Designs and guides end-to-end architectures for digital and member service channels, including web, mobile, contact centre, content management and personalisation. Translates business needs into secure, scalable solution options; manages architectural risks and non-functional requirements; partners with engineering, cyber, data, operations and vendors; supports governance and implementation alignment; and contributes to architecture standards, patterns and technology strategy.

Leads strategy, roadmap, performance, and continuous improvement for employer servicing channels and the public website. Drives digital growth, onboarding, conversion, self-service adoption, CRM integration, channel optimisation, and customer experience improvements. Partners with marketing, technology, data, operations, risk, compliance, vendors, and external agencies while governing delivery, benefits, risks, and priorities. Builds digital leadership capability and supports measurable employer and member outcomes in a regulated financial services environment.

Design, develop and support solutions on the ServiceNow platform (ITSM, HRSD, IRM, TPRM, ITOM, CMDB and custom apps). Build workflows, automations and integrations, develop APIs/web services, troubleshoot defects, support testing and releases, maintain documentation, and collaborate with stakeholders in an Agile environment to improve processes and user experience.