Role: Delivery Lead / Program Director - AI & Hyper-Personalization
Location: Netherlands
Hybrid (2 days in office)
Contract
Location: Netherlands
Hybrid (2 days in office)
Contract
This role sits at the intersection of GenAI/Agentic AI innovation, customer experience transformation, and large-
scale delivery leadership.
You will lead end-to-end execution of AI-powered NBA (Next Best Action) and hyper-personalisation programs -
embedding LLMs, agentic frameworks, and advanced analytics into orchestrators that touch millions of end
customers. You'll partner with CxOs and Tribe Leads at top-tier clients to shape the vision, de-risk delivery, and
guide technical and business teams to measurable impact.
This is both a strategic and hands-on leadership role: you'll guide program governance, architecture reviews, and
stakeholder alignment, while ensuring delivery teams (data scientists, engineers, consultants) execute with precision.
Key Responsibilities
- Program Leadership: Own the delivery of AI-driven NBA, orchestration, and hyper-personalisation
initiatives, from discovery to scaled adoption.
- Client Engagement: Act as senior point-of-contact for clients' executive sponsors (e.g., CMO, CDO, Tribe
Leads), ensuring expectations are managed and outcomes delivered.
- AI Integration: Guide the embedding of LLMs, GenAI, and agentic decisioning into orchestration flows,
balancing innovation with compliance and scalability.
- Delivery Oversight: Lead cross-functional squads (engineers, data scientists, product owners, architects),
ensuring sprint velocity, quality, and alignment to business objectives.
- Architecture & Governance: Review designs across data pipelines, streaming/real-time architectures
(Kafka, Pub/Sub), and compliance frameworks.
- CX & Value Realisation: Ensure delivery translates into tangible customer outcomes (reduced churn,
higher CTR/conversions, sales uplift, CX/NPS gains).
- Innovation Leadership: Introduce simulation sandboxes, "size-of-prize" modelling, and continuous learning
loops to maximise business impact.
Required Experience
- AI/GenAI Mastery: Hands-on familiarity with OpenAI, Gemini, Azure Cognitive Services, AWS Bedrock,
reinforcement learning, and agentic AI frameworks.
- Personalisation / NBA Expertise: Deep understanding of hyper-personalisation, churn models,
recommendation engines, campaign orchestration.
- CX/Commerce Background: Experience with B2C, retail, or financial services customer engagement
(sales growth, cross/upsell, loyalty).
- Delivery & Transformation Leadership: Track record of leading complex multi-stream programs (10M€+
budgets, multi-market scope), preferably within consulting/scale-up/enterprise.
- Financial Services and x-Industry Knowledge: Familiarity with FS regulatory/compliance constraints
(GDPR, auditability, model explainability), and experience on other industries such as Consumer Goods,
Retail, Telco, Resources / Chemicals is a plus.- Stakeholder Savvy: Proven ability to operate at CxO level, translate tech into business value, and align
diverse stakeholders.
- Education: Preferably Masters, otherwise Bachelor's or Master's in Technology, Business, or related fields.
- Experience: 10+ years in consulting, large-scale transformation, or enterprise delivery roles.
What We Offer
- The opportunity to shape AI transformation for global leaders like Akzo Nobel, Danone, Telefónica.
- A culture that blends start-up agility with enterprise credibility - delivering innovation at speed, at scale.
- A front-row seat in the fastest-moving frontier of AI (agentic, LLM, orchestration) with direct access to
hyperscaler partnerships and proprietary IP.
- An ambitious, global team where your impact is visible from day one.
