Invitation Homes · 17 hours ago
Experience Owner Principal
Dallas, TX
Full-time
Onsite
Senior Level, Lead/Staff
$99K/yr - $171K/yr
6+ years expInvitation Homes is a fast-paced evolving publicly traded REIT that is pioneering a new industry with 110,000 single family rental homes. The Experience Owner Principal is responsible for enhancing the customer experience by optimizing key journeys and translating customer insights into actionable strategies, while collaborating with various teams to deliver customer-centric solutions.
Home ServicesService IndustrySocial Impact
Responsibilities
Serve as the strategic owner of one or more customer journeys, accountable for experience outcomes across all relevant touchpoints
Establish a digital-first, human-centered process to service design and delivery
Translate Voice of Customer (VoC) insights, journey analytics, and frontline feedback into prioritized experience improvements
Partner with Operations, Technology, VoC, and Marketing to co-design and deliver customer-centric solutions
Help define experience KPIs and lead performance reviews to ensure continuous improvement and impact
Facilitate journey mapping and service blueprinting sessions to uncover pain points and opportunities
Develop and maintain experience frameworks, playbooks, and processes to guide consistent delivery
Advocate for the customer in strategic planning, policy development, and operational decision-making
Lead cross-functional working groups to align on priorities, resources, and execution plans
Stay current on CX trends, tools, and methodologies to bring innovative thinking to the organization
Qualification
Required
6+ years of experience in customer experience, service design, product management, or transformation roles
Proven success in leading cross-functional initiatives that improve customer satisfaction and loyalty
Strong analytical skills with experience in journey analytics, VoC platforms, and CX measurement
Exceptional communication and influence skills, with the ability to align diverse stakeholders
Experience with agile, design thinking, and human-centered design methodologies
Ability to thrive in a fast-paced, matrixed environment with competing priorities
Passion for customer advocacy and driving meaningful change
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.
Annual bonus program
Health, dental, vision, and life insurance
Long-term and short-term disability insurance
Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
401(k) with company matching contributions
Awesome work environment with casual dress
Team events and gatherings (Pre- and Post-Covid)
Company
Invitation Homes
Invitation Homes specializes in acquiring single family homes in situations such as foreclosure or short sale, rehabilitating, leasing.
1001-5000 employees
H1B Sponsorship
Invitation Homes has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (2)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$5.4B2025-08-12Post Ipo Debt· $600M
2024-09-23Post Ipo Debt· $500M
2024-09-09Post Ipo Debt· $3.5B
Leadership Team
Dallas Tanner
Founder & CEO
Greg Van Winkle
SVP Finance & Corporate Development
Recent News
ReviewJournal
2026-01-22
Company data provided by crunchbase