Head of Customer & Corporate Architecture

Operating at SFIA Level 7 (Set Strategy, Inspire, and Mobilise), this role ensures the technology strategies support superior passenger experience, commercial innovation, and effective enterprise operations. This role provides architectural leadership across digital platforms that engage passengers, retail partners, staff, and stakeholders, including customer apps, loyalty platforms, CRM, HR, finance, procurement, and corporate systems. The postholder ensures these systems are integrated, secure, scalable, and aligned to both operational and business strategies.

The Head of Customer and Corporate Architecture leads the development of architecture principles and frameworks that underpin the delivery of seamless digital journeys, omni-channel experiences, and modern corporate capabilities. The role balances customer-centric design with robust enterprise integration, data privacy, and regulatory compliance. This role works closely with senior leaders across Digital, Commercial, HR, Finance, and Operations to shape transformation programmes, digital service enhancements, and continuous improvement initiatives. The postholder also leads a team of architects and actively participates in enterprise architecture governance.

• Defining and lead the architecture strategy for customer-facing and corporate systems, aligned with airport-wide objectives and following Enterprise architecture principles and guidelines.
• Developing enterprise-wide standards for digital customer platforms, CRM, loyalty, e-commerce, corporate and self-service systems.
• Establishing and govern the architectural frameworks for corporate IT systems such as ERP, HRMS, finance, and procurement platforms.
• Ensuring interoperability, scalability, and performance across digital customer and corporate solutions.
• Collaborating with commercial and digital teams to design and deliver innovative passenger and stakeholder experiences.
• Supporting integration of customer and corporate systems with operational platforms and partner technologies.
• Ensuring compliance with cybersecurity, privacy, and industry regulatory standards across the architecture landscape.
• Contributing to digital and business transformation programmes, providing architectural direction and assurance.
• Leading, mentoring, and managing a team of architects working across customer and corporate technology domains.

• Proven experience in enterprise or solution architecture leadership across customer-facing and/or corporate systems.
• Strong understanding of CRM, ERP, HR, finance, digital experience, and self-service technologies.
• Experience delivering architecture for passenger or customer-centric environments, ideally in aviation or transport sectors.
• Demonstrated ability to lead digital and business transformation initiatives with significant enterprise impact.
• Familiarity with architecture frameworks such as TOGAF and relevant certifications (e.g., TOGAF, BCS, ITIL).
• Ideally, you’ll have experience of Salesforce Service, Commerce & Marketing Clouds.
• Experience of Oracle Fusion products.
• SFIA: Technology Strategy and Planning (ITSP) - Level 6.
• SFIA: Governance (GOVN) - Level 6-7.

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities. Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore. It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. Join us on that journey and we’ll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.

Together, we’re working to welcome millions more passengers, while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. At Heathrow, you can be part of this - providing solutions that make every journey better for millions each year. That means ensuring we meet the changing needs of the passengers, colleagues and partners who use our airport to work, travel, trade, shop, eat, explore and connect. Our Solutions team covers project management, process improvement, business change, technology, cyber defence, masterplanning, infrastructure and procurement. It brings together people with the skills to deliver prestigious and often large-scale projects, from transforming terminals to making big reductions in our carbon emissions. Every day will test your skills and give you the opportunity to make your mark. You might be working with the technology and data that power our city within a city, driving vital commercial agreements with everyone from retailers to airlines, or improving the unique infrastructure that includes everything from 200 buildings to 250 HV substations. It’s a collaborative environment, where you can rely on the support of the experts around you as you take on projects you’ll both take pride in and feel passionate about.