Senior CX Architect

YOUR ROLE

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.

YOUR PROFILE

• 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.

WHAT YOU WILL LOVE ABOUT WORKING HERE?

• 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 Sogeti’s capabilities across different domains.