Domain Architecture Director - Customer & Loyalty

About this role

GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. JOB SUMMARY

The Director, Domain Architecture -- Customer & Loyalty is a horizontal enterprise architecture leader responsible for defining and governing the target-state architecture of the company's customer, identity, and loyalty ecosystem. This role owns the architectural strategy and standards for the Customer & Loyalty domain, including guest identity and profiles, account and household structures, loyalty programs, offers and entitlements, and the integration patterns that expose customer and loyalty capabilities to digital, partner, shipboard, reservation, and corporate systems. Operating within a federated architecture model under Product Engineering, this Director provides crosscutting architectural leadership across vertical delivery teams and embedded Solution Architects. The role ensures architectural integrity, data consistency, upgradeability, and long-term sustainability of one of the company's most customer- and revenue-critical technology domains. This is a strategic architecture leadership role and does not function as an embedded delivery Solution Architect. POSITION RESPONSIBILITIES • Define and maintain the multi-year target-state architecture for the Customer & Loyalty domain. • Establish architectural guardrails for CRM, loyalty, and customer data platforms to preserve • upgradeability, data quality, and consistent identity. • Own domain capability models and architectural blueprints across guest identity, profile and preference management, account, household and relationship modeling, loyalty program configuration, tiering, accrual and redemption. • Define domain-level non-functional requirements (availability, performance, consistency, privacy, and regulatory alignment). • Serve as the architectural authority for CRM, loyalty, and customer data platforms (vendor and • Evaluate vendor roadmaps and influence platform strategy in partnership with marketing, revenue, • and technology leadership. • Provide architectural oversight for major platform upgrades, program redesigns, and large-scale • campaign/offer capabilities. • Balance marketing and commercial agility with data quality, brand consistency, and regulatory • compliance. • Define Customer & Loyalty domain service contracts, identity interfaces, and API exposure • standards. • Establish clear data ownership boundaries for customer identity, profile, and loyalty constructs versus • transactional and operational systems • Define domain-level non-functional requirements (response times, throughput, availability, scalability) • for customer- and loyalty-centric capabilities. • Partner with Platform Architect (Infrastructure Authority reporting to the CIO) to ensure alignment

DEGREE TYPE: Bachelor's Degree (Master's Preferred) FIELD(S) OF STUDY: Computer Science, Information Systems, Software Engineering, Business Administration (with technology focus) EXPERIENCE & QUALIFICATIONS • 10–12+ years of progressive architecture experience in complex, customer-centric enterprise • environments. • Significant experience architecting CRM, loyalty, and/or customer data platforms. • Deep knowledge of customer identity, profiles, segmentation, and loyalty constructs and their • application in digital and operational channels. • Experience with API-first and event-driven integration patterns for customer and loyalty data. • Strong understanding of data privacy, consent, and regulatory considerations impacting customer • and marketing technologies. • Demonstrated ability to influence senior technology, marketing, and commercial leaders in a matrixed • environment. • Experience operating within federated architecture and data governance models • Preferred Qualifications • Consumer-centric industry experience with loyalty programs and rich customer engagement. • Experience with modern CRM, CDP, and loyalty platforms (in partnership with infrastructure and • platform teams). • Familiarity with digital marketing, campaign management, and personalization ecosystems. • Experience designing and governing identity resolution, segmentation frameworks, and • offer/eligibility engines. • Experience managing vendor lifecycle strategy and major CRM/loyalty platform upgrades or • migrations.

COMPETENCIES & SKILLS • Strategic systems thinker with strong financial and operational acumen. • Executive presence and ability to communicate corporate application architecture trade-offs in clear • business terms. • Governance-oriented but innovation-enabling mindset, balancing standardization with business • agility. • Ability to influence without direct authority across technology, finance, HR, and operations. • Strong risk management discipline for compliance, audit, and operational continuity. • Experience with modern cloud ERP and corporate application suites (in partnership with • infrastructure and platform teams). • Familiarity with financial planning, workforce, and supply-chain analytics and their data integration • patterns. • Experience leading or governing major ERP/cloud migration and corporate transformation programs. • Experience managing vendor lifecycle strategy and major corporate platform upgrades or • consolidations. .

ABOUT NCLH Norwegian Cruise Line Hol

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