Job Description:
Strategic Business Architecture Development:
- Define and maintain the Customer Engagement current and target state business architecture aligned to BIAN service domains.
- Identify opportunities to align IT and business strategies, enhancing customer experience, service excellence, and competitiveness.
- Experience in Target Operating Model development in Digital Sales & Service, Onboarding, CRM/Customer Data Platforms, Contact Centre or Complaints Management.
Leadership in Customer Engagement Business Capabilities:
- Own the customer engagement target state architecture & lead discussions with business & technology stakeholders to continuously align the target state roadmap.
- Drive initiatives that translate customer engagement capabilities into architectural designs that support business transformation.
- Maintain architecture roadmaps, capability heat-maps, and application rationalisation for the customer engagement domain.
- Effectively communicate customer engagement architectural plans and strategies across the organization proactively.
Governance and Standards Compliance:
- Ensure that business architecture and initiatives comply with all regulatory standards and align with enterprise-wide architectural standards.
- Govern the implementation of business architecture standards across projects and initiatives.
Innovation and Research:
- Ensure solutions meet next gen enterprise journey (e.g cloud, AI & etc)
- Stay abreast of industry trends and developments in global banking and customer engagement.
- Produce insightful research on future trends and potential business impacts.
Job Requirements:
- 15+ years of proven experience in enterprise or solution architecture, with at least 5 years dedicated to customer engagement business architecture within a financial services environment.
- Bachelor's degree in Business, Information Technology, or a related discipline; Master's degree or professional chartered qualifications in Accounting, Banking, Finance, or Markets (CA, CB, CFA, CMT) are a strength.
- Demonstrated track record in CRM/omnichannel modernization and large-scale business architecture initiatives that align with enterprise-wide strategic transformation and technology objectives.
