Lead, Design Architect - Customer Experience

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At Invitation Homes, our associates are the foundation of our success. We connect your work to real impact, invest in your growth, and welcome you to feel at home—because care isn't just something we say, it's something you experience. Invitation Homes owns and operates homes in great neighborhoods across 16 top U.S. markets. We continue to innovate with smart home technology, an industry‑leading maintenance app, and other lifestyle‑enhancing services that make leasing easier than owning.

Our market teams—Leasing, Property Management, and Rehab, Turns & Maintenance—work together to deliver excellent resident experiences and maintain high‑quality homes. Every associate plays a meaningful role in that mission.

The Lead, Design Architect – Customer Experience is the design authority and voice for Invitation Homes' customer‑facing digital experience. This is a purpose‑built, lead‑level role created to centralize how the company designs, measures, and improves the digital tools and workflows that our customers use every day. Owning the experience holistically across platforms, journeys, and teams, this role drives meaningful change with enterprise visibility and influence.

Reporting to the Sr. Director of DXD, it plays a key role in advancing the company’s Center of Excellence vision. This is not a traditional XO role—it blends experience ownership, design architecture, research, and data fluency. Success requires experience with ambiguity, strong customer connection, and the credibility to advocate for customers.

• Serve as the design authority and experience owner for customer‑facing digital experiences
• Lead the design and experience strategy across key platforms (Website, Mobile App, Search, Application, Portal, etc.) and co‑own with the Sr. Director of DXD
• Refine experience standards, interaction patterns, and design principles for customer workflows
• Embed experience design thinking into CoE workflows, prioritization, and decision‑making

• Build strong relationships with the customer experts (Customer Experience, Experience Owners, Product/Technology) to identify friction points and translate them into prioritized design and tooling opportunities
• Represent the customer perspective in cross‑functional planning, roadmap reviews, and strategy sessions
• Document and share insights to build lasting institutional knowledge

• Track feature adoption and assess alignment with intended experience outcomes
• Conduct ongoing system usability assessments with associates
• Establish and maintain feedback mechanisms between customers and DXD/product/technology teams
• Report on experience performance, surfacing gaps, wins, and opportunities
• Work with XOs to identify and elevate opportunities to close visibility gaps in customer experience data
• Establish a forward‑looking view of customer experience priorities

• Leverage vibe coding and AI‑assisted design to rapidly translate insights into testable concepts
• Prototype alternative workflows, tool interactions, and experience improvements across customer platforms
• Evaluate and adopt emerging AI design tooling that accelerates design and innovation

• Partner closely with the Director of Experimentation to co‑develop insight‑driven hypotheses
• Lead design of experience experiments for customer‑facing tools, from concept through analysis
• Design with testability in mind—structuring variants, workflows, and interactions to drive measurable outcomes
• Embrace A/B testing and experimentation as standard practice in validating customer experience changes
• Support the XO experimentation model, with XOs owning experiment backlogs and DXD serving as the methodology and execution expert

• Partner with UX Research early in discovery to co‑design research approaches, translate insights into real‑time design direction, and validate ideas before prototyping or experimentation
• Champion continuous discovery as an ongoing…