We are seeking an experienced Business (Domain) Architect – Customer Engagement to lead the evolution of the Product Offering and underlying platforms and services.
Description
In this key role, you will define and drive the evolution trajectory of the commercial offering, as well as the underlying technology roadmap across the product, sales, pricing, data, security, channels and customer support systems – ensuring they support seamless processes, high-quality data, and exceptional customer experiences.
The ideal candidate will work closely with business and IT stakeholders to translate customer service, sales, and operational needs into scalable, secure, and integrated technical solutions.
Key Responsibilities:
Architectural Leadership:
- Lead the elaboration of the commercial roadmap from a business point of view, especially by focusing on the product offering. You will rationalise the product offering and drive the mindset change from many tailored products to a few products and options on top. You will look at both the Sender and Receiver sides of the products.
- Lead/Contribute to (case by case) the elaboration of the long term technical and technological roadmap needed to deliver the desired product offering evolution.
- Lead/Contribute to initiatives on the short term to initiate the first steps of the implementation of the long term foundational technical blocks (Offer & Pricing management, CIAM, Data Management/Governance…). You will make sure that the short-term initiatives contribute to the long term, future-proof, technical landscape.
- An example of such short-term initiative is the “X2C Journey” initiative, where you are expected to identify the modifications on existing tools needed to achieve the short-term milestones, and identify the scope of the evolutions needed on the technical systems in order to scale the projects ambitions at level.
Solution Design & Guidance:
- Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
- Provide guidance integrations, data governance, and workflow automation.
- Ensure domain architecture consistency with ongoing CRM and Customer master data implemenations
- Ensure systems are designed to support data accuracy, availability, and consistency across business functions.
Operational Systems & Data Integration:
- Design and oversee customer master data models to ensure alignment with enterprise data architecture.
- Support integration of customer data into key operational systems and processes (via API & event driven patterns)
Collaboration & Stakeholder Engagement:
- Partner with business units (Customer Care, Marketing, Sales, Operations) to align technology with process and service goals.
- Work with enterprise architects, data teams, and delivery partners to drive architectural cohesion.
- Participate in vendor evaluations and architectural due diligence for customer systems and platforms.
Governance & Best Practices:
- Establish architecture that complies with privacy (e.g., GDPR), data quality, and security standards.
- Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
- Stay informed about emerging technologies in customer engagement, data management, and automation.
Who are you?
Experience:
- 7+ years in Product Management and/or Business Architecture, with deep experience in Commercial Excellence, Customer Platforms, and enterprise system integration.
- Proven track record in Customer Experience and Digital transformations.
- Strong background in customer master data management, data modeling, and integration into operational systems.
- Hands-on experience with integration technologies (APIs, event driven systems), workflow tools, and platforms like Power Platform or RPA.
Technical Skills:
- Strong understanding of customer master system architecture and MDM principles.
- Solid grasp of architectural concerns such as scalability, fault tolerance, security, and compliance.
- Proficiency in designing scalable, integrated platforms across CRM, contact center, and enterprise systems.
- Knowledge of cloud deployment, platform integration, identity/access management, and data privacy/security.
- Familiarity with customer analytics, chatbot/AI solutions, and omnichannel experience platforms is a plus.
Soft Skills:
- Excellent communication and stakeholder engagement capabilities.
- Strategic mindset with strong problem-solving, decision-making, and leadership skills.
- Ability to bridge business strategy and technical architecture with clarity and influence.
- Demonstrated leadership in guiding teams, mentoring engineers, and influencing technical direction.
Preferred Skills:
- Understanding of Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture
- Industry experience in logistics, or similar domains.
- Experience working in Agile or SAFe delivery environments.
- Understanding of customer KPIs, reporting, and enterprise data governance practices.
