Senior Enterprise Architect – Customer Engagement - ref. a17516903
A leading financial institution in Kuala Lumpur is seeking a Senior Enterprise Architect to play a pivotal role in shaping the future of customer engagement across all business lines and channels. This position offers you the chance to influence strategic decisions at the highest level, working directly with senior executives and steering enterprise-wide transformation through modern, modular architecture frameworks.
What you'll do:
As a Senior Enterprise Architect – Customer Engagement based in Kuala Lumpur, you will be at the forefront of defining how customer-facing channels evolve within a major financial institution. Your day-to-day responsibilities will involve collaborating closely with senior leadership teams to set architectural direction for digital platforms, onboarding solutions, CRM systems, customer data environments, and contact centre ecosystems.You will convert high-level business strategies into robust architectural designs that are not only innovative but also secure, scalable, and compliant with regulatory standards. By facilitating cross-functional stakeholder engagement, you will ensure that every initiative aligns with the organisation’s vision for superior customer experience.
Your success in this role will be measured by your ability to deliver against ambitious architecture roadmaps while driving down legacy complexity and technical debt.
- Define and maintain both current and target state architectures for customer engagement platforms, ensuring alignment with enterprise standards and strategic objectives.
- Identify and drive strategic initiatives that enhance customer experience and overall business performance across multiple channels.
- Lead the development of comprehensive architecture roadmaps and capability models that support long-term organisational goals.
- Facilitate high-level discussions with senior stakeholders from both business and technology functions to ensure architectural solutions meet evolving needs.
- Translate complex customer engagement strategies into actionable architectural designs that are scalable, secure, and compliant.
- Oversee governance processes to ensure all architectural work adheres to control frameworks and regulatory requirements relevant to the financial services industry.
- Monitor market trends in cloud computing, artificial intelligence, data-driven engagement, and next-generation platforms to provide strategic foresight for future-proofing capabilities.
- Champion innovation by integrating emerging technologies into the architecture roadmap while reducing legacy platform complexity and technical debt.
- Ensure successful delivery against target state architecture roadmaps with measurable outcomes such as reduced risk exceptions and improved operational efficiency.
What you bring:
To excel as a Senior Enterprise Architect – Customer Engagement in this organisation, you will bring extensive experience gained over more than fifteen years in enterprise or solution architecture roles focused on customer-facing technologies.Your background should include significant achievements in leading digital transformation projects within the financial services industry. Advanced academic qualifications combined with recognised certifications in architecture frameworks will set you apart.
Your interpersonal skills must be exceptional—enabling you to build trust-based relationships with senior executives while translating complex business needs into actionable architectural strategies. A deep understanding of regulatory compliance issues is essential for success in this role.
You should also possess a keen awareness of market trends in cloud computing, AI-driven engagement tools, and next-generation platforms so you can provide valuable foresight for future-proofing organisational capabilities.
- Over 15 years of experience in enterprise or solution architecture roles with a strong focus on customer engagement or omnichannel architecture within large organisations.
- Demonstrated track record of leading large-scale digital architecture initiatives specifically within the financial services sector.
- Bachelor’s degree in Business Administration, Information Technology or related discipline; advanced certifications such as TOGAF, BIAN or Archimate are highly preferred.
- Exceptional executive presence coupled with proven stakeholder management skills at senior levels including CxO engagement.
- Ability to translate complex business requirements into strategic architectural solutions that are practical and forward-thinking.
- Deep understanding of customer engagement platforms including digital channels, CRM systems, onboarding solutions, data platforms, and contact centre technologies.
- Comprehensive knowledge of regulatory considerations affecting enterprise architecture in financial services environments.
- Excellent communication skills enabling you to influence senior leadership decisions effectively across multiple functions.
- Proven ability to champion innovation by integrating emerging technologies such as cloud computing and artificial intelligence into enterprise architectures.
What sets this company apart:
This organisation stands out as one of Malaysia’s most respected financial institutions due to its unwavering commitment to technological advancement and enterprise transformation. Employees benefit from an inclusive culture that values collaboration across all levels of the business.The company invests heavily in continuous professional development—offering access to training programmes designed to expand your skillset while supporting your career progression into leadership roles. You’ll work alongside knowledgeable colleagues who share a passion for delivering outstanding customer experiences through innovative technology solutions.
The workplace is structured around flexible working opportunities that promote work-life balance while encouraging personal growth. As part of a team driving large-scale change across the Group’s operations, you’ll have direct impact on how millions of customers interact with their financial services provider every day.
What's next:
If you are ready to make a lasting impact on the future of customer engagement within a leading financial institution undergoing transformative change, this is your opportunity to shine.
Apply today by clicking on the link below to submit your application and take the next step towards joining an organisation committed to your professional growth.
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn BhdBusiness Registration Number : 729828-T
Licence Number : JTKSM 423C