Senior CX Architect

As a CX Architect you will be responsible for defining and shaping end-to-end customer experience solutions across digital marketing sales and service channels. You will work closely with business stakeholders product owners marketing teams architects and technology delivery teams to design customer-centric journeys that leverage customer data personalisation automation and analytics capabilities. Acting as the bridge between business vision and technology implementation you will ensure that customer experiences are seamless consistent and data-driven across all touchpoints. This role offers the opportunity to influence enterprise-wide customer engagement strategies while driving the design of scalable and measurable customer experience solutions across a complex MarTech and CRM ecosystem.

Key Responsibilities of the Role

• Define and maintain end-to-end customer journey architectures across marketing sales service web and digital engagement channels.
• Translate business and customer experience objectives into scalable solution designs leveraging CRM customer data personalisation analytics and marketing technologies.
• Lead customer journey mapping service blueprinting and experience design workshops with business and technology stakeholders.
• Establish customer experience standards design principles and governance frameworks to ensure consistency across channels and platforms.
• Collaborate with MarTech CRM data integration and engineering teams to ensure customer journeys are supported by accurate data effective processes and integrated technology solutions.
• Drive continuous improvement of customer experiences through analytics customer insights performance measurement testing and optimisation initiatives.

• Strong experience designing and delivering customer experience CRM MarTech or digital transformation solutions within complex enterprise environments.
• Deep understanding of customer journey mapping customer lifecycle management personalisation omnichannel engagement customer data management and experience design methodologies.
• Experience working with platforms such as Salesforce Marketing Cloud Salesforce Data Cloud CRM solutions customer analytics platforms customer service applications and digital engagement technologies.
• Strong stakeholder management facilitation requirements definition and solution design skills with the ability to engage effectively with business and technical teams.
• Knowledge of customer experience measurement frameworks data-driven decision-making privacy and consent management and customer-centric design best practices.

• Craft your own career path through continuous learning and personal growth;
• Our commitment to maintain high ethical standards ensuring Diversity Sustainability and Inclusion in our business practises;
• Be a part of our professional communities role framework which promotes professional growth career development and enhances Sogetis capabilities across different domains.