Business Architect - Consulting & Training and Customer Experience (CX)

Job Summary:

Are you a strategic thinker with a passion for transforming how organizations deliver value to their customers? We are looking for a driven and operationally-minded professional to join a high-impact team within the CIO Office, dedicated to bridging the gap between Go-To-Market strategy and seamless execution. In this role, you will serve as the essential connective tissue across the organization, partnering with business subject matter experts, product owners, technical developers, and policy makers to define and drive a holistic view of business capabilities across Consulting, Training, and Customer Experience functions. You will own the end-to-end architecture of the post-sale customer lifecycle, orchestrating the tools, processes, and people that power services delivery, customer onboarding and adoption, training and education, support, and renewals. This is a unique opportunity to shape the foundational architecture that enables Go-To-Market functions to thrive, while staying at the forefront of AI and automation innovation.

Responsibilities:

- Define and drive the holistic business architecture for Consulting, Training, and Customer Experience functions, with a focus on tools and processes that power services delivery and the end-to-end customer experience
- Partner with Business SMEs to design and document end-to-end processes across the customer lifecycle, including Onboard-to-Adopt, Deliver-to-Value, Learn-to-Certify, and Renew-to-Retain value streams
- Identify cross-functional teams required for execution and orchestrate which systems will serve as the system of record for complex end-to-end customer lifecycle workflows
- Act as a liaison between Business Product teams and Technical Product teams, translating business requirements into actionable technical solutions
- Identify and integrate AI-driven capabilities and automation opportunities to streamline services delivery, customer onboarding, training, support, and renewals
- Apply process re-engineering techniques to diagnose capability gaps and implement solutions that achieve desired customer and service outcomes
- Influence policy owners and SMEs to drive process standardization across consulting, training, and CX functions
- Define and track key performance indicators that evaluate the success of architectural shifts, including time-to-value, billable and resource utilization, CSAT and NPS, customer health scores, training completion and certification rates, and retention and renewal metrics
- Develop and maintain Business Process Models and Capability Maps to support program delivery and stakeholder alignment
- Navigate complex, multi-stakeholder projects simultaneously within an Agile and iterative delivery environment


Skills:

- Proven ability to act as a liaison between business and technical product teams, bridging requirements and execution
- Excellent interpersonal and communication skills with a demonstrated ability to influence policy owners and SMEs to drive process standardization
- Ability to navigate ambiguity and manage complex, multi-stakeholder projects in a fast-paced environment
- Experience in operational business architecture, including functional process design and execution for services and customer-facing teams
- Mastery of process re-engineering techniques to diagnose gaps and implement outcome-driven solutions
- Solution-oriented strategic mindset with the ability to identify the right system of record for complex end-to-end workflows
- Familiarity with Agile methodologies and iterative program delivery
- Strong capability in Business Process Modeling and Capability Mapping
- Demonstrated ability to identify and integrate AI-driven capabilities into services delivery and customer experience processes
- Strong analytical skills with experience defining and tracking KPIs across services and CX domains


Experience:

- 6 or more years of experience in Business Architecture, Professional Services Operations, Customer Success or Experience Operations, or Services Strategy within the technology industry
- Deep understanding of the post-sale customer lifecycle and its value streams, including services delivery, customer onboarding and adoption, training and education, support, and renewals
- Hands-on experience with services and CX enablement tools, specifically Professional Services Automation, project and resource management platforms, LMS and training and certification platforms, customer success platforms such as Gainsight, and case and support management tools such as Salesforce Service Cloud, Zendesk, or ServiceNow


Qualifications:

- Bachelor's degree in Business Administration, Management Information Systems, Engineering, or a related field


This is a rare opportunity to join a collaborative, forward-thinking team at a company that is genuinely invested in your growth and success. You will work on meaningful, large-scale challenges that directly shape how a Fortune 500 company delivers value to its customers, with the autonomy to innovate, the support of talented Workmates, and the chance to leave a lasting impact on the future of work. If you are energized by solving complex problems, driving transformation, and building something that truly matters, this role was made for you.

Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment.

This post is for a contract assignment. Assignment duties and duration are subject to business needs and requirements. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics.

California Notice. Qualified applicants with arrest or conviction records will be considered for employment in accordance with law, including the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Criminal history may have a direct, adverse, and negative relationship with the following job duties: protect and return property, adhere to confidentiality requirements, comply with security requirements, adhere to policies and codes of conduct.

We may use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision-making in the hiring process.

Salary : $77 - $99