Principal, Customer Care CX Strategy

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 Principal, Customer Care CX Strategy is a strategic and collaborative individual contributor responsible for embedding customer experience as a discipline within Customer Care and beyond.  This role partners across the organization to shape the culture, tools, and frameworks that define great service; designing the systems and behaviors that enable consistent, high-quality experiences at scale.  With a deep understanding of customer needs and frontline realities, this leader with translate insights into action, strengthen cross-functional alignment, and help activate a customer-centric mindset throughout the company.  The Principal will play a pivotal role in evolving how we serve residents, strengthen loyalty, and advancing our purpose of unlocking the power of home.   

Essential Job Duties and Responsibilities

• Serve as a strategic partner to the VP, Customer Care and CX program team to operationalize and elevate the enterprise CX strategy within care and support functions
• Lead the definition and governance of experience standards, including establishing service principles, interaction models, and behaviors that drive consistency across all customer touchpoints including telephony
• Champion a digital-first mindset that simplifies service, reduces friction, and ensures human support is focused where it matters most
• Act as the connective tissue between strategy and execution, partnering across CX, Ops, Product, and Technology to ensure that customer facing solutions are both human-centered and operationally sound
• Architect frameworks, toolkits, and models that guide customer facing teams in delivering high-quality, emotionally resonant experiences at scale
• Influence how CX metrics are embedded into team performance goals, product roadmaps, and service design decisions
• Provide strategic consulting and thought leadership on experience transformation initiatives, including service design, associate enablement, and field alignment
• Shape the cultural shift toward customer-centricity by advising on programs, recognition, and storytelling
• Represent Customer Care in company-wide forums to ensure the customer’s voice is considered in decision-making around process, policy, and solutions
• Act as a subject matter expert on emerging trends in experience strategy, care model evolution, and behavior change at scale

Qualifications:

• 6+ years of experience in customer experience, service design, customer success, or transformation roles
• Strong portfolio of CX work, including frameworks, enablement tools, and delivering outcomes based on journey mapping exercises
• Experience influencing and aligning across matrixed organizations and diverse stakeholder groups
• Familiarity with customer analytics, service metrics, VoC platforms, and CRM systems
• Excellent verbal and written communication skills, with a talent for translating insights into clear, actionable strategies
• Demonstrated ability to lead change, inspire teams, and activate customer-centric behaviors
• Comfort operating in ambiguous, fast-paced environments with multiple priorities  

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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