What is the opportunity?
This role is for someone who thrives at the intersection of technology, operations, and strategy. You will lead the day‑to‑day performance and governance of a critically important decision‑making platform, while also shaping how Bank of Ireland uses real‑time Next Best Action intelligence to drive personalised, compliant, and meaningful customer interactions. Your architectural leadership will ensure the platform remains scalable, resilient, and aligned with industry best practice, and your hands‑on expertise will directly influence strategy design, optimisation, and improvement.
You will work closely with analytics teams, IT, compliance, and marketing, positioning yourself as the bank’s trusted expert in Pega CDH. This gives you the platform to influence decision‑making roadmaps, champion data‑driven improvements, and embed responsible AI principles within a regulated financial environment.
In This Role, You Will
BAU Technical Ownership & Operational Leadership
Lead day‑to‑day BAU operations for the Pega CDH platform, ensuring a stable, secure, and high‑performing environment.
Take responsibility for the intake, prioritisation, and delivery of BAU technical changes, improvements, and optimisations.
Manage incident and defect triage, ensuring timely resolution and comprehensive root‑cause analysis.
Platform Stewardship & Continuous Improvement
Act as the primary platform steward, ensuring Pega CDH is used effectively to meet strategic, regulatory, and customer‑engagement objectives.
Drive the optimisation of NBA strategies, engagement policies, and adaptive/predictive models in partnership with analytics and business teams.
Maintain and manage a backlog of enhancements to improve stability, maintainability, and the overall value delivered by the CDH platform.
Technical Architecture & Hands‑On Delivery
Provide architectural oversight for all BAU decision‑ing, design, and configuration changes.
Support hands‑on configuration efforts when required, such as updates to strategies, treatments, eligibility logic, and data models.
Ensure all BAU solutions are scalable, compliant, and aligned with Pega procedures and internal standards.
Stakeholder Engagement & Collaboration
Collaborate closely with business partners, IT teams, analytics, compliance, and marketing to ensure BAU delivery aligns with business value and customer‑engagement goals.
Serve as the trusted CDH subject‑matter expert for technical queries, new‑idea assessments, and feasibility evaluations.
Provide coaching, guidance, and mentoring to developers, analysts, and decision‑ing designers.
Communicate platform health, BAU performance, and risk items to senior partners on a regular basis.
Governance, Compliance & Risk Management
Ensure all BAU activities align with Bank of Ireland’s governance standards, regulatory requirements, and quality‑control expectations.
Supervise the creation and maintenance of documentation, release notes, audit trails, and architectural artefacts for all BAU changes.
Support model governance and Responsible AI processes across all CDH decision‑making components.
What will make you stand out?
Hands‑on Pega CDH experience, including strategy design, NBA orchestration, and integration patterns.
Confirmed experience in a Lead Architect, Technical Lead, or Decision‑ing Architect role.
Pega certifications such as CPDC, CSSA, LSA or LDA.
Exposure to cloud‑based Pega platforms or hybrid infrastructures.
Familiarity with marketing automation, data analytics, or personalisation platforms.
Experience in financial services, preferably within a regulated Irish or UK banking environment.
Strong Technical Understanding Of
NBA Designer, decision strategies, arbitration, engagement policies.
Interaction History, predictive/adaptive models.
REST APIs, Kafka integrations, and data ingestion.
Essential Qualifications
Pega certifications such as CPDC, CSSA, LSA or LDA.
Extensive hands‑on Pega CDH experience, including strategy design, NBA orchestration, and integration patterns.
More About The Team
The Group Customer Analytics (GCA) unit is Bank of Ireland’s central hub for data‑driven customer insight, advanced analytics, and decision‑making excellence. It combines analytical expertise, behavioural modelling, data science, and decision‑making platform capabilities to help the bank understand customer needs, improve engagement, and deliver better commercial outcomes.
This is a hybrid role, based primarily at Baggot Plaza, Dublin 4. Colleagues are expected to spend a minimum of eight days per month working in‑person to support teamwork and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.
Why work with us?
We offer 25 days annual leave, excellent pension contributions, 6 months paid maternity leave, and an innovative fertility and surrogacy policy with support for working parents and carers. Your health and wellbeing are important to us; we provide a substantial health‑insurance contribution, an employee‑assistance program, WebDoctor and financial‑wellbeing coaching. We encourage and support staff to pursue educational and professional qualifications to grow and enhance their careers.
Flexible working matching promise
We know how important flexible working arrangements are to our colleagues and we promise to try to match your current flexible working arrangement in this new role (all existing working arrangements considered!).
Key Competencies
Customer‑focused – People Manager
Better together – People Manager
Be decisive – People Manager
Take ownership – People Manager
Manage risk – Leader
Bank of Ireland Group is an equal‑opportunity employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.
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