BT Customer Interaction Enterprise Architect in London, United Kingdom

Customer Interaction Enterprise Architect

Various

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

What you'll be doing

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. Technology is 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 smart innovative products, combined with a personal experience, it sets us apart from the pack.

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

At BT, we are investing heavily in technology to provide both great services to our customers and drive internal efficiencies for our commercial and operational areas. To help us with this, we are looking for an experienced Enterprise Architect to join us to develop, and then drive BT’s Enterprise architecture within Billing and Payments.

What I’ll be doing

Architecture

• Driving a business capability, complexity, cost, risk and maturity assessment of the current state architecture to meet business outcome and simplification goals

• 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

• Developing and maintaining realisable capability-based roadmaps spanning a 5-year horizon

• Supporting the selection of any IT vendors, suppliers and partners for your area and managing the practice of architecture through these parties where they impact your domain

• Driving Enterprise Architecture and supporting business case development of signature ready vehicles that deliver timely, fit for purpose strategic transformations in business capability to senior stakeholders

• Maintaining and communicating up-to-date knowledge of technology standards, industry trends, skills change, and emerging technologies within your area of expertise

Strategy

• Inputting and supporting the creation of an IT strategy owned by the Chief IT Architect

• Recognising potential strategic application of emerging information technology capabilities, anticipating global trends. Initiating and managing investigation and development of innovative methods, practices and technology, with transformational potential for BT. Maintaining strong stake holding of vendors and Technical specialists to ensure the architecture and technology is based on industry best practice and drives vendor’s strategic road maps

• Promoting, evangelising and agreeing the IT strategy and Enterprise Architecture across all teams and ensuring there is consensus and understanding across the business for your domain and the landscape

Leadership

• Collaborating and specifying the organisation's vision, goals, opportunities and related activities in order to maximize the business benefits of Enterprise Architecture initiatives to the organisation across your domain. This would cover all lines of business and covers all key customer journeys

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

• 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

Governance

• Defining company architecture policies for acquiring or developing systems, network equipment, or software within the company for your area. Responsible for consistency to BT enterprise level standards, best practice and consistency

• Ensuring that BT Enterprise Architecture, methods, technology standards and best practices are maintained within your area

• Ensuring BT remains compliant to Legal, Regulatory and Security requirements

• Responsible within own enterprise domain for consistency to enterprise level standards, best practice and development of patterns/policies for re-use. Ensure EA deliverables are fit for purpose and provide an effective and timely tool to guide downstream decisions

• Supporting review of budgets and project portfolio investment roadmap to ensure alignment of the Enterprise Architecture and the fitness for purpose of the IT strategy. Support reality-checkpoint review of roadmaps across and within LoB - considering dependencies, pipeline capacity or resourcing constraints

Qualifications and General skills

The candidate will be expected to have 5 years industry experience specialising the area of Digital customer Interaction and self-service customer experience. Knowledge of the core Customer functions as defined by the TMForum Application Model (TAM), is essential including extensive knowledge of the marketplace, the Vendors and their products.

• Customer Self Management

• Sales Portals

• CSR Toolbox

BT is committed to digitally transforming its experience and customer interaction. The candidate should be also be familiar with the follow technology areas.

• Core Web Technologies and patterns

• Search

• Content Management

• Content Delivery Networks

• Traffic Management/Web Application Firewalls

• Web Security, including authentication frameworks.

• Single Page Web applications

• STEM related Bachelor's degree or a related study, or equivalent experience

• Customer focused: You will understand customer (internal and external) needs and keep customer satisfaction at the forefront of your work

• Digital business literacy including understanding business models, ecosystems and business model innovation. Understanding of Lean start-up and agile methods and their implications for Enterprise Architecture

• Good understanding of strategic and new and emerging technology trends, and the practical application of existing, new and emerging technologies to new and evolving business and operating models

• Technology neutral; remains unbiased towards any specific technology or vendor choice. Displays intellectual curiosity and integrity

Enterprise and Business Architecture

• Captures and prioritises market and environmental trends, business strategies and objectives, and identifies the business benefits of alternative strategies. Establishes the contribution that technology can make to business objectives, conducting feasibility studies, producing high-level business models, and preparing business cases

• Leads the creation and review of a systems capability strategy that meets the strategic requirements of the business. Develops enterprise-wide architecture and processes that ensure that the strategic application of change is embedded in the management of the organisation, ensuring the buy-in of all stakeholders.

• Develops and presents business cases, for high-level initiatives, for approval, funding and prioritisation. Ensures compliance between business strategies, enterprise transformation activities and technology directions, setting strategies, policies, standards and practices

IT strategy and planning

• Ensures that all stakeholders adhere to IT strategic management approach and timetables. Collates information and creates reports and insights to support IT strategic management processes. Develops and communicates plans to drive forward the strategy. Contributes to the development of policies, standards and guidelines for IT strategy development and planning

Information systems coordination

• Maintains an awareness of the global needs of the organisation, and promotes (to both information systems and business management) the benefits that a common approach to information and communications technology deployment will bring to the business as a whole. Coordinates the promotion, acquisition, development, and implementation of information systems and services in close liaison with those responsible for management and strategy

Sourcing management

• Prepares pre-qualification questionnaires and tender invitations in response to business cases. Recognises the difference between open source and proprietary systems options. Produces detailed evaluation criteria for more complex tenders and assists in evaluation of tenders. Acts as the routine contact point between organisation and supplier. Collects and reports on supplier performance data.

Relationship management

• Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. (For example, may oversee the organisation's promotional/selling activities to one or more clients, to ensure that such activities are aligned with corporate marketing objectives). Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding

We'll also need to see these on your CV

The candidate will be expected to have 5 years telco or equivalent experience, specialising in the area of Customer Relationship Management. Knowledge of the core Customer functions as defined by the TMForum Application Model (TAM), is essential including extensive knowledge of the marketplace, the Vendors and their products.

  • Campaign and Funnel Management

  • Sales Account Management

  • Customer Information Management

  • Customer Care

  • Transactional Document Management

  • Service Quality Management

  • Service Assurance Control

  • Customer Insight Management

  • Sales Aids, including Retail channel tooling.

  • Knowledge Management

  • STEM related Bachelor's degree or a related study, or equivalent experience

Why choose us?

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. Technology is 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 smart innovative products, combined with a personal experience, it sets us apart from the pack.

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.

#LI-SHC

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: IT, Systems and Security

Title: Customer Interaction Enterprise Architect

Location: GBR %26 Ireland-GBR-London

Requisition ID: 100162

Other Locations: UK %26 Ireland-United Kingdom-Antrim-Belfast, UK %26 Ireland-United Kingdom-Avon-Bristol, UK %26 Ireland-United Kingdom-Suffolk-Ipswich