Digital Engineering Lead - Customer and AI Channels in London

Job Title

Digital Engineering Lead – Customer and AI Channels

Reports To

Technology Director

Location

London, Hybrid

Department

• Digital & Technology – Lyvera
• Role Purpose

This role sits at the centre of Lyvera’s next stage of growth.

We are building a more customer-focused digital business, where technology helps customers discover, book, manage and enjoy premium event experiences more easily across every brand and channel.

You will help shape how Lyvera turns customer needs, commercial ideas and emerging technology into digital products that people want to use: practical, scalable, commercially useful and built for the future.

This is a hands-on technical leadership role for someone who wants to build, not just manage.

You’ll work across Lyvera’s websites, ecommerce journeys, customer portals, integrations and AI-enabled digital experiences, setting the engineering standard while staying close to the code and the needs of the customer.

You’ll challenge suppliers, review technical decisions, unblock delivery teams and build directly where it matters.

The goal is simple: turn good ideas into working software that improves the customer experience and helps the business grow.

You’ll also help move Lyvera from traditional web delivery to reusable, composable digital capabilities that can scale across brands, markets and future channels.

This is a practical engineering leadership role, not a pure management, governance or architecture role.

It exists to improve delivery quality and build digital and AI engineering capability inside our teams.

Key Responsibilities

Hands-on Engineering & Delivery

This is where the role proves its value: building software, improving quality and helping teams deliver better outcomes faster.

• Build, review and improve production code across front end, back end, APIs, integrations and cloud services.
• Lead by doing: prototype ideas, solve difficult engineering problems and unblock delivery teams.
• Turn product requirements and architecture patterns into working software.
• Set clear engineering standards for React, Next. js, APIs, testing, security, CI/CD, monitoring and cloud deployment.
• Challenge weak designs, fragile integrations and over-complex supplier solutions before they become production problems.
• AI and Automation

AI and automation matter when they improve the customer experience, reduce manual effort or help the business grow.

This role keeps innovation practical, safe and useful, moving ideas from experiment to production only when they solve a real problem.

• Design and deliver AI-enabled experiences that improve customer service, conversion, efficiency or decision-making at the moments that matter.
• Build prototypes and production-ready solutions using approved AI services, APIs, data sources and full-stack engineering patterns.
• Use the simplest AI or automation approach that solves the problem reliably, safely and at a sensible cost.
• Define the data, permissions, testing, monitoring, fallback paths and human review needed for safe production use.
• Keep AI delivery aligned to GDPR, security standards and Lyvera’s data ownership model.
• Outsourced Delivery Management

Lyvera works with external delivery partners, but this role makes sure technical ownership stays inside the business.

• Provide technical challenge and oversight across digital, web, ecommerce and AI delivery partners.
• Review designs, code, estimates, release readiness and production handover.
• Stay close to the implementation detail, not just supplier reporting.
• Hold partners to clear standards for quality, security, performance, accessibility, testing and supportability.
• Reduce long-term supplier dependency by documenting patterns, building reusable components and growing internal capability.
• Digital Platform Engineering

This role helps shape the digital platform needed for growth: reusable, scalable and consistent.

• Improve delivery quality across customer-facing digital channels and shared platform capabilities.
• Support the evolution of Sitecore, Umbraco or similar content and digital experience platforms.
• Design reusable capabilities across brands, markets and propositions.
• Make sure platforms support acquisition, conversion, enquiry management, customer service, content publishing and future AI-enabled interactions.
• Identify technical debt, duplication and platform constraints, then help prioritise what needs fixing.
• Integration, APIs & Data

Better digital experiences depend on clean, reliable connections between systems. This role helps make those connections secure, reusable and properly owned.

• Build and oversee integrations between digital channels and CRM, ticketing, booking, payment, finance, marketing and analytics systems.
• Use API-first and event-driven patterns where they make sense.
• Define clear ownership, contracts, security controls and monitoring for integrations.
• Protect single sources of truth for customers, products, preferences, bookings, orders, enquiries and consent.
• Make sure AI and automation use governed data sources and approved APIs.
• Security, Privacy & Operability

The role is not just about building fast. It is about building services customers trust and the business can rely on.

• Build security, privacy, accessibility, resilience and recovery into delivery from the start.
• Support PCI DSS, security testing, vulnerability resolution and assurance activity for digital channels.
• Make sure production services have logging, monitoring, alerting, backup and recovery expectations agreed before release.
• Apply least-privilege access, clear data boundaries and human oversight for AI, automation and customer-facing workflows.
• Explain technical risks and trade-offs in plain business language.
• Required Skills and Experience

We are looking for someone who combines hands-on engineering depth, customer focus and practical delivery leadership.

• Full-stack engineering: Strong hands-on experience in a Senior Engineer, Technical Lead or Engineering Lead role, with current coding experience in Type Script, Java Script, React, Next. js or similar modern web technologies.
• APIs, cloud and integration: Experience building APIs, integrations and cloud-native services, ideally using Azure, Microsoft technologies and modern API-first patterns.
• AI, automation and prototyping: Practical experience delivering AI, automation or data-enabled digital solutions, with the ability to build proof-of-concepts and turn successful prototypes into secure, supportable production services.
• Digital platforms and ecommerce: Experience with headless, composable or API-first digital platforms such as Sitecore, Umbraco or similar CMS/DXP technologies, with a strong understanding of ecommerce, customer accounts, personalisation, experimentation and digital conversion.
• Engineering quality and operations: Experience implementing CI/CD, automated testing, monitoring, secure coding and production support practices.
• Supplier and delivery leadership: Experience managing outsourced engineering delivery while staying technically hands-on, reviewing code, challenging designs, coaching engineers and holding vendors to strong engineering standards.
• Communication and judgement: Clear communication style, with the ability to explain technical choices, risks and trade-offs in plain business language.

Desirable Experience

• Experience with AI workflow automation, retrieval-augmented generation, prompt orchestration, tool calling, agent evaluation or practical agentic AI patterns.
• Experience integrating CRM, ticketing, travel, finance, SAP, marketing or analytics platforms.
• Experience in hospitality, travel, ecommerce, events or customer-facing digital businesses.
• Familiarity with capability-based architecture, composable commerce and reusable platform models.
• Experience improving platform performance, accessibility, SEO, experimentation, conversion rate optimisation and personalisation.