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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 going through an exciting period of IT Transformation and change and looking for an Enterprise Architect with expert knowledge around Customer Service archietcture to play a defining role in a company wide digital transformation. You will work within an extremely complex landscape and define a strategy and transitional roadmap for this domain.  The Customer Service domain covers device insurance, during and post sales customer service and services such as repairs. 

The position will be based in our West London Head Office (North Acton) with a free gym onsite. We can also offer flexible working, on top of a competitive salary, bonus and benefits package. 



  • Shapes, owns and manages the enterprise Customer Service architecture
  • Develops and publicises the vision and roadmap that realises the target architecture
  • Helps to define and shape the enterprise principles, standards and patterns for the Customer Service domain
  • Supports the HoEA, Architects, the domain Delivery Manager and business stakeholders to understand and influence key business strategies and initiatives demonstrating how these can be realised by IT and the business
  • Collaborating with the HoEA to assess the impact of changes to inflight projects and the Group IT Strategy and Roadmap
  • Collaborates across IT and business stakeholders to translate solutions into formal recommendations so that approval, priority and budget can be gained
  • Works with the range of specialist architects in Architecture and Delivery and IT SMEs to create Program and Project level designs or direct and govern designs produced by third parties
  • Assists with the transition of projects into delivery teams and helps to ensure that the project is aligned with the strategic architecture throughout the delivery process


You will need:

  • Experience of working within the Customer Service domain transformation programme 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 develop creative technology strategies for rapidly changing, highly ambiguous challenges and opportunities
  • Experienced in architecting bespoke SaaS, White Label or Multi-Tenant systems
  • Broad understanding of Technology, Data, Security, SOA and Micro Services
  • Considerable experience in at least one of the following areas:
    • Contact Centre Architecture ideally but not limited to Avaya or another major platform
    • Insurance platforms or systems and the associated processes around policy inception, renewal and claims. Ideally SAP insurance modules
    • The financial aspects of insurance and how this information is to be presented to financial systems such as SAP
    • Post sales use cases such as device setup, repairs etc