Experience Owner Principal

Invitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with 110000 single family rental homes and a market capitalization of over $25 billion. We are a team of more than 1600 associates who come from all walks of life. We call different communities home but our shared values bind us together. Invitation Homes is a place where possibility lives.

The Experience Owner Principal is responsible for working cross-functionally to enhance the customer experience at every step. A strategic and collaborative leader this role owns and optimizes key journeys so that every customer interaction reflects our commitment to Genuine CARETM. They translate customer insights into actionable strategies by gaining cross-functional alignment prioritizing experience enhancements and fostering a culture of customer-centricity. This role is instrumental in shaping how we deliver value build trust and deepen relationships with our customers.

Essential Job Duties and Responsibilities

• Serve as the strategic owner of one or more customer journeys accountable for experience outcomes across all relevant touchpoints
• Establish a digital-first human-centered process to service design and delivery
• Translate Voice of Customer (VoC) insights journey analytics and frontline feedback into prioritized experience improvements
• Partner with Operations Technology VoC and Marketing to co-design and deliver customer-centric solutions
• Help define experience KPIs and lead performance reviews to ensure continuous improvement and impact
• Facilitate journey mapping and service blueprinting sessions to uncover pain points and opportunities
• Develop and maintain experience frameworks playbooks and processes to guide consistent delivery
• Advocate for the customer in strategic planning policy development and operational decision-making
• Lead cross-functional working groups to align on priorities resources and execution plans
• Stay current on CX trends tools and methodologies to bring innovative thinking to the organization

Qualifications

• 6 years of experience in customer experience service design product management or transformation roles
• Proven success in leading cross-functional initiatives that improve customer satisfaction and loyalty
• Strong analytical skills with experience in journey analytics VoC platforms and CX measurement
• Exceptional communication and influence skills with the ability to align diverse stakeholders
• Experience with agile design thinking and human-centered design methodologies
• Ability to thrive in a fast-paced matrixed environment with competing priorities
• Passion for customer advocacy and driving meaningful change

Why Invitation Homes

We stand for flexibility opportunity and a home that people can make their own. Its as true for our associates as it is for our residents. Just like we help our residents live freer we liberate our associates careers too. Our associates know that at Invitation Homes goals matter potential is unlocked and careers thrive. Invitation Homes isnt just a work place it is a possibility place. Invitation Homes offers the below to each new associate:

• Competitive pay and an annual bonus program for all associates

• Generous paid time off plans including vacation accrual sick time volunteer time and standard and floating holidays

• 401k with matching company contributions

• Awesome work environment with casual dress

• Team events and gatherings

• Employee resource groups: Together with Women Asian Alliance Black Collective Juntos Gen Next and Open Invitation.

Invitation Homes truly is where possibility lives pour a new foundation here!

Salary Range

Compensation and Benefits

To attract and retain top talent were pleased to offer competitive compensation and benefits including:

• Annual bonus program

• Health dental vision and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual sick time standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other factor protected by applicable federal state or local law. If you have a disability or special need that requires accommodation please contact us at .

To all recruitment agencies: Invitation Homes does not accept agency resumes. Please do not forward resumes to Invitation Homes employees. Invitation Homes is not responsible for any fees related to unsolicited resumes.