Enterprise Solution Architect

The XBL Enterprise Solution Architect is responsible for co-defining and governing the technology architecture strategy for healthcare solutions that enhance patient, provider, and customer experiences. This role ensures that enterprise digital solution, customer service solution, and healthcare workflows are scalable, secure, interoperable, and aligned with business objectives from a SHS customer service function and X-ray products business. The enterprise solution architect works closely with Global CES leadership, Global XP leadership, other stakeholders, customer service teams, product management, and engineering organizations to deliver exceptional outcomes while maintaining regulatory compliance.

Key Responsibilities

Architecture Strategy Leadership across CES and XP

• Define and drive the enterprise architecture vision, roadmap, and technology standards for healthcare solutions.
• Align architecture decisions with business goals, customer service objectives, and digital transformation initiatives.
• Lead architecture governance, technology evaluation, and solution design reviews.
• Establish architectural best practices, reference architectures, and reusable frameworks.

Customer Experience Service Excellence

• Design customer-centric healthcare platforms that improve patient experience, caregivers experience, service engineers experience, and support operations.
• Architect solutions that enable omnichannel customer support including AI-assisted channels.
• Improve customer service effectiveness through automation, self-service capabilities, CRM integration, and intelligent workflows.
• Drive initiatives to enhance customer satisfaction, reduce resolution times, and improve service quality metrics.
• Ensure seamless customer journeys across healthcare ecosystems, including providers, payers, pharmacies, and care coordinators.

Technology, Innovation, execution and delivery

• Lead adoption of cloud technologies, AI/ML, analytics, and automation to improve the quality and speed of delivery and outcomes.
• Evaluate emerging technologies and recommend innovations that improve customer experience and operational efficiency.
• Develop scalable and resilient architectures supporting enterprise growth.
• Along with the CES and XP team leadership, Drive predictable execution and support in quality delivery
• Validates customer, market or contract requirements, clarifies understanding and feasibility and translates them into system requirements.
• Cooperates with customers in assessing and optimizing system specifications.
• Is guided by maturity, vision, depth of domain and technical experience and the ability to identify, analyse, and decide on relevant issues in time and with courage, even in the absence of complete information.

Security, Compliance Risk Management

• Ensure compliance with healthcare regulations and data privacy requirements.
• Define security architecture for healthcare data protection and customer information management.
• Lead risk assessments and ensure architectural controls meet regulatory and cybersecurity requirements.

Stakeholder Management

• Partner with business stakeholders, customer service leaders, product owners, and subject matter experts to drive buy-in and hence the outcomes.
• Communicate architectural strategies and roadmap to senior leadership.
• Collaborate with vendors, strategic partners to drive results.

Team Leadership Mentoring

• Build and mentor the architects, SKEs and leaders within the organization.
• Foster a culture of innovation, collaboration, and customer-centric thinking.
• Guide architects and engineering teams through complex transformation programs.
• Champion architecture excellence across the organization