Principal Architect- Customer Journeys
Job Description
Job Description
Overall objectives
.Architect end-to-end customer journeys that deliver measurable business and experience outcomes, aligned with strategic capabilities and value streams.
.Act as the key integrator of customer-centric design and enterprise architecture, driving alignment between customer experience (CX), business goals, and enabling technologies.
.Orchestrate cross-functional collaboration to embed capability-based design into customer journeys and digital channels.
.Serve as a strategic partner in journey modernization programs, applying a structured business architecture lens to improve agility, personalization, and service quality.
.Maintain traceability from journey design to business value and enterprise objectives.
Role specific responsibilities
.Lead the definition, modeling, and maintenance of enterprise customer journey blueprints, ensuring traceability to capabilities and strategic outcomes.
.Partner with CX, product, strategy, and channel teams to embed journey insights into transformation programs.
.Actively support value stream identification and optimization, ensuring business capabilities and pain points are addressed through architecture.
.Co-design future-state operating models for high-priority journeys (e.g., onboarding, service recovery, complaints handling).
.Ensure journey initiatives are architecturally sound, technically feasible, and integrated with enterprise capability and process landscapes.
.Maintain documentation in the business architecture repository, aligned to EA standards and taxonomy.
General functional responsibilities
.Represent customer journey perspectives in enterprise architecture boards, governance forums, and transformation design reviews.
.Ensure architecture artifacts reflect alignment with the broader data, application, and technical landscape.
.Promote standardization of reusable digital capabilities (e.g., onboarding KYC, authentication, communication) across journeys.
.Track journey performance, maturity, and value realization, contributing to architecture KPIs and roadmap tracking.
.Coach architects, analysts, and product owners on capability-led, experience-driven design.
.Contribute to the evolution of enterprise architecture practices by embedding journey thinking into frameworks, tooling, and governance.
Qualifications
Core competencies required
.Journey-Centric Architecture Expertise: Experience designing, evolving, and governing omnichannel customer journeys mapped to enterprise capabilities.
.Value Stream & Capability Mapping: Proficiency in linking customer intents to business outcomes, processes, and enabling technology..CX-to-Tech Bridging: Proven ability to translate customer needs and pain points into business and IT requirements.
.Strategic Thinking: Ability to drive prioritization, roadmap alignment, and investment rationale based on journey impact and business value.
.Collaboration & Influence: Strong stakeholder engagement across business, product, CX, and technology domains to align on shared outcomes.
.Continuous Improvement: Familiarity with journey analytics, VOC feedback loops, and agile delivery to optimize journeys.