Customer Engagement And AI Domain Architect, Director

Join us as a Customer Engagement And AI Domain Architect

• We’ll look to you to define the strategic target architecture and roadmap, aligning them with business strategy and objectives
• You'll be facilitating collaborative architecture decision making, partnering and engaging with key business and digital leaders to continually evolve the bank’s long term architectural direction
• With valuable exposure, you’ll cultivate strong relationships and proactively engage with key stakeholders, including business and technology leaders, vendors and partners, and industry thought leaders
• We're offering this role at director level

As a Customer Engagement And AI Domain Architect, you’ll architect customer centric, high performance, secure, robust and sustainable end to end digital products, solutions, and services that deliver business value while aligning to the bank’s strategic target architecture. You'll lead the strategy, architecture, and transformation of customer engagement capabilities by defining target-state architectures, AI-first roadmaps, and governance frameworks that simplify operations, enhance process efficiency, and align with enterprise data, security, cloud, and technology strategies. You'll provide design authority for large-scale initiatives, delivering scalable and resilient solutions while driving workflow orchestration, intelligent automation, straight-through processing, and Responsible AI governance.

You'll architect AI-powered customer and colleague experiences through CRM, agentic AI, and enterprise AI capabilities that enable hyper-personalization, improve productivity, and strengthen operational resilience. You'll also lead enterprise modernization and integration efforts across CRM, digital, data, workflow, and core platforms, driving technology consolidation, operational simplification, stakeholder alignment, and adoption of AI-first, customer-centric ways of working.

As well as this, you’ll be:

• Leading architecture and design reviews of solution architectures within delivery programmes of high architectural significance or risk
• Inspecting and verifying that proposed designs meet business needs, and are compliant with Architecture Council approved architecture principles, standards, and patterns
• Driving technology innovation by identifying and evaluating emerging technologies and their potential impact on the bank
• Actively shaping and contributing to strategic investment programmes, identifying opportunities for simplification or reuse, and guiding programme design to build and adopt the key architecture enablers
• Promoting a DevOps mindset by working as part of development teams to embed architecture guidance in CI/CD pipelines
• Continuously researching and evaluating emerging technologies, architecture patterns, and industry best practices to identify threats to current architecture and opportunities for innovation and competitive advantage

To succeed in this role, you’ll need expert knowledge of enterprise architecture frameworks, modern technologies such as Cloud, microservices and AI, agile architecture and DevOps practices, including a deep understanding of business use cases and emerging trends that drive organisational success. You'll need at least eighteen years of total experience with proven expertise in Enterprise and Solution Architecture leadership, defining target-state architectures, capability roadmaps, governance frameworks, and enterprise technology strategies, with deep knowledge of cloud-native, API-first, event-driven, and scalable platform architectures.

You'll bring strong expertise in customer engagement platforms, particularly Microsoft Dynamics 365, Power Platform, Microsoft 365, and Agentic AI frameworks, with experience designing AI-powered customer and colleague experiences while driving operational simplification through automation and process redesign. You'll need experience in providing architectural leadership for enterprise transformation initiatives, driving governance, stakeholder alignment, and strategic technology decisions that deliver measurable business value, enhance customer experiences, and improve operational efficiency across the organization.

You’ll also demonstrate:

• Experience of leading collaborative decision-making processes, partnering with senior business and technology colleagues to articulate and evolve architectural direction
• Experience of identifying and advocating for strategic investment opportunities that enhance the organisation's architecture goals
• The proven ability to craft compelling business cases and influence senior stakeholders to secure investment for architecture initiatives
• Extensive experience of overseeing and assuring the quality of architecture designs, with a focus on risk management and governance
• Experience of conducting comprehensive architecture and design reviews to validate that solutions meet business needs and comply with architecture standards
• A proven track record of fostering a culture of architectural excellence through mentorship and knowledge sharing

Hours

Job Posting Closing Date: