Omnichannel & Customer Experience; CX Architect

Black Stone eIT is looking for an experienced Omnichannel & Customer Experience (CX) Architect to lead our efforts in transforming customer interactions across all touchpoints. In this role, you will design and implement strategies that create seamless and personalized customer experiences, leveraging various channels and technologies. The ideal candidate will have a strong background in customer experience design, omnichannel strategies, and relevant technologies.

• Design and implement comprehensive omnichannel strategies to enhance customer engagement and satisfaction.
• Analyze customer journeys and touchpoints to identify opportunities for improvement and innovation.
• Collaborate with cross‑functional teams, including marketing, sales, and IT, to ensure cohesive delivery of customer experiences across all channels.
• Evaluate and recommend technologies and platforms to support omnichannel initiatives, including CRM systems, marketing automation, and analytics tools.
• Lead the development of customer experience frameworks and guidelines that align with organizational goals.
• Monitor and measure customer experience performance, providing insights and recommendations for continuous improvement.
• Stay updated on industry trends and best practices in customer experience and omnichannel strategies.
• Provide thought leadership and training to teams on omnichannel customer experience practices.

• Bachelor’s degree in Business Administration, Marketing, IT, or a related field;
  Master’s degree preferred.
• 8+ years of experience in customer experience design or omnichannel strategy.
• Proven experience working with CRM systems (e.g., Salesforce, Hub Spot) and customer engagement technologies.
• Strong understanding of customer journey mapping and analytics.
• Experience implementing omnichannel strategies in diverse business environments.
• Exceptional analytical, problem‑solving, and organizational skills.
• Excellent communication and interpersonal skills for effective stakeholder engagement and collaboration.
• Ability to manage multiple projects and prioritize tasks effectively.
• Familiarity with agile methodologies and project management principles.
• Experience in the technology sector or similar industries is a plus.