Customer Experience Architect & Strategy Leader

Vacatia; Fort Lauderdale (FL); On-site; USD 180,000 - 260,000; Full time

Job summary

Vacatia in Fort Lauderdale invites a seasoned Customer Experience Principal Architect to design the future of end-to-end experiences across people, process, technology, data and automation. This is a highly strategic, hands-on individual contributor role shaping how owners and guests interact with our platform.

You will partner with Product, Engineering, Data and Operations to translate pain points into scalable requirements, define operating models, set KPI frameworks, and drive

Qualifications

• Significant experience in Customer Experience, Customer Operations, Service Transformation, Product Operations, Business Architecture or a related field.
• Experience designing or transforming complex customer service 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.

Responsibilities

• 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.

Skills

CX strategy

Operational excellence

Data analysis

Cross-functional leadership

Executive communication

Job description

Vacatia in Fort Lauderdale invites a seasoned Customer Experience Principal Architect to design the future of end-to-end experiences across people, process, technology, data and automation. This is a highly strategic, hands-on individual contributor role shaping how owners and guests interact with our platform.

You will partner with Product, Engineering, Data and Operations to translate pain points into scalable requirements, define operating models, set KPI frameworks, and drive