Principal, Customer Care CX Strategy

Invitation Homes • Addison, TX

121d • $98,775 - $171,210

About The Position

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 will 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 advance our purpose of unlocking the power of home.

Requirements

• 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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees