Hybrid Experience Design Architect

at Kimberly-Clark

• Job title: Experience Design Architect
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $127,600 - $157,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Experience Design Architect responsible for defining customer experience architecture and service blueprints for Kimberly-Clark brands. Collaborating with cross-functional teams to improve experience delivery across various platforms.

Responsibilities

• Define the high-level architecture of customer and employee experiences across platforms, channels, and functions.
• Map front-stage and back-stage interactions, ensuring seamless integration between customer-facing and internal workflows.
• Translate experience strategy into technical design requirements that guide platform configuration, data flows, and process design.
• Design and prototype key experience moments that serve as emotional or functional anchors within the broader journey.
• Lead the creation of service blueprints that visualize how people, processes, data, and technology work together to deliver the experience.
• Partner with Journey Managers to ensure blueprinting reflects both aspirational goals and operational realities.
• Identify dependencies, gaps, and opportunities across systems and teams to improve experience delivery.
• Ensure key moments are clearly articulated and prioritized within service blueprints and visual concepts to guide implementation.
• Establish and maintain experience design standards, frameworks, and reusable components.
• Ensure consistency and scalability of experience design across journeys, platforms, and regions.
• Govern documentation and design artifacts that support cross-functional alignment and execution.
• Work closely with product, engineering, IT, and operations teams to ensure experience designs are feasible and aligned with system capabilities.
• Influence platform roadmaps (e.g., Salesforce, service platforms, orchestration tools) to support experience delivery.
• Provide design direction and oversight during implementation to ensure fidelity to experience intent.
• Collaborate with CX, product, marketing, and enablement teams to align experience architecture with business goals and customer needs.
• Serve as a strategic partner to Journey Managers and Product Designers—connecting the “what” and “why” to the “how.”
• Facilitate ideation and alignment sessions to co-create and validate concepts for key moments with stakeholders.

Requirements

• Bachelor’s degree in Design, HCI, Systems Engineering, or related field
• 7+ years in experience architecture, service design, or enterprise UX roles
• Proven expertise in service blueprinting and experience mapping
• Strong understanding of enterprise systems (e.g., Salesforce, CMS, orchestration platforms)
• Experience designing across front-stage and back-stage workflows
• Proficiency in design and mapping tools (e.g., Figma, Miro, Lucidchart)

Benefits

• Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.
• Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
• Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
• Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
• Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.