Group Architect - Customer & Omnichannel

THE ROLE:

As Group Architect for Customer & Omnichannel at New Look, you will be responsible for shaping and leading the architecture direction for New Look’s customer and omnichannel technology landscape.  You will ensure that architecture decisions support our business strategy, customer experience ambitions, technology strategy and operational requirements.

You will work closely with senior business stakeholders, product leaders, delivery teams, engineering teams, architects and external partners to translate customer and omnichannel needs into clear architecture direction, roadmaps, standards and delivery guidance.

You will lead the Solution Architects aligned to the Customer & Omnichannel portfolio, ensuring that solution designs are robust, consistent, scalable, secure and aligned to the wider enterprise architecture

RESPONSIBILITIES:

• Architect Leadership: Lead, manage and develop the Solution Architects aligned to the Customer & Omnichannel portfolio.  Set clear expectations for architecture quality, stakeholder engagement, delivery support and documentation standards.
• Solution Assurance: Provide oversight and assurance for solution designs, options assessments, high-level designs, key design decisions, architecture decision records and non-functional requirements.  Ensure that solution decisions align with the portfolio architecture, enterprise standards and agreed guardrails.
• Collaborate with Stakeholders: Work closely with various departments and external vendors to understand their needs and translate them into practical architecture guidance.  Engage with senior and C-level stakeholders where required to ensure the architecture meets business needs and strategic technology requirements.
• Delivery Support: Work with product owners, delivery managers, engineering leads and suppliers to ensure that architecture support is provided at the right point in the delivery lifecycle.  Ensure architecture risks, dependencies and decisions are understood early and managed effectively.
• Architecture Governance: Own the Customer & Omnichannel architecture position for architecture review and Design Authority activity.  Ensure that material decisions are evidence-based, traceable and aligned to enterprise architecture principles.
• Standards and Patterns: Define and maintain relevant reference architectures, standards, patterns and guidance for the portfolio.  Ensure these are practical, reusable and understood by Solution Architects and delivery teams.
• Exception Management: Review architecture exceptions within the portfolio. Ensure deviations are documented, justified, time-bound, owned and supported by an agreed remediation path.
• Architecture Framework Contribution: Contribute to the ongoing development of New Look’s architecture framework, governance process, artefact templates, catalogue model and architecture community.
• Technology Assessment: Evaluate new and emerging technologies that could improve customer, colleague or operational outcomes.  Ensure recommendations are aligned to New Look’s business strategy, technology strategy and architecture principles.
• Proofs of Concept: Lead or support proof-of-concept activity where evidence is needed to validate material architecture options. Ensure outcomes are documented and used to inform decision making.
• Supplier and Platform Assessment: Support supplier, SaaS and platform assessments. Ensure selected solutions align with architecture direction, security expectations, integration needs, operational requirements and commercial constraints.
• Responsible Use of AI Tools: Use approved AI tools to support research, synthesis, documentation, review and option analysis.  Ensure AI-generated outputs are validated before they are used in decisions, artefacts or stakeholder communication.
• AI-Enabled Architecture: Assess AI-enabled capabilities within the Customer & Omnichannel portfolio for privacy, security, explainability, supportability, customer impact and operational risk.  Ensure AI use cases follow the appropriate data, security, legal and architecture governance routes.
• Continuous Improvement: Stay updated with relevant architecture, retail, customer experience and technology trends. Continuously seek opportunities to improve New Look’s architecture direction, delivery support and technology landscape.

WHO YOU ARE:

• Bachelor’s degree in computer science, information technology, business technology or a related field, or equivalent experience.  A master’s degree or relevant specialist certifications such as TOGAF, BCS, Azure, agile or product certifications are preferred.
• At least 10-12 years of experience in enterprise, portfolio, product or solution architecture, with a proven track record in shaping and delivering technology change.  Retail, ecommerce or omnichannel experience is strongly preferred.
• Experience defining target architectures, roadmaps, transition states and design guardrails across a complex business or technology portfolio.
• Strong understanding of customer-facing and cross-channel architecture, including ecommerce, mobile, stores, customer identity, service experience and fulfilment journeys.
• Demonstrable experience of architecture principles, standards, design patterns, architecture views, solution modelling and systems behaviour.
• Ability to translate business strategy, customer outcomes and future-state capabilities into practical architecture requirements and delivery guidance.
• Good understanding of API, event, batch and service interaction patterns, and how they affect customer and omnichannel architecture.
• Data and AI Awareness
• Good understanding of modern cloud, SaaS, commerce, mobile, content, CRM and service platforms.
• Knowledge of different architecture and solution modelling approaches, such as C4, UML and ArchiMate.
• Product and Delivery Methods
• Vendor Management
• Analytical and Problem-Solving Skills

WHATS IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Profit related bonus scheme
• Option to join our Healthcare Private Medical Scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service)
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust