Lead CX Design Architect & Experience Strategy

Invitation Homes; Illinois; On-site; USD 108,675 - 188,370; Full time

Benefits offered by this job

Competitive pay & annual bonus

Generous PTO & holidays

401(k) with company match

Casual dress code

Job summary

Invitation Homes is seeking a Lead, Design Architect - Customer Experience to own the design and delivery of the customer-facing digital experience. You will drive the strategy across website, mobile app, search, and portal, shaping how customers interact with our tools and workflows.

You will lead design thinking, collaborate across CX, product, and technology, and use AI-assisted methods to prototype and test improvements that impact adoption and satisfaction.

Qualifications

• 5+ years in product/design/UX with customer-focus.
• Strong web and mobile app workflow evaluation skills.
• Experience conducting UX research and usability studies.
• Analytical with feature adoption data and dashboards.
• Ability to influence across functions without formal authority.
• Excellent communication and storytelling for design strategy.

Responsibilities

• Serve as design authority for customer-facing digital experiences.
• Lead design strategy across Website, Mobile App, Search, and Portal.
• Refine experience standards and interaction patterns.
• Embed design thinking into CoE workflows and decisions.
• Partner with CX, Product, and Tech to identify friction and opportunities.
• Track adoption and report on experience performance and gaps.
• Prototype using AI-enabled tools and rapid experimentation.
• Drive design-led testing and hypothesis-driven experiments.

Skills

Product design

Experience design

UX

Digital product ownership

Web apps

Mobile apps

UX research

Data analytics

Cross-functional influence

Communication

Tools

AI design tools

A/B testing tools

Job description

Invitation Homes is seeking a Lead, Design Architect - Customer Experience to own the design and delivery of the customer-facing digital experience. You will drive the strategy across website, mobile app, search, and portal, shaping how customers interact with our tools and workflows.

You will lead design thinking, collaborate across CX, product, and technology, and use AI-assisted methods to prototype and test improvements that impact adoption and satisfaction.