Steve Till

Background

About Steve Till

II am a driven TOGAF and BCS qualified Senior Enterprise Architect with a passion for cohesive, omni-channel Customer Service. I have extensive experience of EA, Solution Architecture, Business and Process Analysis across Telecoms, Government and Financial Services. How, where and when we interact with our customers is changing. Customers expect to interact with us on their terms, where and when it is convenient for them. This is evidenced by the proliferation of new Digital channels and expectations of a coherent, secure omni-channel experience. I thrive on determining the architecture to ensure all channels work as part of a greater business strategy and uses the same consistent underlying set of data and services to underpin those aspirations. Typically, I focus on balancing self-serve and assisted elements of Customer Service whilst attempting to maximise operational efficiency / customer satisfaction and mitigate potential risk. It is as a ‘change enabler’, a conduit between the business and IT where I feel at my most productive. I build partnerships at all levels across business and technology to meet these Customer Service challenges documented in a business aligned end state with defined transition steps. At heart I am a pragmatist, understanding that the realities of commercial / stakeholder pressures often conflict with the desire of technology organisations to deliver a more controlled solution. I believe the best end state balances the opportunities of innovation and new technology with the benefits of re-use / simplification of existing capability (if strategic). To that end, an EA must understand the current capability and the art of the possible as well as understand all the different stakeholder viewpoints to ensure all perspectives have been taken into account. Throughout my career, I have found the best chance of success always involves understanding my customer’s objectives, setting and managing expectations, regular clear communication and fostering a common goal.