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 Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year. LEARN MORE ABOUT OUR COMPANY: At a Glance Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises New Releases EQUAL OPPORTUNITY EMPLOYER It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. We’re thrilled you’re here to explore career opportunities with our team. If you're driven and enjoy thriving in an environment that values People Excellence, you’re in the right place! We’re incredibly proud of our team and the meaningful work we do every day. Our culture is built on Innovation, Collaboration, Transparency and Passion; our key Value Anchors that continue to drive our success and shape our future. We’re excited to learn more about your background and experiences, and to see where this journey might take us together. Please introduce yourself and let’s get connected Our team is committed to People Excellence and we make it our business to ensure that we recruit the best and the brightest talent to be a part of our growing company. If you’re ready to take your career to the next level and collaborate with our team in driving innovation, guest experiences and operational excellence, then NCLH is the place for you! Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company that operates Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. With a combined fleet of 34 ships and itineraries to approximately 700 destinations worldwide, NCLH has exciting plans to expand our business in the years ahead. We expect to add 13 additional ships across the three brands through 2036. To learn more about our brands, please visit: https://www.nclhltd.com/brands Norwegian Cruise Line https://youtu.be/_xCrwYz_7e8 Oceania Cruises https://youtu.be/E_aptk9QNvE Regent Seven Seas Cruises https://youtu.be/irx8sLBX0Sc