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Lead Solution Architect - Customer Care Tribe
Here at The Very Group we’re on an exciting journey to transform our technology estate and create even better experiences for our customers. We’re doing that by modernising our existing systems and platforms, utilising a wider variety of modern, cloud-based technologies. We encourage diversity, both in terms of people, technical skills and knowledge.
About the role
We're looking for Lead Solution Architect for our Customer Care Tribe. A Lead Solution Architect is accountable for leading a team of solution architects and providing architectural design and technology roadmaps for complex applications supporting high volume, mission critical products and services.
You'll work hand in hand with our Product Managers, as well as our Delivery and Technical Leads in order to influence and define a technology roadmap to meet both our commercial and technology aims.
We're looking for a role model within the discipline to engage the wider community whilst coaching/mentoring other architects, technical leads and engineers.
The Lead solution architect must both drive strategic thinking as well as ensuring that appropriate technology standards are created and adhered to – including solution designs, strategic alignment, growing technology capabilities, introducing best practice and leading technology selection. The Lead Solution Architect must be the driving force of the Solution Architecture team, working in collaboration with the technology leadership team within a Tribe. The role also has a focus on promotion and leadership of the architectural vision both inside the architecture team and across the wider technology and business teams.
Customer Care Tribe
The Customer Care Tribe is responsible for designing, building, changing and running technology to ensure the Very Group can handle customer service requests in an efficient, compliant and secure manner. The tribe supports customer identity management, profile & preference, case management, knowledge management, customer satisfaction and communications using a variety of channels and the planning and strategy for the Customer Care operations teams.
Scope of the role:
Working within the Customer Care Tribe, we need your help defining and delivering a technology platforms and capabilities to support ever changing world-class customer experiences, evolving standards and the architecture practice. Working with the Chief Technical Architect, you will be responsible for defining the policies and standards that guide technology delivery. You will have significant experience in modern, cloud based technology standards and practices, have experience in delivering technology change in a fast-paced agile environment, how to optimise the delivery flow of engineering teams and how to make the right technology choices as the right time. You will be experienced in actively addressing the most complicated risks, issues and dependencies including managing dependencies where ownership exists outside of the team. We need the right person to help identify innovative ways to unblock issues whilst evolving our architecture towards a defined target.
As a practitioner in Agile and Lean practices, you'll know how to manage complex technology delivery in a fast-paced environment which is obsessed over continuously improving customer experiences.
To be successful in the role, we need a top communicator, someone who can mediate between people and explain complex technical concepts to non-technical audiences, particularly someone who is confident communicating with stakeholders at all levels. Someone who understands the evolutionary nature of technology delivery in an agile environment. As you may imagine, our stakeholder expectations are high and we'll need you to facilitate discussions about high risk and complexity even within constrained timescales.
We want to be known as the best in class for this space, so here you can speak and represent the community to large audiences inside and outside of the Very Group.
In line with expectations above, our Lead Solution Architect will be responsible for the solution architecture of a large tribe. At this level, you will be expected to:
- Be an expert within the architecture discipline
- Work alongside several multi-functional squads to shape and structure the technology platform that realises the business and product vision to create value to both customers and our business
- Manage a team of Senior Solution Architects.
- Coach and mentor Technical Leads and Senior Engineers.
- Network and communicate with senior stakeholders across the Tribe and the wider Very Group and proactively seek out opportunities for digital transformation.
- Support multiple teams, finding and using best practice and emerging technologies.
- Inspire other Architects, Tech Leads and Engineers and help them understand how to deliver the goals of the Tribe in line with our technology and business strategy.
- Be responsible for technology governance, solving complex and high-risk issues and delivering architecture designs.
- Owning and managing complex solution architectures that span multiple Tribes.
It would be great if you had any previous Customer Care/Service related experience such as working with Chat Bots, CRMs (SalesForce) etc, however this isn't essential.
- Generous and competitive starting salary
- 30 days holiday + bank holidays
- Regular salary reviews and career progression
- £6500 per year additional benefits allowance
- Remote / Office split
- Matched pension at 6%
- Brand discount up to 25%
- Cycle to work scheme
How to apply
If you're interested to find out more please contact Jordan Barlow or Steven Williams in the talent acquisition team or apply online.
If you are an internal candidate looking to refer someone in please follow the referals process and guidlines
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this position, you may be required to undertake a credit, CIFAS and CRB check.
We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.