About the role
DS Smith are looking for an experienced Customer Services Enterprise Architect to join our new, growing IT Strategy and Architecture capability.
Our One IT organisation spans disciplines, business divisions and countries and is responsible for helping us grow in size, delight our customers, empower our people and drive sustainability through forward looking technology choices.
As the Customer Services Architect you will be tasked with creating value for DS Smith, its customers and partners whilst reducing our risks by providing Customer Services leadership, guidance and governance across the business, data and technology choices DS Smith makes.
In this role you will cover our customer, industry and supply chain interactions across our divisions. The role is strategic and forward looking, you will look across the entirety of our business, supply chain and technology partners making technology choices for the future but also for the today that reduce risk, cost and improving value.
You will focus on the customer need be that B2B, B2C or B2E and use that knowledge to better understand their needs, create an excellent customer and partner experience and align customer processes, systems and data.
In doing so you will develop multi-year customer centric architectures and roadmaps, demonstrating the line of sight to achieve our goals.
You will use your experience to promote technology enabled innovation; through customer journey technology and data.
As the Customer Services Architecture, you will provide strategy and architecture best practice, ways of working and governance.
You will have excellent communication skills with the ability to work closely with senior leadership teams as well shop floor colleagues.
Minimum requirements :
Experienced Architect with a focus on business design for customer experience - including supply chain integration, master scheduling, machinery design and operation, inventory management, warehouse management and logistics
Managing 3rd party service and technology providers through various parts of the lifecycle (RfP, design, build, operate).
Forming a consistent understanding of Customer service and Digital Experience platforms, systems and applications through analysis and triage to promote interoperability and convergence activities.
Awareness of disruptive digital technologies and how they can enhance customer experience
Experience translating business drivers for customer service improvement through technology capability.
Lead on data architecture for customer scope (e.g. CRM, Marketing, Sales, Digital experience, eCommerce, digital communications, customer service) to promote information ownership, definition, accessibility via Group IT technologies, security, governance and value
Working with and directing customer experience technology and service providers.
Preferred requirements :
Sector experience in relevant manufacturing, asset intensive or product business
Customer experience practices including Customer Journey Mapping, Design thinking, business model design, operating model design.
Digital delivery practices including Agile, Scrum
Applying digital and enabling technologies including CRM, BPM, eCommerce, customer sentiment analysis, helpdesk capability, consumer tech (e.
g. wearables, mobile, voice), customer contact automation, customer MDM, AR / VR, simulation, cognitive analysis, Bots and co-browsing and more.
Leadership requirements :
Strategy able to create and gain consensus for strategy through logic, and story telling
Results ability to drive strategy through to results, engaging others to commit
Leading - leading individuals, and teams to be empowered to deliver outcomes
Judgement ability to make complex, impactful decisions that give confidence