Lead Solution Architect (Digital & Customer Experience)

Job Req ID: 59573 

Posting Date:10/07/2026

Function: Architecture & Solution Design

Location:  Bristol, Manchester, Birmingham & London

About the role

At BT we are undergoing a huge E2E transformation of our business, transforming journeys and technology through process, IT and network change. As part of this journey, we are transforming the way our customers interact with us through digital channels.

 

As the Customer & Digital Experience technology lead, you will be responsible for leading the technology strategy for self-service web and app-based customer journeys, helping 1.1 million B2B customers manage their services seamlessly. You will define and drive a transformation roadmap that delivers market-leading self-service experiences, leveraging technologies such as React, Flutter and AWS to create outcomes that delight our customers.

 

Your leadership will ensure our digital experiences are secure, intuitive and continually evolving to meet customer expectations. Working closely with Business Cluster Leads, you will lead the technical vision and transformation strategy, defining the "how" while partnering with stakeholders who define the "what".

 

This role will drive meaningful change through the digitalisation of customer journeys, the adoption of AI technologies and the reduction of manual processes, helping shape the future of customer experience at BT.

What you’ll be doing

• Own the end-to-end design capability across Business Digital Service and other business units, delivering innovative solutions with customers, colleagues and operations in mind.
• Establish and govern design principles, standards, patterns and practices that drive consistency, simplicity, scalability and reuse.
• Ensure the right designs and architectural artefacts are created, validated and governed.
• Act as a subject matter expert, leading the design of repeatable technical solutions that meet customer requirements and deliver positive business outcomes.
• Oversee and direct solution architecture workstreams across major transformation programmes.
• Develop robust recommendations, proposals and scope of work documentation while identifying critical dependencies and risks.
• Lead the creation of innovative and repeatable solution architectures that address complex business and technical challenges.
• Influence business stakeholders by demonstrating the value and transformative power of technology, products and services.
• Drive a high-performance culture that enhances architectural capability, methodologies and best practice.
• Ensure alignment with enterprise architecture guardrails, standards and solution patterns.
• Champion thought leadership, providing guidance across multiple technologies and shaping the long-term architecture strategy.
• Lead complex, enterprise-wide initiatives that support BT's commercial strategy.
• Drive continuous improvement across architecture processes, standards and ways of working.
• Mentor, coach and lead a team of Solution Architects, developing current and future capabilities while supporting career growth and performance.

Essential Skills / Experience

• Strong experience with TOGAF or equivalent enterprise architecture frameworks.
• Proven team leadership and coaching experience within architecture or technology functions.
• Excellent strategic thinking and planning skills, with experience defining long-term architecture direction.

Desirable Skills / Experience

• End-to-end systems thinking.
• Architectural leadership within large-scale transformation environments.
• Stakeholder engagement and influencing at senior leadership level.
• Design governance experience.
• Strong problem-solving and decision-making capabilities.
• Commercial awareness and business acumen.
• Excellent communication and storytelling skills.
• Risk and dependency management experience.
• Experience with one or more core technologies including ServiceNow, Salesforce Field Service and digital platforms.
• Knowledge of AI technologies or AI-led service transformation.
• Experience supporting service environments, technology transformation or service modernisation programmes.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. 
You can design the package to suit you and your lifestyle. Your core benefits include:

• Company car scheme (or cash alternative)
• 15% on target annual bonus
• Private healthcare for you and your family
• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.