Solution Architect - Customer Experience

About the role

What you’ll be doing

• Lead End-to-End Solution Design- Define and own solution architectures that align customer needs, business objectives and technology strategy, ensuring solutions are scalable, sustainable and deliver measurable value.
• Translate Business Requirements into Solution Outcomes - Work with stakeholders across Customer Experience, Operations, Technology and Commercial teams to understand business challenges and translate requirements into clear solution designs and delivery plans.
• Provide Architecture Leadership and Governance - Develop and maintain architecture artefacts, ensuring all solutions comply with Openreach standards, strategic roadmaps, governance processes and regulatory requirements assuring the end to end integrity of Openeach processes.
• Drive Customer Experience Transformation - Design solutions that simplify customer journeys, improve service performance, reduce operational effort and enhance experiences for customers, Communication Providers (CPs) and engineers.
• Evaluate and Recommend Solution Options - Assess solution alternatives, balancing customer, operational, technical and commercial considerations to recommend the most effective and sustainable approach.
• Manage Risk, Dependencies and Impacts - Identify architectural risks, dependencies, constraints and business impacts, ensuring appropriate mitigation plans are developed and managed throughout delivery.
• Support Strategic Planning and Investment Decisions - Contribute architecture expertise to business cases, investment proposals and strategic roadmaps, providing estimates, impact assessments and recommendations to support decision making.
• Influence and Engage Stakeholders - Build trusted relationships and influence stakeholders at all levels, facilitating collaboration across business, operational and technology teams to achieve successful outcomes.
• Support Delivery and Implementation - Work closely with delivery teams throughout the project lifecycle to ensure solutions are implemented as designed, embedded successfully to realise expected benefits.
• Champion Innovation and Continuous Improvement - Identify opportunities to simplify processes, improve performance and leverage technology to drive operational excellence and future customer experience improvements.
• Develop Future-State Architecture and Roadmaps - Define future business and technology capabilities, ensuring solutions support long-term strategic objectives and enable sustainable transformation across Openreach.
• Provide Technical and Business Leadership - Act as a trusted advisor, bringing together business, process, data and technology considerations to support informed decision making and successful transformation outcomes

Essential Skills / Experience

• Solution Architecture: Significant expertise in designing and documenting end-to-end business and technology solutions, developing architecture artefacts and recommending scalable solutions aligned to strategic objectives.
• Business, Process & Operational Design: Demonstrable success in analysing and improving business processes, operating models and customer journeys, identifying opportunities for simplification, automation and efficiency improvements. Knowledge of human-centred design techniques, with the ability to ensure solutions are shaped around the needs of customers, CPs, engineers and operational users.
• Architecture & Technology: Demonstrates knowledge of business architecture, solution architecture and systems integration, with the ability to design end-to-end solutions that align customer, operational and technology requirements. Understanding of process orchestration, workflow automation, data flows and system capabilities to support customer experience transformation and operational simplification

Desirable Skills / Experience

• Communication & Influencing: Proven ability to communicate complex business, operational and technical concepts clearly, influence decision-making, facilitate workshops and secure stakeholder alignment across all levels of the organisation.
• Stakeholder Management: Strong track record of building trusted relationships and working collaboratively across business, operational, commercial and technology teams to deliver strategic outcomes.
• Customer Focus: Demonstrable knowledge of customer-centric design principles and delivering solutions that improve customer, CP, engineer and colleague experiences whilst balancing operational and commercial priorities.
• Problem Solving & Analytical Thinking: Proven capability to analyse complex business challenges, utilise data and insights, and develop practical solutions that deliver measurable business value.
• Business Analysis: Skilled in analysing complex business challenges, eliciting requirements and translating needs into practical, value-driven solutions.
• Delivery & Transformation: Proven track record of leading architecture and solution design activities across complex change initiatives, ensuring solutions are technically feasible, strategically aligned and successfully implemented. Demonstrates the ability to provide architecture leadership throughout the delivery lifecycle, managing design decisions, technical dependencies, risks and governance while supporting the realisation of intended customer and business outcomes
• Commercial & Strategic Awareness: Proven contribution to business case development, investment planning and strategic decision-making, ensuring solutions deliver customer, operational and financial outcomes.
• Transformation & Change – Demonstrable involvement in customer experience, service delivery or operational transformation programmes, including future-state design, roadmap development and value realisation.
• Strategic Thinking & Innovation – Demonstrates curiosity, resilience and forward-thinking, with the ability to challenge existing approaches and identify opportunities that support long-term business transformation and customer outcomes.
• Preferred Professional Qualifications : Relevant professional certifications in Architecture, Agile Delivery, Business Analysis, Change or Continuous Improvement disciplines, such as TOGAF, PRINCE2 Agile, AgilePM, BCS, Lean Six Sigma or SAFe.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:
• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now