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Principal Business Customer Management Enterprise Architect

Job Req ID:  29552
Posting Date:  21 Mar 2024
Function:  Architecture Solution and Design
Unit:  Digital

Assembly, Bristol, United Kingdom

Salary:  competitive with benefits

Why business unit/function

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products, and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. The Technology units are BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and mart innovative products, combined with a personal experience, it sets us apart from the pack. 
The Digital unit will lead our digital innovation agenda, driving new digital experiences for our customers - and in new markets – while, at the same time, simplifying what we have. They will be responsible for focusing on digital delivery and the customer experience as much as the end innovation (including delivery and transformation, digital innovation and delivery, data strategy and solutions, and architecture and governance). 
The Digital unit will set and implement the overall BT Group Digital Platform Strategy including x-CFU products, platforms, architecture, standards, and transformation agenda. 
Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match.  We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat. 

Why this job matters

This role is a critical thought leader and driver of business value delivery for the BT Business Customer Facing Unit (CFU). 

This role matters because it is the enterprise architecture leadership across BT Business Customer ecosystem, ensuring that we have the right transition, target architecture and roadmap that joins the technical strategy with the business outcomes for BT Business.

You will lead architecture decision making for the Business Customer ecosystem, working in alignment with the Broader BT Architecture community, Delivery Tribes and broader business and technology leadership. Your role will be to define the target and enable its pragmatic delivery through agile delivery, working closely speeding up and simplifying making sure the architecture is being rolled out.

The Principal Business Customer Management Enterprise Architect maintains the decisions and backlog of technical debt too, for decisions made to not build strategically you will be accountable for those decisions balancing the business outcomes vs goal of building the strategic and ensuring we don’t have to build tactically because we didn’t have the right roadmap.

You will in close collaboration with other Principal Architects, Digital Delivery Tribe leadership and broader Business stakeholders being accountable for the end to end Customer Ecosystem architecture enabling both end customer digital first experience and BT customer facing colleague experience, ensuring our customer ecosystem capabilities enable our business outcomes across all BT Business customer segments – capabilities cover every aspect of our customer, party and contract lifecycle.

What you’ll be doing

1.    End-to-end Architecture Strategy/Roadmap and Design of the Business Customer Ecosystem architecture and solutions
•    Sets and drives the target architecture strategy/roadmap and overarching blueprint aligned to the BT Business vision. Drives adoption of the strategic architecture, balancing the outcomes needed of the tribes (including transition states from current to planned)
•    You will align expected outcomes balancing customer value and technical debt (including relevant technology KPI targets), providing proactive Architecture assurance and architecture governance.
•    Guides on the technical shaping and feasibility driving definition of Lean Business Cases, epics and features, identifying major dependencies, estimating cost and complexity.
•    Inputs relevant tribe roadmaps content into overall Business architecture roadmap and strategy

2.    Responsible for consistent Business Architecture that aligns pan BT. Owns the business capabilities for the Business Customer Management sub-domain, the maturity and roadmap of capabilities, along with matrix of capabilities consumed from Tribes and other sub-domains.  Creating simple and agile architectures for your domain that drive clear business value and re-use pan-BT whilst removing cost and legacy from the landscape

3.    Responsible for bringing together other subdomains from others CFUs and Pan-BT to ensure alignment, efficiency and scale across  BT: stitching Capability & Product Roadmaps within and across CFUs

4.    Architecture Demand – Collaborates with Tribe Architects to understand Tribe product, business needs, time scales and impacts on their sub domain strategic architecture runway

5.    Drive related Domain engineering excellence, quality assurance and technical debt optimization and backlog working alongside relevant tribe architects and tribes

7.    Re-usable patterns and Low-Level Designs - Leads the creation of innovative and repeatable solution architectures to resolve the most complex solution architecture problems and meet agreed requirements, reusable patterns catalogued and aligned to business capabilities the tribe offers.

8.    Leadership and Stakeholder engagement - Support the domain and tribes lead with stakeholder engagement to develop and gain support for proposed solutions, providing technology expertise and identifying efficiencies within deployed Technology. Collaborate and contribute to BT Business vision, goals, opportunities and related activities in order to maximize the business benefits of Enterprise Architecture initiatives to the organisation across your domain.  

9.    Ensure peers and the Solution Architect community is fully aware of the latest IT strategy and EA guidance within your Enterprise domain

10.    Working with an innovation community across your domain including BT Research&Innovation, technical specialists, CIO, analysts and partners to develop an awareness of, and learn the potential and maturity of technology innovation for BT



Skills you'd be expected to have

•    Ability to direct and guide a team of architects and engineers in the tribe.
•    Experience of modern customer facing digital experience capabilities, cloud native/microservice/API first/AI first Customer Management capabilities, with experience or Salesforce and ServiceNow being an advantage
•    Drive End to end roadmap / architecture runway for the tribe over a 6/12/18 month horizon, considering business transformation, benefits, cost and technical maturity.
•    Ability to create and maintain the business capabilities for the domain, in line with the pan BT capability framework.
•    Ability to balance and manage own time with multiple priorities from business and tribe demand through to team roadmap alignment.
•    Create, maintain, and govern re-usable patterns for the role in a way that can be shared and understood by solution architects and engineers.
•    Ability to make difficult decisions with or without data on strategic vs tactical investment choices to further the business and strategic outcomes.
•    Ability to take people on a journey in an inspirational way with simple clear communications, ranging from junior engineers up to CFU MD/CEO level presentations.
•    Use of Jira and other tools needed for Agile planning (Mural, MS Whiteboard etc)
•    Ability and experience of driving Agile ways of working and execution at pace.
•    Ability to define shorter-term/tactical work that can be carried out within strategic vision. 
•    Using outcome-based delivery and creative thinking to achieve results. 
•    Excellent communication skills to bring multiple squads together – blending the work architects do in tribes with the work they do in Architecture 

Experience you'd be expected to have

•    Mandatory: 5 years+ experience in a senior architecture role.
•    Mandatory: Experience of architecting from roadmap into blueprints and driving delivery aligned to architecture of Digital capabilities, Customer Management ecosystems.
•    Mandatory: Experience of using TMF API’s and data models.
•    Mandatory: Very strong stakeholder management experience from junior developer through to CEO.
•    Mandatory: Experience creating roadmaps for a “domain” that can tell both the technical, commercial and business impacts. 
•    Preferred: Experience of Agile planning, SAFE framework
•    Preferred: TOGAF certified

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

What you'll get

•    Competitive salary
•    25 days annual leave (plus bank holidays)
•    £5500 car allowance
•    Private healthcare for you and your family
•    15% on target bonus
•    Life Assurance
•    Pension scheme if you pay in 5% BT will pay in an additional 10%
•    Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
•    50% off BT and EE mobile pay monthly or SIM only plans
•    Exclusive colleague discounts on our latest and greatest BT broadband packages
•    EE TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
•    50% discount for friends and family on EE  SIM only plans

•    Competitive salary
•    25 days annual leave (plus bank holidays)
•    £5500 car allowance
•    Private healthcare for you and your family
•    15% on target bonus
•    Life Assurance
•    Pension scheme if you pay in 5% BT will pay in an additional 10%
•    Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
•    50% off BT and EE mobile pay monthly or SIM only plans
•    Exclusive colleague discounts on our latest and greatest BT broadband packages
•    EE TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
•    30% discount for friends and family on EE  SIM only plans


Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.


Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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