Lead Experience Design Architect for CX

Invitation Homes; Washington (Washington County); On-site; USD 108,675 - 188,370; Full time

Benefits offered by this job

Competitive pay and annual bonus for所有

Generous PTO including vacation accrua

401(k) with company matching

Casual dress code and great work env

Team events and culture of connection

Employee Resource Groups: Women, Asian

Career growth and internal promotions

Job summary

Invitation Homes seeks a Lead, Design Architect - Customer Experience to own the digital customer journey across websites, apps, and portals. You will set experience standards, drive design strategy, and partner with CX, Product, and Tech to reduce friction and elevate the customer voice.

You will shape experiments, oversee rapid prototyping with AI tools, and collaborate across teams to ensure measurable improvements in usability and adoption.

Qualifications

• 5+ years of experience in product design, UX or digital product ownership with customer focus.
• Strong web and mobile app knowledge to evaluate workflows without engineering dependency.
• Proven experience in customer experience research, usability assessments, and insights.
• Analytical with familiarity in feature adoption data and usability metrics.
• Cross-functional influence and ability to advocate with product, operations and engineering.
• Excellent communication translating digital and real-world realities into design strategy.

Responsibilities

• Lead design authority for customer-facing digital experiences across platforms.
• Refine experience standards and design principles for customer workflows.
• Embed experience design thinking into Center of Excellence workflows.
• Build relationships with CX, Product and Technology to identify friction points.
• Represent customer perspective in planning, roadmaps, and strategy sessions.
• Lead experimentation and A/B testing to validate changes.
• Partner with UX Research in early discovery to inform design direction.
• Drive change adoption strategies with Operations and HR.

Skills

Product design

Experience design

UX ownership

UX research

Cross-functional influence

Communication skills

Tools

AI design tools

Job description

Invitation Homes seeks a Lead, Design Architect - Customer Experience to own the digital customer journey across websites, apps, and portals. You will set experience standards, drive design strategy, and partner with CX, Product, and Tech to reduce friction and elevate the customer voice.

You will shape experiments, oversee rapid prototyping with AI tools, and collaborate across teams to ensure measurable improvements in usability and adoption.