Principal Architect- Customer Journeys
- أبو ظبي
- دائم
- دوام كامل
- Architect end-to-end customer journeys that deliver measurable business and experience outcomes, aligned with strategic capabilities and value streams.
- Act as the key integrator of customer-centric design and enterprise architecture, driving alignment between customer experience (CX), business goals, and enabling technologies.
- Orchestrate cross-functional collaboration to embed capability-based design into customer journeys and digital channels.
- Serve as a strategic partner in journey modernization programs, applying a structured business architecture lens to improve agility, personalization, and service quality.
- Maintain traceability from journey design to business value and enterprise objectives.
- Embed technical architecture principles including cloud-native design (AWS, Azure), event-driven and asynchronous processing, and serverless computing into journey platforms.
- Ensure alignment with modern system architecture and value stream optimization across customer engagement layers.
- Lead the definition, modeling, and maintenance of enterprise customer journey blueprints, ensuring traceability to capabilities and strategic outcomes.
- Partner with CX, product, strategy, and channel teams to embed journey insights into transformation programs.
- Actively support value stream identification and optimization, ensuring business capabilities and pain points are addressed through architecture.
- Co-design future-state operating models for high-priority journeys (e.g., onboarding, service recovery, complaints handling).
- Ensure journey initiatives are architecturally sound, technically feasible, and integrated with enterprise capability and process landscapes.
- Maintain documentation in the business architecture repository, aligned to EA standards and taxonomy.
- Integrate cloud-native services and serverless components to enhance scalability and agility of journey platforms.
- Apply event-driven architecture principles to enable real-time customer interaction and orchestration.
- Represent customer journey perspectives in enterprise architecture boards, governance forums, and transformation design reviews.
- Ensure architecture artifacts reflect alignment with the broader data, application, and technical landscape.
- Promote standardization of reusable digital capabilities (e.g., onboarding KYC, authentication, communication) across journeys.
- Track journey performance, maturity, and value realization, contributing to architecture KPIs and roadmap tracking.
- Coach architects, analysts, and product owners on capability-led, experience-driven design.
- Contribute to the evolution of enterprise architecture practices by embedding journey thinking into frameworks, tooling, and governance.
- Collaborate with cloud engineering teams to ensure AWS and Azure services are leveraged effectively in journey platforms.
- Support asynchronous processing and integration patterns to improve responsiveness and scalability.
- Journey-Centric Architecture Expertise: Experience designing, evolving, and governing omnichannel customer journeys mapped to enterprise capabilities.
- Value Stream & Capability Mapping: Proficiency in linking customer intents to business outcomes, processes, and enabling technology.
- CX-to-Tech Bridging: Proven ability to translate customer needs and pain points into business and IT requirements.
- Strategic Thinking: Ability to drive prioritization, roadmap alignment, and investment rationale based on journey impact and business value.
- Collaboration & Influence: Strong stakeholder engagement across business, product, CX, and technology domains to align on shared outcomes.
- Continuous Improvement: Familiarity with journey analytics, VOC feedback loops, and agile delivery to optimize journeys.
- Cloud Architecture: Knowledge of AWS and Azure platforms, including serverless computing, containerization, and cloud-native services.
- Modern System Architecture: Experience with event-driven design, asynchronous processing, and microservices-based platforms.