Senior IT Manager Customer Engagement

This is what we offer you

• Gross monthly salary between EUR 8,491 and EUR 12,131 (senior kader A)
• Thirteenth month's salary and 8% holiday allowance
• 10% Employee Benefit Budget
• EUR 1,400 development budget per year
• Hybrid working: balance between home and office work (possible for most roles)
• A mobility budget: with this, you can tailor your transportation according to your own needs. For example, by leasing a car or receiving the full amount and arranging your own transportation
• A pension, for which you can set the maximum amount of your personal contribution

Do you want to lead the tech delivery for customer engagement at a leading Dutch bank, driving AI-driven solutions and hyper-personalized experiences for millions of customers?

With almost 9 million customers in the Netherlands, Rabobank is a leading Dutch bank focused on improving, digitizing, and deepening client and employee support. We aim to be the preferred banking partner by offering maximum personal digital ease, complementary services, and products.

Tribe Digital & Customer Interaction (DCI)

Tribe DCI, part of Rabobank Retail NL Tech, enhances customer interactions via direct and employee-supported channels, positioning itself as a technology leader. It creates a robust customer data foundation for an AI-driven future, crucial for serving customers, achieving commercial goals, and meeting regulatory demands.

Tribe DCI sets the standard for cost-effective sales, service, and operational journeys by modernizing the tech stack, implementing quick performance improvements with low-code solutions, and utilizing reusable and compliant assets. Approximately 800 FTE (Business and IT) work within the Tribe.

You and your job
You play a pivotal role in leading the tech delivery for customer engagement.

This area enables customer interaction by providing the gateway for all service, marketing, sales, and compliance communication: personalized and proactive.

At Customer Engagement, we enhance customer value and deliver hyper-personalized experiences using the Pega CDH platform, many other SAAS solutions and advanced (gen) A.I. capabilities. Our data-driven communication process helps customers achieve financial well-being and fosters sustainable business growth through identifying customer needs, orchestrating their journey, and engaging through various touchpoints. This process is automated through machine learning, offering Next Best Actions, optimal channels, timing, messages, and journeys.

Our MarTech capabilities are deployed across all customer-facing channels, including our app, external digital platforms, and physical mail.

You and your talent
Direct hierarchical responsibility includes 3 Tech Leads and indirect oversight of 15+ squads with 135+ FTE globally (in NL, India, and nearshore). This requires a very strong set of management qualities and skills with regard to people and budget.

You are responsible for IT strategy within this context and participate in the area triangle together with the Area Lead and Area Architect. Additionally, you are part of the management team of the CITO Tech domain of DCI.

You are in control of your tech area, focusing on security, risk, and compliance, which requires strong discipline.

Leading strategic DCI Tech-wide themes that contribute to the overall strategy of the Tech Domain DCI is a key aspect of your role.

For DCI in particular, managing complex cross-tribe and cross-domain dependencies, which are there by default because of the enabling role of the domain, is included in your responsibilities.

You and your skills

• Academic working and intellectual level in the field of Computer Sciences or Business administration
• Senior Manager, with excellent skills in aligning IT, Operations and Business
• Experience in developing and managing a team with (tech) managers
• At least 10 years of experience in the ICT sector
• Expert knowledge of run and change and delivery methods/techniquesKnowledge of tech security and risk principles
• Excellent Coaching skills
• Fluent in English (business level)
• Excellent team player
• Experience and skills in executing strategy, strong performer, shaper, energizer.
• Experience in supplier management
• Experience with offshore development
• Preferred knowledge of Tech for Marketing

"Working at Rabobank means being part of a team that is committed to making a difference in the financial well-being of our customers." Raphaël Drenthel, IT recruiter