Contact Strategy and Decisioning Manager (PEGA)

Contact Strategy and Decisioning Manager

Swindon or London Office

Hybrid (x2 Days onsite/ x3 Work From Homer

We are looking for a ‘Contact Strategy and Decisioning Manager’ to join the Personalisation Strategy and Decisioning team within the Customer, Brand & Engagement (CB&E) function.

We are on an exciting journey to transform our capability to deliver personalised performance marketing. We are embarking on a strategy that will see us uplift the technology we use for marketing and transform how we use data to deliver personalised experiences for our customers.

This role specifically sits within the ‘Personalisation and Performance team’ and you’ll be working for our Decisioning and Contact Strategy Senior Manager.

You will be responsible for evaluating, designing and embedding our overall customer contact strategy whilst ensuring the wider Personalisation and Performance team is creating and delivering personalised, relevant and timely effective interactions with our members at the heart. You will also optimise one of our key marketing technology platforms, the Pega Customer Decisioning Hub (CDH) platform to achieve Society goals with the sophistication and complexity growing in line with the uplift in our data and tech capability.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or London offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

What you’ll be doing

As we continue to enhance our marketing platform capability your role will be to optimise the decisioning platform and deployed contact strategies to achieve Society goals.

• You will help define our overall ‘Customer Contact Strategy’ and then working with the Performance and Personalisation team to embed these principles ensuring the teams are creating and delivering personalised, multi-channel, relevant, timely and effective interactions.
• You will configure and optimise our central Pega decisioning capability to achieve Society goals with the sophistication and complexity growing in line with the uplift in our data and tech capability.
• You will evaluate the effectiveness of the implemented contact strategies and identify opportunities to improve the experience for members.
• You will support the enablement of new technologies and capabilities to deliver better outcomes, including deploying advanced analytics and machine learning for next best engagement decisioning.
• You will need to build effective working relationships across the Performance & Personalisation team to ensure that our personalisation strategy and execution is aligned.
• You will also stay up to date with industry trends and advancements in decisioning technologies to ensure our platform remains cutting edge and competitive.

About you

We’re looking for an experienced marketing communications professional who has:

• Excellent understanding and hands on experience of using Pega Customer Decisioning Hub. Pega certification would be advantageous, such as Pega Certified Decisioning Consultant (PCDC) or similar.
• Experience in designing and delivering customer contact strategies for owned media.
• Strong analytical and problem-solving skills with a focus on innovative and practical solutions.
• A proactive, collaborative and solution-oriented approach with the ability to support complex change projects and realise opportunities to drive further improvements.
• Excellent communications and stakeholder management skills with the ability to convey complex concepts to diverse audiences.
• Excellent working knowledge of Data Protection Legislation e.g. UK GDPR and PECR and how it applies for marketing communications, particularly 1-2-1 communications.
• Experience creating insights on strategy effectiveness or member behaviour.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank .

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.