Technical Systems Lead

Technical Strategy Lead – Frasers Group Financial Services

The Technical Strategy Lead is responsible for defining and evolving the technical approach that underpins service delivery enablement across FGFS. This role translates strategic and operational requirements and customer experience ambitions into scalable, coherent technical solutions, ensuring that system capability and process design evolve together to deliver effective outcomes.

Working closely with Operational Design, Strategy Business Owners, Technology, and external platform partners, the role ensures technical solutions are feasible, aligned with delivery constraints, and optimised for long‑term scalability. The role also plays a key part in shaping automation and AI capabilities, identifying opportunities to reduce manual intervention and enhance customer journeys across servicing platforms.

Responsibilities

• Leading the design and development of scalable technical solutions that enable strategies, operational processes and customer journeys
• Defining technical patterns, integration approaches, and automation strategies to support service delivery
• Translating operational requirements into clear technical designs, considering cost, complexity, scalability and risk
• Partnering with Operational Design to ensure process and system designs are co‑developed and aligned
• Challenging solutions that introduce unnecessary technical or operational complexity
• Owning the AI and automation roadmap, identifying opportunities to reduce manual intervention and improve efficiency
• Engaging with platform suppliers and partners to understand emerging capabilities and assess their applicability
• Translating technical designs into clear delivery scope, including requirements, acceptance criteria and test approaches
• Supporting delivery planning, sequencing and prioritisation alongside Systems Delivery and Strategy teams
• Contributing to prototyping or early configuration where required to validate feasibility and accelerate learning
• Ensuring clear governance between design, build and release, maintaining appropriate controls and separation of responsibilities

Qualifications

• Strong experience in technical solution design within a service delivery environment; proven track record designing and delivering change to credit and/or contact centre systems
• Proven ability to translate business and operational strategy requirements into scalable technical designs
• Experience working across process and system design, ensuring alignment between operational needs and technical capability
• Strong understanding of automation, workflow orchestration, integration patterns and AI‑driven solutions
• Experience engaging with third‑party technology providers and platform suppliers
• Ability to define clear requirements, acceptance criteria and test approaches for delivery teams
• Strong analytical and problem‑solving skills, with the ability to assess trade‑offs across cost, complexity and risk
• Proven stakeholder management across Operational Design, Technology, Product and Delivery teams
• Clear and confident communicator, able to articulate complex technical concepts in a concise and accessible way
• Hands‑on mindset with the ability to contribute to prototyping or early‑stage solution validation where required
• Proactive and outcomes‑focused, with a continuous improvement mindset and strong sense of ownership

Benefits

Frasers Group offers a comprehensive benefits package and a range of perks for colleagues, including:

• Frasers Champion – peer‑nominated recognition with double pay for a month for outstanding performance
• Retail Reconnect – opportunities to experience frontline operations and contribute insights back to the office
• Fearless 1200 – performance‑linked reward scheme based on values and impact
• Frasers Fit – free gym classes, discounted memberships and wellbeing app with training, nutrition and lifestyle advice
• Retail Trust – free access to wellbeing helpline, counselling and financial/legal support

Background checks (criminal record, credit check and employment references) are required for all offers within the regulated environment of FGFS.

Frasers Group is an equal opportunity employer and is committed to a diverse and inclusive workplace.

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