Digital Experience Architect - Customer Portal

Overview

Define and evolve end-to-end customer and partner support experiences across HPE Networking's digital ecosystem, acting as domain architect for the customer support portal.

What you'll do

• Define and optimize end-to-end customer and partner journeys across support and services experiences.
• Design future-state workflows for case management, case lifecycle management, RMA, onboarding, entitlement management, licensing, asset visibility, software delivery, knowledge consumption, and support services.
• Develop service blueprints, capability maps, process architectures, and experience standards that align customer needs with business objectives.
• Identify friction points, process inefficiencies, and redundancies across customer and operational workflows, and define scalable solutions to address them.
• Architect omnichannel engagement models spanning portals, virtual assistants, chat, notifications, knowledge platforms, and assisted support channels.
• Drive adoption of AI-enabled experiences including intelligent search, agentic AI, conversational AI, guided troubleshooting, digital assistants, and recommendation engines.
• Leverage customer insights, behavioral analytics, and operational metrics to improve digital adoption, self-service effectiveness, and customer satisfaction.
• Partner with Support, Services, Engineering, UX, Knowledge Management, Security, and Business stakeholders to deliver integrated digital experiences.
• Support portal modernization, platform consolidation, and digital transformation initiatives.

What you'll need

• 10-15 years of experience in Digital Experience Architecture, Service Design, Customer Experience, Business Architecture, Support Transformation, or related disciplines.
• Proven experience designing and optimizing enterprise customer-facing support, services, or self-service experiences.
• Expertise in customer journey mapping, service blueprinting, workflow architecture, business process optimization, and digital transformation.
• Experience architecting, building, or modernizing enterprise customer portals, partner portals, and self-service ecosystems supporting capabilities such as case management, RMA, entitlement management, asset management, licensing, software delivery, technical documentation, notifications, and AI-assisted support.
• Strong understanding of customer support operations, service delivery, knowledge management, onboarding, entitlement management, and digital engagement models.
• Experience leveraging analytics and customer insights to drive measurable experience improvements.
• Bachelor's degree in Engineering, Computer Science, Information Systems, Business, or a related field.
• Technical expertise in digital experience platforms, enterprise search and knowledge management (including Coveo or similar solutions), analytics and AI (including Adobe Analytics, Customer Journey Analytics, Power BI, Tableau, generative and conversational AI), AWS architecture patterns and services, CRM and support ecosystems (including Salesforce and Service Cloud), and identity and access management (including Okta, SSO, OAuth, SAML, RBAC).
• Understanding of API integrations, observability, platform resiliency, cybersecurity, privacy, compliance, and secure-by-design architecture principles.

Nice to have

• Experience leading customer portal consolidation, migration, integration, or modernization initiatives.
• Experience defining customer journeys and operating models during platform rationalization or digital transformation programs.
• Proven ability to eliminate duplicate capabilities and architect unified customer experiences across multiple support platforms.
• Experience supporting mergers, acquisitions, or large-scale support platform transformation programs.
• AWS, Digital Experience, Customer Experience, Service Design, Architecture, or Analytics certifications.

Details

• Onsite role, with an expectation of primarily working from an HPE office.
• Location: Bengaluru, Karnātaka, India.
• Job level: TCP_04.