Principal Architect- Customer Journeys

Overall objectives

Architect end-to-end customer journeys that deliver measurable business and experience outcomes aligned with strategic capabilities and value streams.

Act as the key integrator of customer-centric design and enterprise architecture driving alignment between customer experience (CX) business goals and enabling technologies.

Orchestrate cross-functional collaboration to embed capability-based design into customer journeys and digital channels.

Serve as a strategic partner in journey modernization programs applying a structured business architecture lens to improve agility personalization and service quality.

Maintain traceability from journey design to business value and enterprise objectives.

Role specific responsibilities

Lead the definition modeling and maintenance of enterprise customer journey blueprints ensuring traceability to capabilities and strategic outcomes.

Partner with CX product st...