Digital Engineering Lead - Customer and AI Channels

Job Title: Digital Engineering Lead – Customer and AI Channels Reports To: Technology Director Location: London, Hybrid Department: Digital & Technology – Lyvera Role Purpose We’re looking for a hands-on Digital Engineering Lead to own and evolve the technology behind Lyvera’s customer-facing digital experiences. You’ll combine strong engineering judgement with business partnering, acting as the senior technology partner to Marketing while leading the development of CMS/DXP platforms, websites, ecommerce journeys and AI-enabled customer experiences. A big part of the role is helping Marketing turn customer, content and commercial ideas into scalable technology. That means shaping practical solutions for acquisition, conversion, customer journeys, personalisation, experimentation and content delivery. 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. This role suits someone who still enjoys being close to the code, but also wants to shape how Marketing, Digital and Customer teams use technology to grow the business. Strong developers are welcome, but they need to show business focus, stakeholder confidence and genuine CMS/DXP experience. Key Responsibilities Hands-on Engineering & Delivery This role proves its value by building software, improving quality and helping teams deliver better customer outcomes faster. · Build, review and improve production software across front end, back end, APIs, integrations and cloud services. · Lead by doing: prototype ideas, solve difficult engineering problems and unblock delivery teams. · Set clear 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. Technology Partner to Marketing & Digital · Act as the senior technology partner for Marketing, Digital and Customer teams. · Translate marketing strategy, customer experience objectives and commercial priorities into clear technology choices and delivery plans. · Challenge ideas constructively where they add complexity without clear customer or commercial value. AI and Automation AI and automation matter when they improve customer experience, reduce manual work or help the business grow. This role keeps innovation practical, safe and useful. · Design and deliver AI-enabled experiences that improve customer service, conversion, efficiency or decision-making. · Build prototypes and production-ready solutions using approved AI services, APIs, data sources and full-stack engineering patterns. · Define the data, permissions, testing, monitoring, fallback paths and human review needed for safe production use. Outsourced Delivery Management Lyvera works with external delivery partners, but technical ownership must stay 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. · Hold partners to clear standards for quality, security, performance, accessibility, testing and supportability. CMS, DXP and Digital Experience Platforms This role helps shape the digital platform needed for growth: reusable, scalable and consistent. · Lead the technical evolution of Sitecore, Umbraco or similar CMS/DXP platforms. · Own the engineering approach for customer-facing websites, content delivery, personalisation, experimentation and digital experience architecture. · Design reusable platform capabilities across brands, markets and propositions. · 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. 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. · Make sure production services have logging, monitoring, alerting, backup and recovery expectations agreed before release. · 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. Strong hands-on engineering experience in a Senior Engineer, Technical Lead or Engineering Lead role.Current coding experience in TypeScript, JavaScript, React, Next.js or similar modern web technologies.· Strong experience delivering and evolving CMS/DXP platforms such as Sitecore, Umbraco or similar is essential. · Experience working directly with Marketing, Digital, Ecommerce or Customer teams to translate business goals into practical technology delivery. Strong understanding of ecommerce, customer journeys, conversion, acquisition and digital self-service.Experience building or overseeing APIs, integrations and cloud-native services.Experience managing outsourced engineering delivery while staying technically close to the work. Desirable Experience · AI workflow automation, RAG, prompt orchestration, tool calling or agentic AI patterns. · Composable commerce or headless platform architectures. · CRM, ticketing, travel, finance, SAP, marketing automation or analytics integrations. · Hospitality, travel, ecommerce, events or customer-facing digital businesses. · Platform performance, accessibility, SEO, experimentation, conversion rate optimisation and personalisation.