Experience Design Architect

Job Description

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.

The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative, “customer-first” thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology, resulting in relevant solution bundles that maximize KCP’s competitive advantage, share leadership, volume growth, and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs, innovative marketing, and data-driven execution. They prioritize transparency, a customer-centric approach, data-driven decisions, and empathetic collaboration. Upholding values of integrity, curiosity, tenacity, agility, and inclusivity, the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength.

The Experience Design Architect is responsible for designing how customer and employee experiences connect across systems, channels, and touchpoints. This role provides the connective tissue between strategy and execution—ensuring that front-stage and back-stage experiences are intentionally designed, technically feasible, and operationally scalable. Partnering closely with Journey Managers and Product Designers, the Architect defines the experience architecture, orchestrates service blueprints, and guides the technical design direction that enables KCP to deliver on its brand promise. This role also leads the concept design of key experience moments—bringing to life signature interactions that differentiate the brand and drive emotional connection.

In this role, you will:

Experience Architecture & Systems Design

• 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.

Service Blueprinting & Orchestration

• 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.

Design Governance & Standards

• 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.

Technical Collaboration & Enablement

• 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.

Cross-Functional Partnership

• 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.