Lead Process Architect (Customer Care)


Project Management
Malmesbury - United Kingdom


  • The Dyson Lead Process Architect for Customer Care is a pivotal role for the success of our Customer Care transformation journey; you will play a significant part in sketching the roadmap.
  • You are capable of leading and taking the organisation on the journey of change, with first class communication and people skills.
  • You’re commercially astute and used to working collaboratively across a number of different business functions e.g. Group IT, Group Commercial, Group Owner Experience, Supply Chain and Markets (countries).
  • You can take complex issues and articulate these, simply and effectively, to senior level stakeholders.
  • You have experience in working across multiple markets and are sensitive to the local challenges, cultural differences and can engage and motivate the team to adapt to change.
  • You are a team leader; guiding process analysts in support of the architecture expression.


  • Defining the required, global operational blueprint for the Customer Care function reflecting this in planned changes to the current processes. Able to align proposed architecture (options and stages) to strategic objectives and outcomes; road-mapping.
  • Assurance; Ensuring process changes do not adversely impact current processes.
  • Driving out key IT and organisational requirements, as these relate to implementation and execution of the proposed process blueprint.
  • Ensure that business architecture changes are aligned to group and regional models; working with regional change teams and business SMEs to understand needs and drive out relevant solutions.
  • The Process Architect works with Process Analysts to provide the business framework and approvals for process changes. Is the keeper of the end to end process design.
  • The Process Architect also specifies the Organisation design and role changes.
  • Working with process analysts and business change analysts to deliver business process mapping – ‘as is’ to ‘to be’ design.
  • Facilitates high level change impact assessment against the process blueprint.
  • Working with Business and IT, defines process performance measurement framework and KPIs and controls to meet management, governance and compliance needs


Key skills required:
  • Process and Business Architecture, aligned to an industry standard models or enterprise architecture models (E.g. UML, eEPC, TOGAF, etc.)
  • Creative problem solving
  • Excellent communication skills and customer facing skills, ability to communicate complex ideas simply at all levels of the organisation
  • Process and Architecture focus, but can be detail-orientated without losing bigger picture
  • Self-motivated/starter, dynamic and results-driven
  • Inquisitive, proactive and innovative
  • Open, honest and responsible
  • Team player and collaborative in approach
  • Comfortable dealing with external suppliers in complex high pressured commercial arrangements
  • Quick learner, hands on, willing to be flexible in tasks and activities taken on.
  • Sensitive to cultural differences across Dyson Worldwide
  • Resilience; able to work in fast moving, entrepreneurial retail environment
Key experience required:
  • Demonstrable architecture experience within Customer Service space incl. o Contact Centre, CRM and CTI
    • Global; group and regional models
    • Supply Chain and service / spares forecasting
  • Success in an architecture lead role in a group / global context; visible capability and / or efficiency and control improvement
  • You have experience in building an exceptional owner experience into process architectures
  • Able to define and execute a suitable Process architecture framework to meet the need
  • Experience setting up and running the Process Architecture governance for the specific business domain; aligned with Group Enterprise Architecture and IT
  • A proven record in delivery in fast moving, entrepreneurial environments
  • Demonstrable engagement experience; highly effective interpersonal and communication skills (both verbal, visual and written) in a globally distributed team environment
  • Experienced at engaging and managing stakeholders skills at all levels; exec to front line employees
  • Commercially astute
  • Additional languages (Asian or European) advantageous
  • Working knowledge and experience in non GB markets


  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Life assurance
  • Sport centre
  • Free on-site parking
  • Subsidised café and restaurants
  • Discounts on Dyson machines

Posted: 19 June 2019