Experience Owner Principal

Invitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with 110,000 single family rental homes and a market capitalization of over $25 billion. We are a team of more than 1,600 associates who come from all walks of life. We call different communities "home," but our shared values bind us together. Invitation Homes is a place where possibility lives.

The Experience Owner Principal is responsible for working cross-functionally to enhance the customer experience at every step. A strategic and collaborative leader, this role owns and optimizes key journeys so that every customer interaction reflects our commitment to Genuine CARETM. They translate customer insights into actionable strategies by gaining cross-functional alignment, prioritizing experience enhancements, and fostering a culture of customer-centricity. This role is instrumental in shaping how we deliver value, build trust, and deepen relationships with our customers.

Essential Job Duties and Responsibilities

• Serve as the strategic owner of one or more customer journeys, accountable for experience outcomes across all relevant touchpoints
• Establish a digital-first, human-centered process to service design and delivery
• Translate Voice of Customer (VoC) insights, journey analytics, and frontline feedback into prioritized experience improvements
• Partner with Operations, Technology, VoC, and Marketing to co-design and deliver customer-centric solutions
• Help define experience KPIs and lead performance reviews to ensure continuous improvement and impact
• Facilitate journey mapping and service blueprinting sessions to uncover pain points and opportunities
• Develop and maintain experience frameworks, playbooks, and processes to guide consistent delivery
• Advocate for the customer in strategic planning, policy development, and operational decision-making
• Lead cross-functional working groups to align on priorities, resources, and execution plans
• Stay current on CX trends, tools, and methodologies to bring innovative thinking to the organization

Qualifications

• 6+ years of experience in customer experience, service design, product management, or transformation roles
• Proven success in leading cross-functional initiatives that improve customer satisfaction and loyalty
• Strong analytical skills with experience in journey analytics, VoC platforms, and CX measurement
• Exceptional communication and influence skills, with the ability to align diverse stakeholders
• Experience with agile, design thinking, and human-centered design methodologies
• Ability to thrive in a fast-paced, matrixed environment with competing priorities
• Passion for customer advocacy and driving meaningful change

Why Invitation Homes

We stand for flexibility, opportunity, and a home that people can make their own. It’s as true for our associates as it is for our residents. Just like we help our residents live freer, we liberate our associates’ careers, too.  Our associates know that at Invitation Homes goals matter, potential is unlocked, and careers thrive. Invitation Homes isn’t just a work place it is a possibility place. Invitation Homes offers the below to each new associate:

• Competitive pay and an annual bonus program for all associates

• Generous paid time off plans including vacation accrual, sick time, volunteer time, and standard and floating holidays

• 401k with matching company contributions

• Awesome work environment with casual dress

• Team events and gatherings

• Employee resource groups: Together with Women, Asian Alliance, Black Collective, Juntos, Gen Next, and Open Invitation.

Invitation Homes truly is where possibility lives, pour a new foundation here!

Salary Range

The salary range for this position is: $98,775.00 - $171,210.00, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.

Compensation and Benefits

To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program

• Health, dental, vision, and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at humanresources@invitationhomes.com.

To all recruitment agencies: Invitation Homes does not accept agency resumes.  Please do not forward resumes to Invitation Homes employees.  Invitation Homes is not responsible for any fees related to unsolicited resumes. 

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