Senior Platform Lead (Customer Experience)

A senior, hands-on platform leadership role responsible for the technical ownership, service delivery, support, and continuous improvement of customer experience platforms. You will work closely with Product, Engineering, Operations and senior business stakeholders to deliver scalable, secure, and high-performing solutions that drive customer engagement and operational excellence., * Own and manage a portfolio of customer experience platforms, including SAP CX, Emarsys, Calabrio, MindTouch and key integration services.

• Partner with Product Owners and Agile delivery teams to prioritise requirements, defects, enhancements, and technical debt.
• Act as the technical lead and escalation point for platform issues, incidents, and service performance.
• Drive platform roadmaps, service reviews, operational improvements and customer experience initiatives.
• Ensure platform stability, security, performance, and SLA achievement.
• Challenge solution designs, identify risks early and support successful project delivery.
• Manage vendor relationships and participate in platform strategy and roadmap discussions.
• Mentor operational teams and promote best practices across the platform landscape.

Key Stakeholders

• CTO and Senior Technology Leaders
• Product, Architecture and Engineering Teams
• SAP Customer Success & Strategy Teams
• Third-party Vendors and Partners

• Proven experience as a Platform Lead, Technical Product Manager or Service Manager.
• Strong service management and operational delivery background.
• Experience with CX solutions, ideally including one of the following - SAP CX, Emarsys, Customer Data Cloud (CDC), Customer Data Platform (CDP), or Sales & Service Cloud.
• Experience managing SaaS platforms, integrations, incident management, and service governance.
• Strong Agile delivery experience, including backlog management, sprint planning, and prioritisation.
• Excellent stakeholder management, communication, and influencing skills.