Customer Journey Architect Digital Transformation

What You ll Do

• Architect customer journeys that connect business goals, customer needs, and enabling technologies
• Lead the creation and maintenance of customer journey blueprints aligned with business capabilities
• Embed capability-led and value stream-based design into onboarding, service recovery, and digital channels
• Integrate cloud-native services (AWS, Azure), serverless computing, and event-driven patterns into journey platforms
• Partner with CX, product, and channel teams to align transformation programs with customer-centric outcomes
• Ensure architectural alignment across applications, data, and infrastructure layers
• Track performance and maturity of journeys, driving improvements through analytics and feedback loops
• Promote reuse of digital capabilities such as KYC, authentication, and communication across journeys
• Coach stakeholders and teams in experience-driven design practices