Customer Journey Architect — Hybrid (Orlando)

Tricon Solutions; Orlando (FL); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Tricon Solutions in Orlando, FL is seeking a Customer Journey Lead to own and evolve the end-to-end customer journey for residential and commercial segments. The role focuses on aligning CX strategies with business goals, leveraging workshops, mapping exercises, and governance to deliver measurable improvements.

You will collaborate with Market Research, BRM, and Analytics to design insights-driven roadmaps, monitor KPI outcomes, and advocate customer-centric practices across the organization.

Qualifications

• 5+ years in progressive customer experience strategy development and management.
• Proven track record leading large-scale cross-functional initiatives from concept to delivery.
• PMP or Scrum Master certifications.
• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
• Exceptional communication and visual storytelling skills to influence stakeholders.
• Familiarity with SLAs, commercial contracts, and multi-touchpoint operational workflows.
• A customer-centric mindset with a passion for creating intuitive, impactful experiences.

Responsibilities

• Define and own the vision for the assigned customer journey, ensuring alignment with business goals.
• Lead and evolve end-to-end journey architecture across residential and commercial segments using workshops, mapping, and documentation.
• Design future-state journeys informed by industry trends to ensure CX strategies are innovative and aligned with plans.
• Champion the voice of the customer by grounding decisions in empathy and data.
• Partner with Market Research to design and leverage customer insights programs and develop business cases.
• Collaborate with BRM and Business Planning to develop and manage a multi-year CX roadmap for residential and commercial experiences.
• Collaborate with key partners to ensure journey accuracy and customer-centric solutions across experiences.
• Use storytelling and visual communication to translate complex processes into compelling narratives for leaders.
• Partner with analytics to develop, maintain, and monitor journey KPIs and dashboards.
• Maintain governance and version control for journey documentation.
• Support the CX Manager in executing enterprise CX strategy.

Skills

Analytical skills

Communication & storytelling

Customer-centric mindset

Stakeholder influence

Journey mapping experience

Education

Bachelor's degree

PMP or Scrum Master certifications

Tools

Jira

Project management tools

Job description

Tricon Solutions in Orlando, FL is seeking a Customer Journey Lead to own and evolve the end-to-end customer journey for residential and commercial segments. The role focuses on aligning CX strategies with business goals, leveraging workshops, mapping exercises, and governance to deliver measurable improvements.

You will collaborate with Market Research, BRM, and Analytics to design insights-driven roadmaps, monitor KPI outcomes, and advocate customer-centric practices across the organization.