Customer Experience Principal Architect

🕒 September 15

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 24%

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 Description

• 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

• 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

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

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