Lead Solution Architect in Customer Service & Agentic Experiences

Job ID: 5199

Welcome to Group Technology, where we pride ourselves on engineering solutions and direct Nordea’s transformation by providing a holistic technological view and structured understanding of the bank, and its surrounding environment to enable the Customer Vision and the Business Strategy.

Join us as a Lead Solution Architect and help shape the future of customer service and agentic AI experiences across one of the largest financial institutions in the Nordics.

Nordea is a place where traditions meet tomorrow. We’re not just a bank; we’re a tech employer on a mission to evolve finance securely and responsibly. Together, we impact millions of people’s daily lives by ensuring they can access our solutions anytime, anywhere, while safeguarding their personal data and wealth. Join us in making an impact on the banking industry.

About our team

Meet the Customer Service and Agentic Experiences service domain. Our role is to provide solutions to enable awesome customer service and related agentic AI experiences. This role is based in Helsinki and Oulu, Finland.

Main responsibilities in this role:

• Define and communicate the target architecture for customer service and agentic AI capabilities
• Guide solution architects and engineering teams across service areas, and be part of the implementation
• Ensure architecture decisions support security, compliance, scalability, and business value
• Partner with business, technology, risk, and data stakeholders

You’ll join an experienced leadership team where the members combined have a broad and deep knowledge of the business and technology.

Who you are

This is the right role for you if you are a technical leader with good development, high level design, communication and interaction skills. You have also genuine interest of technical solutions.

Your background and skills include:

• 10+ years of experience from software development
• Hands on coding experience from recent years
• Practical experience using AI tooling in software development
• Master’s degree in computer science, engineering or similar technology related background

It would be ideal if you also have:

• Strong understanding of customer service capabilities, processes and channels
• Good knowledge of software architecture and frameworks and, ideally, relevant certifications
• Experience with public Cloud technology

What we offer

Collaboration. Ownership. Passion. Courage. These are the values that guide us in how we work and how we make decisions – and that we imagine you share with us.

People are driven by many different factors. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward.

A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.

Diversity and inclusion are a natural part of our daily work. We know that an inclusive workplace is a sustainable one. We genuinely believe that our diverse backgrounds, experiences, characteristics and traits make us stronger together. Every day we strive to find new ways to improve diversity and inclusion within our community e.g. we have signed the European Diversity Charters in the countries where we operate to show our commitment and engage with others to continue learning and improving.

If this sounds like you, get in touch!

Next steps

Submit your application no later than 07/10/2026. For more information about the position, you are more than welcome to contact: Tomi Suomela Tomi.Suomela@nordea.com, and Ritu Mittal (ritu.mittal@consult.nordea.com) for HR related matters.

We enable dreams and aspirations for a greater good.

We build relationships. We add a personal touch to everything we do – when advising our customers, collaborating with colleagues, and meeting our potential candidates.

We learn and develop. We take pride in being experts and thinking ahead. We use our expertise to meet our customers’ needs, from the simplest to the most complex. We bring a growth mindset to our work that enables us to focus on a broader perspective in our daily challenges.

We lead change. We are responsible and aware of the impact of our decisions, both for our customers and for our local and global communities. Mindful of our responsibility towards current and future generations, we have made sustainability an integrated part of our business strategy.

We are Nordea. We have a 200-year history of supporting and growing the Nordic economies and our values are deeply rooted in these open, progressive and collaborative societies. As one of the biggest employers in the Nordics, Poland and Estonia, you have excellent opportunities to evolve, develop and move forward with us. Studies show that members of underrepresented communities don’t apply for jobs unless they tick all the qualification boxes. If this is part of why you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think.

A security clearance will be performed for the person selected for this position.