Lead Customer Experience Architect - Remote

Overview

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.

In Short

• High-impact, cross-functional role reporting to the Chief Customer Officer.
• Lead enterprise-level programs to enhance customer experience.
• Drive the Customer Journey Initiative for clarity on success metrics.
• Establish the Customer Listening Engine to embed customer insights.
• Partner with senior leadership to align on strategic initiatives.
• 10-15 years of experience in CX Strategy or related roles.
• Highly organized and execution-oriented.
• Deeply customer-centric with a passion for actionable feedback.
• Lead rapid-response initiatives for customer issues.
• Ensure customer voice informs business operations.

Requirements

• Track record of delivering cross-functional programs.
• Experience in high-growth B2B environments.
• Ability to navigate ambiguity and drive execution.
• Strong organizational skills and attention to detail.
• Experience engaging with senior leaders.
• Strategic thinking with a focus on customer outcomes.
• Experience with customer feedback mechanisms (e.g., NPS).
• Proven ability to manage complex programs.
• Strong communication skills.
• Ability to work independently and as part of a team.

Benefits

• Comprehensive benefits package.
• Opportunity to receive restricted stock units.
• Incentive compensation potential.
• Diversity and inclusion initiatives.
• Support for professional development.
• Flexible work environment.
• Collaborative company culture.
• Commitment to employee well-being.
• Equal opportunity employer.
• Remote work options available.