Enterprise Architect - Customer

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It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

We are building an expert team to deliver best in class solutions for our customers. Our mission is to “Create delightful experiences that help our customers achieve better health”.

Want to meet the team and learn more about working with our digital and technology teams? Follow this link to learn more: https://digitalcareers.medibank.com.au

The Enterprise Architect (Customer) reports to the Head of Architecture and plays a key role within Medibank’s Performance, Architecture & Innovation (PAI) team. This position focuses primarily on the customer business domain, which includes private health and financial products, while also influencing broader business and technology areas to ensure strategic alignment.

The role is responsible for driving consistency across all customer capabilities, including data and technical platforms, throughout the enterprise. Ultimately, the Enterprise Architect (Customer) is accountable for delivering comprehensive architecture and strategic technology planning that supports Medibank’s organisational goals.

The Responsibilities

Support the design of Medibank’s enterprise-wide IT architecture, ensuring scalability, security, resiliency and reliability and the adoption of suitable technologies that streamline operations and enhance performance.

Support and drive the development of associated architectural roadmaps (including Infrastructure, Security, Data, Application and Cloud) and architectural patterns.

Lead and manage the Data and Technology (D&T) Customer architecture function (including the Enterprise, Domain, Platform and Solution architecture practices), ensuring all areas of enterprise are serviced by strong architectural capabilities.

Partner with relevant EAs to Liaise with key stakeholders (including Board and Group, Hub, and Squad Leads) across Medibank to understand business need and context to then assist in making sound business decisions, by providing advice on data and technology capability and strategic direction.

Lead the Customer architecture practice management including overseeing architecture reference architectures, patterns and the overall architecture maturity.

Assist and oversee metrics, OKRs/KPIs and scorecards for the Architecture Customer team measuring the effectiveness of the team in line with Hub and Squad OKRs and external best practices

Working with the Customer Group to understand strategic objectives to support D&T in annual strategic planning and to ensure an integrated, enterprise-wide IT plan is in place including effective resource management, value-provision, and technology lifecycle management over a multi-year period.

Enable technology and data-driven innovation opportunities by ensuring technical and architectural oversight, guardrails and supporting process mechanisms are in place.

Identify, assess, and track the use-cases and usage of emerging technologies for the organisation, including the emerging technology radar.

Contribute to a holistic and fit-for-purpose governance framework with associated monitoring maintained for Enterprise Architecture governance that oversights key decisions, drives technology and data-enabled innovation, and aligns to key internal (e.g. risk management frameworks), and industry and regulatory requirements (e.g. APRA CPS 220 / 230).

Support the running of enterprise-wide Architectural governance forums and processes.

Support the regular D&T enterprise architecture governance reports to senior management, and other key stakeholders including regulators.

Establish and manage relevant architecture policies, procedures, and standards owned by PAI (e.g. Technology Obsolescence).

Support the design and implementation of a cross-Medibank program of engagement and uplift of technology and data awareness, knowledge, and skills (e.g. external speaker events; AWS and Microsoft certifications).

In conjunction with members of the Architecture Squad and the Ways of Working, communications and administration teams, design and run the operations of the Medibank Architecture practice and Extended solution architecture Mastery operating rhythm (including governance, education and engagement activities including offsites and leadership meetings).

Lead, guide, and support the Architecture Customer team.

Provide strategic direction and enhance team capability through coaching and mentoring.

Drive cultural and behavioural change and implement necessary initiatives.

Ensure the team maintains relevant industry knowledge, skills, and certifications.

Support team career growth and align professional development with Medibank goals.

Set and communicate OKRs, manage performance, and reward achievements.

Strengthen alignment between D&T, Architecture Squad, and other divisions within the Medibank Group, including maintaining strong individual relationships with senior leaders across Medibank and other key external stakeholders.

Manage and resolve potential conflicts quickly and provide direction when collaborating with key stakeholders on issues.

Ensure all Architecture Customer team risks are effectively managed within the defined risk appetite or have approved mitigation plans in place.

Ensure the Architecture Customer Team Risk, Compliance, and Behaviour Gateway obligations are met.

Ensure Architecture Customer Team has a stable or Improving Risk Culture Metrics (Continuous Improvement Ethos; We encourage constructive challenge, it’s safe to speak up).

Ensure Architecture Customer Team controls testing completed in accordance with Risk Management Procedure and action-plans for ineffective controls are in place within required timeframes.

Engage contractors, consultants, and service providers, to support the Architecture Squad as required.

Identify and remove roadblocks to successful implementation of projects.

Evaluate and analyse technologies, innovative concepts, and experiential insights that enhance the customer experience.

Ensure the architecture component of the PAI Hub is strategically designed, effectively organized, and operates with a strong emphasis on customer support and engagement.

Identify, propose, and facilitate the development of functional enhancements aimed at improving customer satisfaction, advocacy, and retention.

Oversee the architectural translation of D&T strategies into market-ready solutions, ensuring their timely delivery.

About You

Ideally 10+ years’ experience delivering business-outcome focused solution and/or architecture within a complex corporate environment.

Demonstrated experience leading architecture teams (e.g. senior, lead, and solution architects), with a focus on coaching, mentoring, and capability uplift.

Strong industry experience in leading architecture in modern delivery practices including supporting 15+ Agile delivery teams including active involvement in all Agile ceremonies.

Strong strategic thinking skills with the ability to interpret business strategy and priorities, and translate them into pragmatic architectural advice, roadmaps, and target states.

Business knowledge across all the Customer domain capabilities, including customer experience and engagement, customer data management, insurance policy and claims management processes etc.

Proven ability to deliver target state architectures and roadmaps that incrementally enable strategic technology capabilities and business outcomes.

Deep understanding of enterprise architecture practices, standards, principles, and methodologies (e.g. TOGAF, SAFe), and how to apply them pragmatically to deliver value.

Experience in business and technology modelling, including capability models, reference architectures, and process design.

Strong knowledge and experience in delivering architecture and technology, including:

Cloud-native services and platforms in both AWS and Azure

Digital customer experience platforms, including web and mobile channels

Enterprise-wide Cloud hosted Customer Data Platforms

Software as Service (SaaS) technologies especially Contact Centre related services

Integration approaches (e.g. SOA, APIs, microservices, open data)

Customer information management across operational and analytical data

Customer Relationship Management and Enterprise Resource planning platforms (e.g. Salesforce, SAP, Dynamics)

Demonstrated ability to stay informed on industry and technology trends and assess their relevance to business needs.

Strong stakeholder engagement skills, with a proven ability to build effective relationships with senior business and technology leaders.

Skilled in facilitating workshops and architectural discussions with cross-functional stakeholders.

Any experience in the Customer, health and wellbeing industry would be great, particularly with:

Cloud-native services within Google Compute Platform

Security, including identity and access management, data protection, and secure integration patterns

Data, including data modelling, governance, analytics platforms, and modern data pipelines

Understanding of financial modelling, cost-benefit analysis, budgeting, and risk management in technology co...