Job Overview

GVR is hiring a CX Systems Business Architect to join our dynamic, forward‑thinking Customer Experience (CX) Systems group. We want a pioneering, collaborative, and customer‑driven leader who will define the vision, operating model and multi‑year roadmap for the BA and Business Process Architecture practice; own the business architecture for customer service and sales operations; serve as the go‑to SME and escalation point for complex functional and system decisions; and, drive requirements elicitation, process mapping, practice leadership, governance, tooling, cross‑functional alignment, and end‑to‑end to elevate customer experience and sales effectiveness. Partnering with IT Solutions and PMO, you will establish governance, standards and KPIs, drive agile solution delivery (including UAT, change management and data migration), and champion continuous improvement to deliver scalable CX platforms and measurable business outcomes.

Responsibilities

·        Provide functional leadership for the Systems & Business Analysis function across Convenience Retail IT, owning standards, resourcing, capability development, and delivery quality.

·        Define and communicate the vision, operating model, and multi‑year roadmap for the Business Analysis practice to ensure alignment with enterprise goals and retail strategies.

·        Serve as the go‑to subject matter expert for complex functional and systems questions—acting as the escalation point for high‑impact issues and decisions.

·        Own the business architecture for customer service and sales operations across the convenience retail footprint, including capability maps, domain models, reference data, and integration patterns.

·        Set the organizational strategy for the function, prioritizing work across the portfolio, and aligning BA activities with product, technology, and commercial roadmaps.

·        Lead senior‑level stakeholder engagement—present strategy, tradeoffs, and recommendations to executive leadership and secure sponsorship and funding for strategic initiatives.

·        Establish and enforce architectural and solution governance (standards, review boards, quality gates) to ensure consistent, scalable, and maintainable solutions.

·        Build and measure practice performance through KPIs (e.g., time‑to‑specification, rework rate, reuse rate); sponsor continuous improvement initiatives to raise capability and efficiency.

·         Coordinate cross‑program architecture and complex gap analyses with solution owners, PMO, and business sponsors to deliver aligned, end‑to‑end roadmaps.

·        Partner with business stakeholders to understand and deliver CX and related solutions based on business requirements

·        Partner with the PMO and other technology stakeholders to perform demand assessments against the customer experience portfolio to ensure delivery feasibility

·        Lead agile solution delivery efforts with change management, governance, and assurance

·        Partner with service delivery teams in Vontier and Gilbarco Veeder Root to drive best practices in a culture of continuous improvement 

·        Work with vendors, partners, and internal teams to provide platform support for customer experience platforms

·        Elicit, document, and validate business requirements from stakeholders across customer service, sales, and supporting functions.

·        Analyze current-state processes, map future-state processes, and identify opportunities for optimization and automation.

·        Lead and grow a Business Process architecture practice — define vision, priorities, service offerings, and the operating model.

·        Develop, maintain, and enforce standardized methodologies, templates, checklists, and quality gates for process mapping, requirements elicitation, and gap analysis.

·        Provide governance and quality assurance for deliverables (requirements artifacts, process maps, fit/gap reports), including formal reviews and sign-offs.

·        Coach, mentor, and build capability in business analysts and process engineers through skills clinics, training, and career development planning.

·        Perform fit/gap analysis between business requirements and system capabilities and propose practical solutions and workarounds.

·        Act as senior point of contact for complex cross-program alignment — coordinate architects, solution owners, vendors, and business sponsors to define solution roadmaps.

Required Skills / Qualifications / Certifications / Tech Stack

Essential

· Possess a BS in Computer Science, Information Technology, Engineering, or a similar degree.

• 10-15 years of experience delivering architecturally sound customer experience (marketing, service, sales) platform solutions

•Experience leading external providers and collaborating with internal stakeholders to deliver innovative enterprise solutions

•Solution design experience with composable platforms to drive incremental value with reuse

•Experience with Lean and Agile methodologies like SAFe1 Strong analytical and problem-solving skills with high attention to detail.

·Hands-on experience with requirements/process tools (requirements repositories, BPMN modelers, traceability matrices) and promoting reusable artifacts.

·Deep understanding of customer service and sales operations, experience with CRM/contact center platforms and integrations (e.g., Salesforce, Zendesk, ServiceNow, HubSpot), and basic SQL/data analysis skills.

Preferable

· 1 Certifications such as CBAP, PMI-PBA, Lean/Six Sigma, or equivalent practice-management credentials.

· 2 Demonstrated experience leading teams or a practice and facilitating at executive/portfolio levels.

· 3 Comfortable working in Agile and Waterfall environments; familiarity with UAT coordination, data migration considerations, and change management practices.

WHO IS GILBARCO VEEDER-ROOT

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!