Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500000 organizations including 80% of the Fortune 100 rely on Airtable to transform how work gets done.

Were hiring a Lead Customer Experience Architect a high-impact cross-functional role for a proven operator who knows how to get big strategic programs off the ground and deliver measurable customer impact. Reporting directly to the Chief Customer Officer youll serve as a thought partner and force multiplier helping to define and operationalize critical initiatives across the Customer Success Group (CSG) which includes Customer Success Support Services and Renewals.

Youll own and lead enterprise-level programs that shape how we deliver value across the customer lifecycle including:

• The Customer Journey Initiative bringing clarity to what success looks like at each stage and driving consistent execution across teams
• The Customer Listening Engine embedding customer insights into how we operate and ensuring feedback drives meaningful change
• Additional high-priority programs that strengthen the customer experience and accelerate long-term growth

In addition to leading enterprise-wide programs this role acts as a strategic execution partner to the Chief Customer Officerhelping drive alignment accelerate progress on high-priority initiatives and ensure the voice of the customer is embedded across the business.

What youll do

• Lead Strategic Programs Across the Lifecycle
  Scope design and operationalize cross-functional initiatives that improve the customer experience and support scalable growth. Prioritize and drive execution across programs like Customer Journey Mapping Customer Listening and renewal or onboarding transformation.
• Customer Journey Mapping & Stage Gate Definition
  Develop and drive adoption of a shared framework that defines customer journey stages success criteria ownership and key touchpoints. Ensure we measure progress based on customer outcomes not just internal activity.
• Customer Listening & Feedback Activation
  Stand up Airtables Customer Listening Engineestablishing scalable systems and operating rhythms to collect synthesize and action customer insights across the business (e.g. NPS product feedback support signals social). Drive a closed-loop process that ensures the customers voice directly informs roadmap messaging and success motions.
• Own Cross-Org Responses to Customer Issues
  Lead rapid-response initiatives to address friction points surfaced by strategic customers. Partner with Product GTM and CSG leaders to align on solutions ensure accountability and deliver customer-ready fixes.

Who you are

• A strategic operator with a track record of delivering cross-functional programs that drive customer and business impact
• Highly organized execution-oriented and comfortable navigating ambiguity
• Deeply customer-centric with a passion for turning feedback into action
• Confident working across all levels of the org including direct engagement with senior leaders
• Comfortable acting as a trusted operator and advisor to senior leadership with the judgment and execution skills to lead initiatives independently on behalf of the CCO
• 1015 years of experience in CX Strategy Customer Programs Strategic Initiatives or Chief of Staff-style roles in a high-growth B2B environment

Why This Role Matters Airtable has already built its customer engagement modelbut we havent yet defined the success criteria or stage gates that guide customer progress. This role will fill that gap aligning teams around measurable outcomes and enabling scalable data-driven execution. Youll ensure that the customer voice is embedded in our operations and that our most important initiatives are executed with speed clarity and impact.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds experiences abilities and perspectives. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any characteristic protected by applicable federal and state laws regulations and ordinances. Learn more about your EEO rights as an applicant.

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