Enterprise Architect

Change and Transformation

Job Number: 6104

Location: Dixons Carphone, Acton Support Centre (123)

Contract: Full Time / Permanent


Enterprise Architect (Customer Service)

Dixons Carphone are looking for an Enterprise Architect with insurance domain knowledge, for an exciting new position focused on Customer Service architecture. Reporting into the Head of Enterprise Architecture you will define a strategy and transitional road-map for this domain. The role will require excellent communication and influencing skills, as you will be required to work with the HoEA and engage with Directors and Heads of Departments within IT and the business.


As Enterprise Architect you will: 

  • Shape, own and manage the enterprise Customer Service architecture
  • Develop and publicise the vision and roadmap that realises the target architecture
  • Help to define and shape the enterprise principles, standards and patterns for the  Customer Service domain
  • Support the HoEA, Architects and Senior Business stakeholders to understand and influence key business strategies and initiatives, demonstrating how these can be realised by IT and the business
  • Support engagement activities with the HoEA and Senior Stakeholders to develop compelling and profitable solutions to business challenges and opportunities
  • Collaborate with HoEA, Architects and Senior Stakeholders to translate solutions into formal recommendations so that approval, priority and budget can be gained
  • Assist with the transition of projects into delivery teams and helps to ensure that the project is


You will need:

  • Expertise within your area and can give guidance on which direction should be taken, whilst being appreciative of current and emerging technologies
  • Experience of working within the Customer Service domain, within a complex technology transformation, within a significant retail business (or similar)
  • Proven experience of developing a credible and practical target architecture for the Customer Service domain, which supports the Business and IT strategy
  • Exceptional written and oral communication and presentation skills, with the ability to communicate complex ideas in a focussed, simple and commercially relevant manner to a senior audience
  • Exceptional influencing skills, with the ability to advise and recommend with real credibility at all levels and manage complex stakeholder relationships
  • Proven critical analysis and problem-solving skills, with the ability to work alongside the HoEA and the business to develop creative technology strategies for rapidly changing, highly ambiguous challenges and opportunities
  • Considerable experience in Contact Centre Architecture, including but not limited to Avaya, Genesys or other industry platforms
  • Considerable experienced in insurance platforms or systems and the associated processes around policy inception, renewal and claims
  • Deep understanding of financial aspects of insurance and how this information is to be presented to financial systems such as SAP
  • Experienced in architecting bespoke SaaS, White Label or Multi-Tenant systems
  • Broad understanding of Technology, Data, Security, SOA and Micro Services


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.

This position has now closed.