Business Architect

A consultancy firm specializing in Customer Service Transformation is looking for a business architect. You have operational experience in customer service and are able to think along on how to further improve operations. You design a new vision and translate it into a solution design and transition plan to transform service teams.

What you will do.

• Strategically think about the future of customer service operations for various clients.
• Define a clear vision and architecture for services and information flows.
• Listen to stakeholders and advise on possible solutions and how to integrate them into a solid enterprise architecture.
• Act as the crucial bridge to the building teams, briefing IT architects and solution analysts on functional requirements.
• Coach teams to enhance their way of working.
• Oversee the connection between long-term digital innovation and the day-to-day reality of agents and supervisors.
• Collaborate in short iterations with direct feedback loops, maintaining real ownership of the architectural vision.
• Visualize problems, ideas, and solutions using clear, fit-for-purpose models that translate business ideas into technology-specific solutions.

What they ask

• Experience with analysis and solution architecture.
• Knowledge of frameworks like COPC, KCS.
• A hybrid mindset, easily bridging the gap between business domains and technical teams.
• Staying up to date with trends and innovation.