Domain Architect: Customer and Operations

Role Overview

To define, develop, and maintain the end-to-end technology solutions that enable customer journeys (acquisition, onboarding, servicing, engagement) and banking operations (case management, workflow, payments ops, KYC/AML ops, reconciliations, dispute handling, contact centre operations, back-office processing).

This role requires strong architecture capability in digital channels, integration, data, automation, and cloud, combined with a deep understanding of banking customer experience and operational processes.

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Responsibilities:

• Architecture Design Strategy
• Architecture initiatives delivered with high-quality, secure, compliant architectures.
• Develop target-state architectures and transition roadmaps for digital platforms.
• Ensure robustness, resilience, security, and reliability in all channel designs.
• Governance Compliance
• Collaborate with Product Owners, Operations leaders, Engineering, Security, Data, and Enterprise Architecture.
• Participate in architecture review boards and provide technical leadership during delivery.
• Guide engineering teams with patterns, reference implementations, and technical decision support.
• Collaboration Leadership
• Work closely with product owners, IT squads, business analysts, and other domain architects.
• Provide architectural guidance and mentorship to delivery teams.
• Engage with global and cross-functional teams to ensure alignment and reuse.
• Innovation Continuous Improvement
• Stay abreast of emerging technologies (e.g., micro frontends, composable architecture, PWA).
• Drive innovation in customer experience, personalisation, and omnichannel enablement.
• Promote agile architecture practices and DevSecOps principles

Requirements Experience:

• 8–10 years of experience in solution or domain architecture, with a focus on Customer and Service Operations.
• Proven experience as a Salesforce Architect with a strong understanding of best practices
• Proven experience in designing and implementing web and mobile banking platforms.
• Strong understanding of API-led integration, cloud-native architectures, and CI/CD pipelines.
• Experience with customer identity and access management (CIAM), UX/UI frameworks, and mobile SDKs.
• Experience with container orchestration (EKS/GKE), service mesh (Istio/Linkerd), observability (Datadog/Grafana), and security scanning (Snyk/Twistlock)

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Qualifications:

• Bachelor’s or Postgraduate Degree in Computer Science, Information Systems, or related field.
• TOGAF or equivalent architecture certification.
• AWS/GCP/Azure certifications advantageous.