resource Groups: Together with Women, Asian Alliance, Black Collective, Juntos, Gen Next, and Open Invitation • Career growth paths and learning opportunities — we promote from within