Business Architect - Consulting & Training and Customer Experience (CX)

About the Team

The Business Architecture team is a high-impact group within the CIO Office supporting the GTM Next Program. We focus on delivering robust business capabilities aligned to GTM Value Streams within the customer buying journey, ensuring that our internal processes are efficient, scalable, and value-driven. Our team acts as the essential "glue" across the organization, connecting business SMEs, Product Owners, technical developers, and policy makers. We are a collaborative group of problem-solvers committed to building the foundational architecture that allows our GTM functions to thrive.

About The Role

We are searching for a strategic and operationally-minded Business Architect to join our team. In this role, you will be responsible for defining and driving the holistic business view of capabilities required for our Consulting, Training, and Customer Experience functions. You will focus specifically on the tools and processes that power services delivery and the end-to-end customer experience, including Professional Services Automation (PSA), project and resource management, Learning Management Systems (LMS) and certification platforms, customer success, and case/support management, alongside other critical post-sale platforms. You will work closely with Business SMEs to define end-to-end processes across the customer lifecycle (e.g., Onboard-to-Adopt, Deliver-to-Value, Learn-to-Certify, and Renew-to-Retain), identify the cross-functional teams needed for execution, and orchestrate which systems will host these processes. A key part of this role will be identifying opportunities to leverage AI and automation to streamline services delivery, customer onboarding, training, support, and renewals, ensuring our technical solutions perfectly align with business needs while staying at the forefront of innovation.

Required Qualifications

• 6+ years of experience in Business Architecture, Professional Services Operations, Customer Success/Experience Operations, or Services Strategy within the technology industry.
• Deep understanding of the post-sale customer lifecycle and its value streams — services delivery, customer onboarding and adoption, training and education, support, and renewals.
• Hands-on experience with services and CX enablement tools — specifically Professional Services Automation (PSA), project and resource management, LMS / training and certification platforms, customer success platforms (e.g., Gainsight), and case/support management (e.g., Salesforce Service Cloud, Zendesk, ServiceNow).
• Bachelor's degree in Business Administration, Management Information Systems, Engineering or a related field.

Other Skills

• Collaboration: Proven ability to act as a liaison between Business Product teams (requirements) and Technical Product teams (builders).
• Influence: Excellent interpersonal skills with a demonstrated ability to influence policy owners and SMEs to drive process standardization across consulting, training, and CX functions.
• Adaptability: Ability to navigate through ambiguity and manage complex, multi-stakeholder projects simultaneously.
• Operational Excellence: Experience in "Operational" Business Architecture—moving beyond high-level theory into functional process design and execution for services and customer-facing teams.
• Process Re-engineering: Mastery of re-engineering techniques to diagnose gaps and implement solutions that achieve desired customer and service outcomes.
• Strategic Thinking: Solution-oriented mindset with the ability to identify the "right" system of record for complex end-to-end customer lifecycle workflows.
• Agile Transformation: Familiarity with Agile methodologies and iterative program delivery in a fast-paced environment.
• Technical Mapping: Strong capability in Business Process Modeling (BPMN) and Capability Mapping.
• AI & Innovation Mindset: Demonstrated ability to identify and integrate AI-driven capabilities into services delivery and customer experience processes to improve efficiency, time-to-value, and decision-making.
• Analytical Skills: Strong analytical skills to define and track KPIs that evaluate the success of services and CX architectural shifts — such as time-to-value, billable/resource utilization, CSAT/NPS, customer health, training completion and certification rates, and retention/renewal.

Pay

$72.58/hr. - $96.77/hr. (W2)

Req#

2699