Digital Architect - Customer Experience - NESO

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National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

National Energy System Operator (NESO) is seeking a visionary Digital Architect to lead the transformation of customer-facing digital experiences. This role will be pivotal in shaping how customers interact with NESO across web, CRM, and contact centre platforms, fostering trust and confidence through seamless omni-channel engagement.

You will architect scalable, secure, and user-centric solutions that integrate NESO’s digital estate, ensuring consistency and excellence across all customer touchpoints. Working within Agile delivery teams, you’ll collaborate with product managers, developers, and stakeholders to define and deliver strategic digital capabilities.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

• 1. Customer Experience Architecture
  Design and evolve NESO’s digital architecture for customer-facing platforms including CRM, web portals, and contact centres.
• 2. Omni-Channel Integration
  Lead the development of integrated solutions that provide consistent experiences across channels (web, mobile, voice, social).
• 3. CRM and Contact Centre Enablement
  Define architectural patterns for Salesforce and other CRM platforms, ensuring alignment with NESO’s customer strategy.
• 4. Agile Delivery Support
  Embed architecture within Agile squads, supporting iterative delivery and continuous improvement.
• 5. Stakeholder Engagement
  Collaborate with business leads, customer teams, and technology partners to align architecture with strategic outcomes.
• 6. Governance and Standards
  Ensure compliance with NESO’s architecture principles, security standards, and data governance policies.

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey.

You’ll bring:

• Proven experience in digital architecture with a focus on customer-facing solutions.
• Strong knowledge of CRM platforms (preferably Salesforce), web technologies, and contact centre systems.
• Demonstrated success in omni-channel solution design and customer journey mapping.
• Familiarity with Agile methodologies, Dev Ops, and CI/CD pipelines.
• Solid understanding of enterprise architecture frameworks and integration patterns.
• Excellent communication and stakeholder management skills.

• Degree in Computer Science, Engineering, or related field, or equivalent experiences
• Ideally a certification in architecture frameworks (e.g., TOGAF) or Salesforce architecture.
• Experience working in large-scale digital transformation programmes.

A competitive salary up to £82,000 – dependent on experience and capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 days annual leave as standard, and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

You will also have access to a comprehensive benefits package tailored to support your well-being and professional success. From a competitive salary to flexible work arrangements, we promote your work-life balance. Enjoy fit for purpose wellbeing and lifestyle offerings, ongoing skill development aligned to our…