Digital Customer Experience Designer

1 day ago


Stockholm, Stockholm, Sweden H & M Hennes & Mauritz Gbc AB Full time
The Opportunity
This is an exciting opportunity to join our team as an Enterprise Architect – Marketing. As a key member of our architecture segment, you will play a vital role in shaping the future of our MarTech and Customer & Experience landscape. Your expertise will ensure alignment between business strategy and technological execution, driving seamless customer experiences across all touchpoints.

Your Key Responsibilities:
- Define and drive the Marketing and Customer & Experience technology architecture, ensuring alignment with business strategies and marketing transformation initiatives.
- Identify dependencies across business and technology capabilities, guiding stakeholders through necessary changes in process, information, and technology.
- Provide strategic guidance to stakeholders on investment decisions, evaluating risks, costs vs. benefits, and business impact.
- Shape and evaluate future initiatives, including new operating models and emerging technologies, applying innovations to optimize business and operating models.
- Analyze industry and market trends to identify opportunities and assess their impact on enterprise architecture.
- Develop and maintain architectural frameworks, standards, and best practices, ensuring alignment across teams and fostering architecture thinking within the engineering and delivery community.
- Oversee and facilitate architectural decision-making, ensuring the Marketing and Customer & Experience capabilities are positioned effectively within the enterprise landscape, with clearly defined business capabilities, target states, roadmaps, and guardrails.

You'll Thrive In This Role If:
- You have 15+ years of experience in software engineering, business technology, or related roles, including 10+ years in a Solution or Enterprise Architecture capacity.
- You possess deep technical knowledge in paid and organic marketing channel technologies, attribution modeling, and content optimization.
- You have a strong understanding of Loyalty programs, CRM, CMS, CDPs, social media, journey orchestration, and SEO tools.
- You're familiar with AI/ML applications in marketing and customer experience.
- You have knowledge of Customer Service technologies (e.g., voice, chat, email, social messaging, in-store experiences) and their role in delivering exceptional customer support is a plus.
- You've proven experience from working with business & tech stakeholders with documenting & communicating architecture using one or several formal notations using EA Tools such as LeanIX, showing multiple viewpoints and dimensions – e.g. process, capability, information, application, technology etc.
- You have experience in architecture governance and formulating architecture principles, standards, guardrails etc.
- You have experience in Data, AI & Automation architecture, designing for high-volume products for retail solutions.

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