Experience Architect

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department OverviewThe Customer Experience team is instrumental in shaping and delivering world-class experiences to progress our vision of being the easiest company to do business with in our industry. We are looking for a skilled Experience Architect to drive our customer experience transformation efforts. In this role, you will partner with customers, front-line teams & leaders to continuously improve our customers' journey across products and services.
Job DescriptionThe Opportunity

As an Experience Architect, you’ll look beyond the interface to architect the customer’s end-to-end experience, using journey mapping and process design to eliminate friction throughout our service ecosystem. You will reimagine the invisible threads that connect our backend processes to our frontend customer touchpoints. You will act as a bridge between business strategy and execution, serving as a trusted advisor to leadership to ensure our operational results match our brand promise.

Primary Responsibilities1. Strategic Service Design & Blueprinting

• End-to-End Orchestration: Lead the discovery and mapping of complex service journeys, identifying "moments of truth" and systemic friction points.

• Visualizing Complexity: Develop high-fidelity service blueprints, ecosystem maps, and customer journey maps that align disparate departments (Sales, Support, Ops) under one vision.

• Workshop Leadership: Design and facilitate high-impact co-creation workshops with business stakeholders and end-users to move from problem identification to solution architecture.

2. Process Engineering & Systemic Innovation

• Global Scalability: Design reimagined service processes optimized for digital-first delivery, ensuring solutions are robust enough for international markets while remaining agile.

• The "Architect" Mindset: Evaluate how changes in one part of the tech stack (e.g., Salesforce) impact the user experience elsewhere, ensuring a seamless data and logic flow.

3. Product Collaboration & AI Integration

• Rapid Prototyping: Leverage AI-powered design tools to accelerate the transition from "sticky note concepts" to functional wireframes and interactive prototypes.

• Technical Liaison: Work as a peer to UI/UX Designers and Engineering Leads to ensure the structural integrity of the experience remains intact during the build phase.

4. Performance Architecture

• Evidence-Based Design: Partner with Data Science teams to define success metrics. Ensure that you design for CSAT, flow time, and cost-to-serve reduction.

• Continuous Evolution: Establish a feedback loop where post-launch data informs the next iteration of the service blueprint.

Who You Are

• The Strategist: You have 5+ years of experience in Service Design, Process Transformation, or Management Consulting. You see the "big picture" but can zoom into the details of a specific API integration.

• The Facilitator: You are comfortable in a room full of executives, capable of defending design decisions with business logic and ROI data.

• The Tech-Fluent Creative: You understand front-end technologies and enjoy digging into what a platform can do out-of-the-box.

• The AI Early Adopter: You aren't afraid of generative AI; you use it to work faster, using it for everything from synthetic persona generation to automated wireframing.

• The Portfolio Pro: You can show us a portfolio that isn't just "pretty screens" but rather "complex problems solved," showing the "before and after" of a business process.

Requirements

• Education: Bachelor’s degree in Design, Business, Information Systems, or a related field.

• Experience: 5+ years in a senior transformation or design role.

• Platform Knowledge: Hands-on experience or certification in Salesforce is highly preferred.

#LI-AB1 #LI-REMOTE

Target Base Salary Range: $115,000.00 - $130,000.00 CAD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. 

Basic Requirements

• Bachelor’s degree in Design, Business, Information Systems, or a similar business or technical field

• 5+ years in a transformation or design role or similar business or technical experience

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.