Digital Architect - Customer Experience - NESO

National Grid; Wokingham; Hybrid; GBP 70,000 - 82,000; Full time

Job summary

A leading energy organization in the UK is seeking a Digital Architect to drive the transformation of customer-facing digital experiences. This role involves designing digital architecture for web, CRM, and contact centre platforms, ensuring seamless omni-channel engagement. Candidates should have strong digital architecture experience, ideally with CRM platforms like Salesforce. The position offers a competitive salary up to £82,000, with additional benefits and a hybrid working model.

Benefits

Competitive salary

Bonus up to 15%

28 days annual leave

Contributory pension scheme

Qualifications

• Proven experience in digital architecture with a focus on customer-facing solutions.
• Strong knowledge of CRM platforms, preferably Salesforce.
• Demonstrated success in omni-channel solution design.

Responsibilities

• Design and evolve NESO’s digital architecture for customer-facing platforms.
• Lead the development of integrated solutions for consistent omni-channel experiences.
• Define architectural patterns for CRM platforms.

Skills

Digital architecture experience

Knowledge of CRM platforms

Omni-channel solution design

Agile methodologies

Stakeholder management

Education

Degree in Computer Science or related field

TOGAF or Salesforce architecture certification

Job description

About the Role

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.

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.

Key Accountabilities

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.

About You

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, DevOps, and CI/CD pipelines.
• Solid understanding of enterprise architecture frameworks and integration patterns.
• Excellent communication and stakeholder management skills.

Qualifications

• 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.

About What You’ll Get

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 Purpose and Values, and be part of a supportive community that values your individuality and where you can belong.

About Us

At National Energy System Operator (NESO), we’re aiming to operate a zero-carbon electricity system for Great Britain by 2030 when there is sufficient renewable generation. This means change is needed across the whole system to transition away from fossil fuels and deliver clean, and affordable energy for everyone across the country.

Join a journey that matters.

Your energy, our future, together.

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system. The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them. The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all. The time to deliver is now. As part of our team, you won’t just be touching the lives of almost everyone in Great Britain – you’ll be shaping the way we use and consume energy for generations to come.

More Information

This role closes on 16th November 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We’re committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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