Domain Architect - Customer Experience

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

Centrica, Technology is a core driver of how we deliver our strategy. You’ll join a team modernising our platforms, strengthening cyber and operational resilience, and advancing a product‑led way of working that brings engineers, data specialists and business experts together to deliver meaningful outcomes at pace.

We’re scaling automation and AI from proof‑of‑concept into real, end‑to‑end change - improving customer journeys, reducing cost‑to‑serve, accelerating delivery, and building the digital foundations that underpin everything from energy trading and risk to field operations and critical infrastructure.

If you want to work on complex, high‑impact problems using modern engineering practices, and help build reusable platforms that will shape how Centrica operates over the next decade, this is the place to do it.

An opportunity to play your part: The Domain Architect – Customer Experience is responsible for shaping and assuring the technology architecture that underpins end‑to‑end customer journeys across digital and assisted channels, including web and mobile journeys, customer portals, telephony, contact centre platforms, and chatbots/conversational AI. The role focuses on delivering simple, consistent, and high‑quality customer experiences by aligning architecture decisions to product objectives, customer outcomes, and commercial value, while maximising reuse of shared platforms and capabilities. Working closely with product and engineering teams, the Domain Architect ensures solutions are delivery‑aware, scalable, secure, and cost‑effective, operating within enterprise guardrails and defined decision rights. Acting as a trusted advisor, the role influences stakeholders, champions standardisation where appropriate, and coaches architects and engineers to raise the maturity and effectiveness of customer experience architecture over time.

Location: UK-based hybrid role, Occasional travel to site.

The Day to Day:

• Define and maintain the target architecture for customer experience journeys and platforms.

  Ensure consistent experiences across digital self‑service, assisted service, and conversational channels.

  Balance differentiation to meet customer needs with standardisation for scale and efficiency.

• Shape architectural decisions around customer, commercial, and operational outcomes rather than systems.

  Align architecture to product objectives, OKRs, and experience metrics (e.g. customer effort, digital adoption, cost to serve).

  Challenge over‑ or under‑engineering to ensure solutions are proportionate to the value delivered.

• Champion reuse of shared platforms and capabilities, guiding teams on “use vs extend vs build”.

  Identify duplication and fragmentation across CX tooling and influence convergence.

  Contribute to reference architectures, standards, and golden paths for customer experience.

• Ensure solutions conform to enterprise guardrails, including security, data protection, consent, and accessibility.

  Operate within defined decision rights, escalating where decisions have cross‑domain or strategic impact.

• Design with a whole‑journey and whole‑system view, considering integration, data, operability, resilience, and cost.

  Anticipate downstream impacts on customers, operations, and service teams.

• Work closely with product and engineering teams to ensure designs are grounded in delivery reality.

  Adapt architecture based on delivery feedback and evolving constraints.

  Measure success by what is delivered, adopted, and experienced by customers.

• Incorporate total cost of ownership, cloud economics, licensing, and vendor risk into designs.

  Support build vs buy decisions with clear, balanced analysis.

  Help teams understand the economic implications of customer experience choices.

• Act as a trusted advisor to Product, Engineering, Operations, and Technology leaders.

  Influence without authority and constructively challenge decisions that negatively impact customer journeys.

• Coach and mentor Solution Architects and engineers within the domain.

  Promote strong architectural practices, reuse, and consistent standards.

  Raise the maturity of customer experience architecture over time.

What we need from you:

• Experience delivering solution and domain architectures across multiple projects or platforms.

• Strong understanding of business processes and their alignment with technology solutions.

• Excellent communication skills, able to engage technical and non-technical audiences.

• Strategic thinking with the ability to plan and implement mid to long-term technology roadmaps.

• Experience with architectural governance and compliance in a large organisation.

• Demonstrates the safe and responsible use of AI tools, with clear knowledge of when AI use is appropriate and strong awareness of accuracy, bias and compliance. Bringing the ability to design and reuse prompt templates to support consistent, high quality workflow outputs, and skilled in using AI to triage, classify and analyse information within Centrica policy guardrails.

• Strong ability to recognise higher risk scenarios and escalate to governance or security as needed. Alongside this, showing proficiency in enterprise AI copilots, knowledge assistants and AI enhanced productivity tools.

What's in it for you?

• Enjoy a generous market salary, along with fantastic growth opportunities and a vibrant work environment!

• Power up your pay with a 15% Employee Energy Allowance, surpassing the government's price cap!

• Secure your future with our comprehensive pension plan, designed for peace of mind.

• Elevate your health with our fully-funded company healthcare plan, prioritizing your well-being.

• Recharge with a generous 25-day holiday allowance, plus public holidays, and even purchase up to 5 extra days for extended relaxation!

• Experience unparalleled work-life balance with an exceptional selection of flexible benefits, from tech treats and eco-friendly car leases to travel insurance for your adventures!

Why should you apply?

Thinking of applying? Do it! A better you, paves the way for a better tomorrow. That’s why last year, over 3,000 colleagues made an internal move across Centrica – we’re proud to champion squiggly careers because your journey is just as important as ours. If you bring your energy, we’ll give you a platform to energise your career.

Why don't you visit our Learning & Development Hub and explore our digital learning offering for any material which can upskill you in your current role – and get you ready to interview for your next one?

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey. Chat to your manager too – it's important they understand your goals and can help support you.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/centrica

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.