Customer Experience Team Lead

ABOUT THE OPPORTUNITY The Customer Insights & Adoption (CIA) team is hiring a Senior Product Architect, Internal Tools (f/m/d) to design and build internal products that help Contentful teams work smarter. This role serves internal product development, turning ambiguous workflow problems into useful systems that improve how Customer Experience, Sales, and Partner-facing teams operate every day. This is a hands-on role with approximately 60% implementation and 40% architecture and planning. You will actively contribute production code while owning technical design and direction for a focused set of internal tools that support pipeline, retention, and customer experience outcomes. You’ll prototype, iterate, and operationalize internal systems that are lightweight where they should be, durable where they need to be, and designed for clear long-term ownership. If you are excited by the idea of shipping high-leverage internal tools, bringing order to messy workflows, and translating promising prototypes into systems people actually rely on, this role offers the chance to have visible impact across the business. WHY THIS ROLE MATTERS CIA’s internal tools work is part of how we turn customer, field, and partner insights into operational advantage. The right tools help our teams move faster, reduce manual work, improve data quality, and create a more consistent way of supporting customers and partners. This role exists to make those improvements real — not as one-off experiments, but as well-scoped internal products and patterns that deliver demonstrable value for our internal teams. * Join a high-impact team building internal products that improve customer experience, strengthen field effectiveness, and help Contentful scale more effectively * Shape how CIA approaches internal product development, R&D, and technical architecture — with meaningful room to influence both the systems we build and the way we build them * Work on a wide range of interesting problems, from internal apps and integrations to structured data workflows, experimentation, and AI-assisted tooling * Partner with deeply cross-functional stakeholders across CX, Sales, Partnerships, Product, IT, and Platform teams, with visible impact on how Contentful operates internally WHAT TO EXPECT?  This is a hands-on role with approximately 60% implementation and 40% architecture and planning * Own and evolve a focused set of internal tools, utilities, and integrations that support the Customer Experience organization (CSMs, Support, Professional Services, Learning Services) and cross-functional internal users such as Sales, Partnerships, and Pricing & Packaging * Lead R&D and rapid prototyping efforts to identify high-leverage solutions, then determine which ideas should remain lightweight, which should be operationalized, and which should be designed for clean handoff to other teams * Build production-quality front-end and back-end code, including API design, data flows, resilience, observability, and robust internal user experiences that align with our design system and engineering standards * Apply component-based and front-end best practices to ensure internal tools are consistent, scalable, and maintainable * Leverage Contentful and other internal platforms where appropriate to create reusable patterns and scalable internal solutions rather than reinventing common capabilities from scratch * Explore and implement web crawler and scraper approaches, structured extraction workflows, and other internal data-ingestion patterns * Explore and implement AI-assisted workflows where relevant to improve internal tools, accelerate development, and support pragmatic experimentation without compromising quality or maintainability * Collaborate with IT, InfoSec, Platform, Legal, and Privacy partners on responsible data handling, hosting, identity, compliance, and operational readiness * Define success metrics, instrument telemetry, report impact, and document architecture & playbooks so that stakeholders understand where they unlock value for Sales, CSMs, Professional Services, and adjacent teams, and how other teams can support or extend the systems over time WHAT SUCCESS LOOKS LIKE * Customer Experience, Sales, and partner-facing internal teams rely on a focused set of internal tools that are easy to use, well adopted, and meaningfully improve how work gets done across the business * Internal tools built by this role are consistent, scalable, and reliable, reflecting strong front-end patterns, sound API and data-flow design, and user experiences that align with Contentful’s design system and internal platform standards * Stakeholders have clear visibility into the impact of CIA-built systems through trusted success metrics such as adoption, time saved, data quality, and reliability, and use those signals to prioritize future investments * Cross-functional partners experience CIA as a pragmatic, high-leverage internal product and architecture function that can take ambiguous problems, define the right solution, and deliver useful systems that support pipeline, retention, and customer experience outcomes * Reusable patterns, technical documentation, and operating playbooks make it easier for adjacent teams to build on this work, support it over time, and extend internal tooling without accumulating unnecessary complexity or one-off solutions WHAT YOU NEED TO BE SUCCESSFUL * Demonstrated ability to balance system design with hands-on implementation, including recent experience contributing to production codebases * 7–10 years building and operating production web applications * Hands-on expertise with modern TypeScript, React and Next.js (or equivalent), state management, testing, performance, and accessibility best practices * Back-end experience with Node.js and TypeScript, API design, eventing or queues, and serverless or containerized services, along with sound observability practices across logs, metrics, and traces * Experience with Contentful or similar API-first CMS and composable content platforms * Ability to translate ambiguous requirements into clear technical designs and scalable implementations, engineered for maintainability and ownership transfer * Experience designing web application architectures, data flows, and integration points across multiple systems, with judgment about when to build a full product, when to automate, and when to keep a solution intentionally small * Experience establishing lightweight engineering practices for a small team, including clear documentation, code review norms, testing approaches, release discipline, and operational readiness * Mentorship and technical leadership that raises the bar on code quality, design rigor, and documentation while helping peers make better architectural decisions * Clear written and verbal communication with technical and non-technical stakeholders, along with a bias for action and evidence-based decision making NICE TO HAVE * Practical experience with AI and LLM-based workflows, particularly spec-based development, evaluation, and test or guardrail processes * Experience working with component-based front-end architectures and design systems, including design tokens, component libraries, CSS architecture, accessibility, and Figma design and development experience * Familiarity with web crawling and scraping approaches, including structured content extraction, normalization, and change detection * Experience building internal tools, dashboards, or workflow systems for customer-facing, revenue, or operations teams WHAT’S IN IT FOR YOU? * Join an ambitious tech company reshaping the way people build digital experiences * Full-time employees receive equity awards for the opportunity to share in the success of our company * Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.  * Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family. * We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss,  education days, and volunteer days * Company paid parental leave to care for and focus on your growing family  * Use your personal annual education budget to improve your skills and grow in your career * Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties  * An annual wellbeing stipend to care for your physical, financial, or emotional health * A monthly communication stipend and phone hardware upgrade reimbursement. * New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best. This role will need to be conducted in a state in which we are currently registered to do business. Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g., JD/technology), for example. This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans. Range: $149,000—$201,000 USD WHO ARE WE? Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide. EVERYONE IS WELCOME HERE! “Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us! If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know. Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have. By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.