Customer Experience Principal Architect

Job Description

Job Description

Customer Experience Principal Architect

Vacatia | Remote

Vacatia is transforming the vacation ownership industry by bringing together hospitality, technology, customer experience and innovative new ways for owners to enjoy and manage their vacation ownership.

As we continue to grow, we are looking for a Customer Experience Principal Architect to help design the future of how we serve our owners and guests.

This is not a traditional Customer Experience operations role. It 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.

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.

What You'll Do

• 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 opportunities to simplify the experience.
• Translate customer and frontline pain points into clear business requirements and scalable solutions.
• Partner across Customer Experience, Product, Technology, Data, Sales, Collections and Resort Operations to solve complex cross-functional problems.
• Design operating models, workflows, decision frameworks and service processes that improve both customer outcomes and operational performance.
• Determine where automation, AI and self-service can meaningfully improve the customer experience while preserving appropriate human interaction and judgment.
• Help establish KPI frameworks and measurement strategies across service quality, customer effort, productivity, resolution, cost and other business outcomes.
• Use customer feedback, operational data and frontline insights to identify root causes rather than simply treating symptoms.
• Partner with Product and Engineering teams to prioritize customer experience opportunities and translate business needs into technology requirements.
• Support initiatives involving customer segmentation, workforce management, contact strategy and service optimization.
• Help establish governance, standards and decision rights so improvements can scale consistently across the organization.
• Test new approaches before scaling them broadly and use results to refine the future-state model.
• Serve as a strategic thought partner to senior Customer Experience leadership on how the organization should evolve as Vacatia grows.

What We're Looking For

We are looking for someone who combines CX strategy with strong operational, analytical and technology instincts.

You may have built or transformed customer support, customer success, service operations or other complex customer-facing environments. More importantly, you know how to step outside the existing organization and rethink how the experience should work from end to end.

The ideal candidate brings:

• 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.
• Ability to thrive in a fast-moving environment where the answer is not always obvious and the organization is continuing to evolve.

Especially Relevant Backgrounds

Experience in hospitality, travel, marketplaces, subscription businesses, financial services, insurance, consumer technology or other complex customer environments is particularly relevant.

Experience leading global or multi-channel customer support environments, implementing AI or self-service capabilities, or modernizing legacy customer operations would also be valuable.

How We Work

Vacatia is growing quickly and our environment reflects that. We move fast, test ideas, change direction when the data tells us to, and expect leaders to be comfortable creating structure where it does not yet exist.

This role is for someone who sees a complicated customer problem and thinks:

“There has to be a better way to design this.”

And then knows how to bring the right people together to build it.