Customer Experience Principal Architect

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Vacatia is transforming the vacation ownership industry by bringing together hospitality, technology, customer experience and innovative new ways for owners to enjoy and manage their vacation ownership.

As we continue to grow, we are looking for a Customer Experience Principal Architect to help design the future of how we serve our owners and guests.

This is not a traditional Customer Experience operations role. It is a highly strategic, hands‑on individual contributor position for someone who can look across the entire customer ecosystem, identify where experiences, processes, systems and data break down, and design better ways of working.

You will operate at the intersection of Customer Experience, Operations, Product, Technology, Data and Automation, helping Vacatia move from fragmented processes and systems toward a more connected, scalable and intelligent customer experience.

• 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.

We are looking for someone who combines CX strategy with strong operational, analytical and technology instincts.

You may have built or transformed customer support, customer success, service operations or other complex customer-facing environments. More importantly, you know how to step outside the existing organization and rethink how the experience should work from end to end.

The ideal candidate brings:

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