Principal Architect- Customer Journeys

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.
• Embed technical architecture principles including cloud-native design (AWS, Azure), event-driven and asynchronous processing, and serverless computing into journey platforms.
• Ensure alignment with modern system architecture and value stream optimization across customer engagement layers.

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.
• Integrate cloud-native services and serverless components to enhance scalability and agility of journey platforms.
• Apply event-driven architecture principles to enable real-time customer interaction and orchestration.

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.
• Collaborate with cloud engineering teams to ensure AWS and Azure services are leveraged effectively in journey platforms.
• Support asynchronous processing and integration patterns to improve responsiveness and scalability.

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.
• Cloud Architecture: Knowledge of AWS and Azure platforms, including serverless computing, containerization, and cloud-native services.
• Modern System Architecture: Experience with event-driven design, asynchronous processing, and microservices-based platforms.