Lead Customer Experience Architect

We’re 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, you’ll 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.

You’ll 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 Officer—helping drive alignment, accelerate progress on high-priority initiatives, and ensure the voice of the customer is embedded across the business.

What you'll 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 Airtable’s Customer Listening Engine—establishing 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 customer's 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
• 10–15 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 model—but we haven’t 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. You’ll 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. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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