Enterprise Architect - Customer & Growth

Australia Post; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Australia Post is seeking an experienced Enterprise Architect – Customer & Growth to own the business and technology architecture for a key enterprise domain. You’ll connect customer journeys, data, channels and platforms to define a clear target state and multi-year roadmap aligned to the organisation’s architecture principles.

You’ll shape customer-facing commerce across digital, physical, partner and assisted-service channels, drive value streams, and guide strategic options before major

Qualifications

• Senior enterprise architect with deep experience shaping customer, digital and commerce strategy.
• Ability to translate business needs into target-state architecture and multi-year roadmaps.
• Strong capability in customer value streams, data, channels and platforms.

Responsibilities

• Own the Customer & Growth business and technology architecture.
• Shape multi-year roadmaps across customer journeys, digital and physical channels, CRM and data.
• Align customer-facing investments to Australia Post’s strategy and principles.
• Lead a virtual architecture community and collaborate with strategic partners.
• Champion responsible use of AI and emerging technology to improve engagement and performance.

Job description

Enterprise Architect - Customer & Growth

Working in tech at Australia Post is where innovation and problem solving meets great people and agile working. You’ll work with bright people on building and maintaining products and services that you and every other Australian get to benefit from every day. Whether you’re working from our modern office or your one at home, you’ll be part of a culture of collaboration and connection, making long-lasting impact right across Australia.About the opportunity

As Enterprise Architect – Customer & Growth, you’ll own the business and technology architecture for one of Australia Post’s most important enterprise domains. You’ll connect customer journeys, commercial priorities, data, channels and platforms to establish a clear target state and achievable multi-year roadmap aligned to Australia Post’s organisational strategy and Enterprise Architecture Principles.

Your scope will span customer acquisition, onboarding, purchasing, sending, tracking, receiving, returns, billing, account management and support across digital, physical, partner and assisted-service channels.

You’ll shape the customer-facing experience of commerce while working across adjacent domains responsible for product definition, pricing, billing and operational fulfilment. Through capability-based planning and clear architectural trade-offs, you’ll help improve customer growth, conversion, engagement, retention, service quality and cost to serve.

What you’ll deliver with usCommercial & Strategic Priorities

• Own the Customer & Growth business and technology architecture, including its customer value streams, capability model, target operating model implications and target-state direction.
• Shape multi-year roadmaps across customer journeys, digital and physical channels, CRM, customer data, commerce, sales, brand and marketing.
• Frame strategic options and trade-offs before major investment decisions, connecting customer and commercial outcomes to capability, data, platform and sourcing choices.
• Shape CRM, customer service, identity, consent, segmentation, personalisation and omnichannel capabilities.
• Guide the customer-facing experience of commerce, working with adjacent domains responsible for product, pricing, billing and operational fulfilment.
• Align customer-facing investments to Australia Post’s organisational strategy and Enterprise Architecture Principles.
• Lead a virtual architecture community across the domain and work with strategic partners to align investment and delivery to the target architecture.
• Champion the responsible use of AI and emerging technology to improve customer engagement, service and commercial performance.

About you

You are a senior enterprise architect with deep experience shaping customer, digital and commerce strategy, target-state architecture and multi-year transformation roadmaps in large, complex organisations.You combine strong customer-domain expertise with business architecture capability, including customer value streams, capability modelling and operating-model design. You can navigate complex trade-offs across customer experience, product, pricing, commerce, fulfilment, billing, data and operations, and translate them into clear advice for senior executives.

Your experience spans CRM, customer service, identity, customer data, consent, personalisation, omnichannel and commerce platforms. You connect architecture decisions to measurable customer and commercial outcomes while ensuring privacy, accessibility, security and responsible use of data and AI.

You’ll also bring

• Experience in postal, logistics, retail, financial services, telecommunications, travel or another high-volume omnichannel environment.
• Strong understanding of consumer and business customer models, including self-service and account-managed journeys.
• A track record modernising complex customer environments spanning CRM, digital experience, marketing technology, contact centre and customer-data platforms.
• Familiarity with Salesforce, Adobe Experience Cloud or comparable customer and digital platform ecosystems.
• Experience applying AI to customer service, marketing, sales, personalisation or assisted-service experiences.
• Credibility influencing senior leaders, mentoring architects and working with strategic partners across complex transformation portfolios.

What else is in it for you?

• Bring your whole self to work every day and be met by a welcoming bunch of people who respect and support you
• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week
• Opportunities for growth and development through formal programs or mentorship
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at ***************@auspost.com.au or on 03 8737 9***.