We are seeking a strategic, multi-disciplinary UX / CX Architect with deep expertise in designing integrated, scalable, customer-centric, and user-friendly solutions. This essential role supports our Delivery Support Agile Release Train (ART), focusing on delivering reliable, high-performing, intuitive, and engaging experiences across the digital products that power our Workplace Solutions offerings.
This position provides technical and architectural leadership for systems that directly shape the day-to-day experience of our customers, users, and internal delivery teams, including Salesforce and other core platforms that support the experience layer. You will focus on defining the architecture and roadmap for, and overseeing the delivery-team evolution of, intuitive, accessible, secure, and resilient platforms that enable proactive support, seamless digital interactions, simplified workflows, and positive engagement across the customer journey. This includes reviewing and extending UX/CX research and wireframes delivered by an external design partner, and guiding delivery teams through implementation — the initial focus is a secure, centralized member portal.
As a Lead UX / CX Architect within the Delivery Support ART, you will shape and advocate for architecture that emphasizes customer value, usability, accessibility, service quality, and experience consistency across our employer, member/employee, and broker audiences. Your ability to simplify complexity, influence product and delivery direction, translate customer and user needs into scalable solutions, and collaborate across disciplines will be pivotal in driving forward Mutual of Omaha’s commitment to exceptional customer and user experience.
WHAT WE CAN OFFER YOU:
- Estimated Salary: Minimum: $160,000 - $185,000, plus annual bonus opportunity
- Benefits and Perks: 401(k) plan with a 2% company contribution and 6% company match
- Work-life balance: with vacation, personal time and paid holidays. See our benefits and perks page for details.
- Time Off: Up to 15 days of vacation annually, plus 11 paid holidays including 2 floating holidays
- Eligibility: Applicants must not now, nor at any point in the future, require sponsorship for employment
This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings.
WHAT YOU'LL DO:
UX / CX Architecture Leadership: Lead the architectural design and oversee delivery-team implementation of end-to-end solutions that power customer, user, and internal-facing experiences. Ensure architecture decisions prioritize usability, accessibility, responsiveness, simplicity, reliability, maintainability, scalability, and alignment to customer and business outcomes.
Foundation Validation & Roadmap Development: Review and validate UX/CX research, wireframes, and data models produced by an external design partner; translate that foundation into a prioritized, phased architecture roadmap.
User and Customer Experience Mapping & Design: Collaborate with business stakeholders, product owners, UX designers, CX leaders, and delivery teams to map user and customer journeys across employer, member/employee, and broker audiences. Translate journey insights, pain points, and customer feedback into platform improvements, workflow enhancements, automation opportunities, and technical solutions that improve engagement and satisfaction.
Platform & Experience Design: Shape platforms, data models, experience sites, workflows, APIs, and integrations that streamline the delivery support ecosystem. Design solutions that enable fast, consistent, personalized, and easy-to-use interactions across customer touchpoints, internal support processes, and digital self-service experiences. Partner closely with a dedicated implementation team to translate architecture and roadmap decisions into shipped experiences. This includes shaping how Salesforce and other supporting systems integrate with and reinforce the experience layer — ensuring the front-end experience and underlying platforms work as a cohesive whole, without requiring hands-on Salesforce development.
User and Customer Experience Mapping & Design: Collaborate with business stakeholders, product owners, UX designers, CX leaders, and delivery teams to map user and customer journeys within Salesforce and other systems. Translate journey insights, pain points, and customer feedback into platform improvements, workflow enhancements, automation opportunities, and technical solutions that improve engagement and satisfaction.
Innovation & Experience Optimization: Drive architectural innovation by identifying emerging technologies, UX/CX patterns, automation capabilities, and experience-enhancing design approaches. Lead experiments and proofs-of-concept focused on reducing friction, improving usability, minimizing latency, simplifying manual effort, and increasing customer and user satisfaction.
Agile Delivery Enablement: Act as a key contributor within the Agile Release Train (ART), actively participating in PI planning, backlog refinement, solution design, and delivery ceremonies. Provide architecture guidance that helps teams deliver incrementally while keeping user experience, customer experience, accessibility, and service quality at the center of solution decisions.
Mentorship & Collaboration: Coach engineers, analysts, product owners, and delivery partners on customer-first and user-centered architectural practices, in partnership with the corporate design team. Promote shared responsibility for customer outcomes, usability, service design, and continuous improvement across enabled experiences.
WHAT YOU’LL BRING:
- 5+ years of enterprise architecture experience with a strong focus on user experience, customer experience, digital self-service, and service quality.
- Strong understanding of customer support, case management, customer journeys, user workflows, experience design, and digital engagement platforms.
- Demonstrated ability to map and design user and customer experiences, converting insights, feedback, business needs, and pain points into technical architecture that improves usability, service outcomes, and customer satisfaction.
- Experience with automation, integration patterns, domain-driven design, event-based systems, and modern API development.
- Familiarity with UX and CX measurement approaches, including customer satisfaction, user satisfaction, response time, task completion, first contact resolution, adoption, usability, and digital engagement metrics.
- Effective communicator, capable of aligning diverse teams around architecture, experience goals, customer outcomes, and platform direction.
Preferred:
- UX/CX-related certifications.
- Group Benefits or Insurance industry experience.
- Knowledge of customer data platforms (CDPs), voice-of-customer programs, journey analytics, feedback mechanisms, personalization strategies, and experience measurement tools.
- Familiarity with AWS, event streaming (Kafka), integration platforms such as MuleSoft, design systems, accessibility standards, and customer-facing digital experience platforms.
- Understanding of how Salesforce and other core systems support and integrate with the broader UX/CX experience, including Sales Cloud, Service Cloud, and Experience Cloud
We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.
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