Enterprise Customer Architect

Company Description/ Business Unit
Location: Oldbury (hybrid working 3 office days per week)
Employment Type: Permanent, full time
Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical Insurance
Think the AA is just about roadside assistance? Think again.

For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as an
Enterprise Customer Architect
means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.

This is the job
Are you passionate about shaping exceptional customer experiences through technology? We're looking for an
Enterprise Customer Architect
to lead the design and assurance of our customer-facing platforms and help transform the way we engage with millions of customers.

This is a strategic role at the heart of our transformation journey. You'll partner with senior leaders across the business, to define and deliver the architecture for technologies that power customer interactions, across telephony, digital channels, CRM, web, mobile, and omni-channel platforms.

Your focus will be on optimising customer journeys, blending both direct and indirect customer experience architecture, and ensuring our solutions are scalable, resilient, and future-ready.

What will I be doing?

• Define and evolve the enterprise customer technology vision and roadmap, aligning with business transformation goals.
• Lead architecture design and assurance for customer-facing platforms, including CRM, web, mobile, telephony, and omni-channel solutions.
• Collaborate with senior leaders and cross-functional teams to identify strategic opportunities for customer technology innovation.
• Develop and maintain architecture frameworks, standards, and governance to ensure security, scalability, and performance.
• Drive integration and optimisation of customer technologies across the delivery lifecycle, supporting seamless and engaging experiences.
• Monitor emerging trends and assess their impact, embedding principles such as digital-first, automation, and cloud-native into future-state architectures.

What do I need?

• Proven experience designing and implementing enterprise-scale customer-facing solutions across CRM, web, mobile, and omni-channel platforms (e.g., Salesforce, Dynamics 365, Adobe Experience Cloud).
• Strong understanding of digital customer technologies, integration tools, and automation (e.g., API gateways, RPA, marketing automation).
• Ability to influence senior stakeholders and communicate complex architectural concepts clearly and effectively.
• Strategic mindset with experience driving transformation initiatives and aligning technology with business objectives.
• Knowledge of compliance and regulatory requirements (e.g., GDPR, PCI-DSS) and their impact on customer technology design.
• Relevant certifications (e.g., Salesforce Technical Architect, Microsoft Dynamics 365 Solution Architect, TOGAF) and a degree in Computer Science, IT, or related discipline.

Additional information
Benefits
We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more

We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.