Director, Business Architecture

Director, Business Architecture

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Step into a role where you will shape the future of our global customer experience. As our Omni Channel CX Business Architect, you will architect the next generation of integrated engagement across our commercial, medical education and service teams, ensuring our customers feel supported at every step of their journey. If you thrive on solving complex challenges and bringing clarity to transformation, this is your opportunity to make a lasting impact.

What you will be doing

You will be the driving force behind a seamless, enterprise wide customer experience. Your work begins with understanding our strategy and translating it into an omnichannel roadmap that brings our customer journeys to life. You will orchestrate cross functional teams, ensuring everyone moves in the same direction with a shared vision.

As you build our end to end process architecture, you will uncover what slows our teams down and redesign how work flows across systems and touchpoints. You will partner with Solution Architects and Product Owners to shape how data moves, how platforms connect and how we deliver measurable value. Every day, you will bring structure to complexity, guiding colleagues through new ways of working and embedding the governance that helps our organisation scale.

What does success look like?

Success means our customer journeys feel connected, intuitive and consistent. You will see teams collaborating more effectively because the blueprint is clear and the roadmap aligns technology, process and people. Work packages will land smoothly, supported by robust governance and informed by the data flows you help define.

Over time, you will see friction reduce and engagement increase. You will see stronger conversion, improved operational efficiency and evidence of ROI because measurement was built in from the start. Most importantly, you will see a culture that embraces omnichannel thinking, where clarity replaces ambiguity and our teams feel confident navigating change.

What you need to be successful:

• Experience guiding large scale digital transformation and omnichannel strategy within complex global organisations
• Expertise in process architecture, customer journey design and enterprise platforms ideally including Salesforce
• Strong ability to translate between business and technical teams, influencing senior stakeholders and driving alignment
• Deep understanding of customer centric design, data flows and modern marketing and sales ecosystems

You. Unlimited.
165 years of groundbreaking innovation requires a steadfast focus on what’s next. We’re passionate about you. You’re what’s next...

Inclusion & Belonging: Committed to Welcoming, Celebrating and Growing on Diversity. Learn more about our Employee Inclusion Groups on our website.

Your Future: Generous annual bonus and pension schemes, plus Save As You Earn share options.

Work/Life Balance: Flexible vacation and time off, paid holidays and paid volunteering hours so we can give back to our communities.

Your Wellbeing: Private health and dental plans, healthcare cash plans, income protection, life assurance and much more.

Flexibility: Hybrid working model for most professional roles.

Training: Hands on, team customised development and mentorship.

Extra Perks: Discounts on gyms and fitness clubs, salary sacrifice bicycle and car schemes and many other employee benefits.