Lifecycle Architect

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

The Lifecycle Architect is a individual contributor responsible for the end-to-end design, architecture, and continuous optimization of the employee lifecycle experience—spanning onboarding, transfers, promotions, and offboarding. Reporting directly to the Leader of Employee Lifecycle Enablement and Service Delivery, this role owns the experience layer: translating people strategy into process blueprints, enablement frameworks, and self-service solutions that employees and managers can genuinely use.

Critically, the Lifecycle Architect does not work in isolation. A core part of this role is partnering tightly with other lifecycle design and enablement roles as well as Tier 1 (HR Shared Services) and Tier 2 (complex case management) service delivery teams to ensure that designed experiences hold up in practice—informing how agents are trained, how knowledge articles are written, and how escalation paths are structured so the intended experience is consistently delivered at every point of contact.

• Architect and own the end-to-end journey maps for all major lifecycle events (Onboarding, Transfers, Promotions, Leaves of Absence, and Offboarding), documenting process flows, decision logic, system touchpoints, and role ownership at every step.
• Design for the full-service tier model
  , ensuring each lifecycle event has a coherent Tier 0 self-service path, a clear Tier 1 assisted support motion, and a well-defined Tier 2 escalation route—so no employee or manager falls through the cracks.
• Translate business and compliance requirements into human-centered process designs that balance operational rigor with a seamless employee experience.
• Identify and eliminate friction
  , using service delivery data, employee feedback, and root-cause analysis to simplify legacy processes, remove redundant steps, and improve end-to-end cycle times.

• Lead the design and ongoing maintenance of Tier 0 self-service assets—knowledge base articles, guided workflows, AI chatbot conversation flows, and manager toolkits—ensuring content is accurate, up-to-date, and written in plain language.
• Apply UX and content design principles to build self-service experiences that genuinely deflect Tier 1 contacts, co-creating with employees and managers through user testing, empathy mapping, and iterative refinement.
• Partner with HR Technology to define UI/UX requirements for People systems (e.g., Workday, Service Now), ensuring system experiences reflect intended process designs.
• Define and track Tier 0 performance
  , including self-service deflection rates and knowledge article effectiveness, using insights to continuously prioritize and improve the enablement content library.

• Serve as the primary design partner to Tier 1 and Tier 2 service delivery teams, ensuring process designs are operationally viable and that agents have the training materials, SOPs, and knowledge resources needed to deliver the intended experience at every interaction.
• Develop and maintain agent-facing enablement assets
  —standard operating procedures (SOPs), process guides, decision trees, escalation matrices, and onboarding/training materials for all lifecycle events.
• Establish structured feedback loops with service delivery
  , using case volume data, agent insights, and escalation patterns to identify where experience designs are breaking down and feed those findings back into the design cycle.
• Participate in quality review cycles
  , auditing case handling against process design intent and flagging systemic gaps for redesign, content refresh, or agent enablement uplift.

• Build…