Experience Architect

** Motorola Solutions values your privacy**    .## Experience Architect##
** Company Overview
** At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
** Aperçu de l’entreprise
** Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations.

Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.##
** Department Overview
** The Customer Experience team is instrumental in shaping and delivering world-class experiences to progress our vision of being the easiest company to do business with in our industry. We are looking for a skilled Experience Architect to drive our customer experience transformation efforts. In this role, you will partner with customers, front-line teams & leaders to continuously improve our customers' journey across products and services.##

Job Description ##
** The Opportunity
** As an Experience Architect, you’ll look beyond the interface to architect the customer’s end-to-end experience, using journey mapping and process design to eliminate friction throughout our service ecosystem. You will reimagine the invisible threads that connect our backend processes to our frontend customer touchpoints. You will act as a bridge between business strategy and execution, serving as a trusted advisor to leadership to ensure our operational results match our brand promise.##

** Primary Responsibilities**## 1. Strategic Service Design & Blueprinting
* End-to-End Orchestration:
Lead the discovery and mapping of complex service journeys, identifying "moments of truth" and systemic friction points.
* Visualizing Complexity:
Develop high-fidelity service blueprints, ecosystem maps, and customer journey maps that align disparate departments (Sales, Support, Ops) under one vision.
* Workshop Leadership:
Design and facilitate high-impact co-creation workshops with business stakeholders and end-users to move from problem identification to solution architecture.##
** 2. Process Engineering & Systemic Innovation
*** Global Scalability:
Design reimagined service processes optimized for digital-first delivery, ensuring solutions are robust enough for international markets while remaining agile.
* The "Architect" Mindset:
Evaluate how changes in one part of the tech stack (e.g., Salesforce) impact the user experience elsewhere, ensuring a seamless data and logic flow.## 3. Product Collaboration & AI Integration
* Rapid Prototyping:
Leverage AI-powered design tools to accelerate the transition from "sticky note concepts" to functional wireframes and interactive prototypes.
* Technical Liaison:
Work as a peer to UI/UX Designers and Engineering Leads to ensure the structural integrity of the experience remains intact during the build phase.## 4. Performance Architecture
* Evidence-Based Design:
Partner with Data Science teams to define success metrics. Ensure that you design for CSAT, flow time, and cost-to-serve reduction.
* Continuous Evolution:
Establish a feedback loop where post-launch data informs the next iteration of the service blueprint.## Who You Are
* The Strategist:
You have 5+ years of experience in Service Design, Process Transformation, or Management Consulting. You see the "big picture" but can zoom into the details of a specific API integration.
* The Facilitator:
You are comfortable in a room full of…