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 to 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. 

You’ll be responsible for:  

• 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 

• 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 

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references. 

Along with your benefits package we also offer a wide range of perks for our colleagues: 

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values. 

Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work. 

Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew 

Employee Welfare 

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free. 

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support. 

What’s next? 

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.