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Customer Experience Architect

United States, Newark Employment contract 52.00 - 55.00 USD / Hour · Job Posted May 29, 2026
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Job Description

We're partnering with a leading financial services company to find a talented Customer Experience Architect to support their hybrid office-based team. This position offers an exciting opportunity to shape seamless customer journeys through innovative experience design and omnichannel orchestration. 2-3 days on site at the following locations: Newark, Delaware; Newton, Massachusetts; Indianapolis, Indiana

Job Responsibility

  • Develop comprehensive end-to-end customer journey frameworks, mapping interactions and identifying areas for enhancement
  • Collaborate with platform teams to operationalize omnichannel strategies utilizing industry-standard tools, ensuring real-time data integration
  • Analyze customer feedback and performance metrics to drive continuous improvements and optimize experience flows
  • Lead cross-functional teams to align on journey design scope, risks, and execution, facilitating clear communication with stakeholders
  • Provide guidance on CX best practices, mentoring team members and promoting a user-centric approach across projects

Requirements

  • Over five years of experience in customer experience, experience architecture, or comparable fields, with a focus on digital journey optimization
  • Proficiency in journey mapping, service blueprinting, and using omnichannel platforms such as Adobe or Salesforce
  • Strong analytical capabilities with the ability to turn data insights into actionable strategies
  • Excellent communication and presentation skills, capable of explaining complex concepts to diverse audiences
  • Experience with usability testing, A/B testing, and interpreting research data in the context of experience design

What we offer

  • Medical, dental, and vision insurance
  • Life Insurance
  • 401(k) program
  • Commuter benefit
  • eLearning and ongoing training
  • Education reimbursement
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