Decisioning Architect in Swindon

We are looking for a ‘Decisioning Architect’ to join the Personalisation Strategy and Decisioning team within the Group Customer and Communications (GCC) function. We are on an exciting journey to transform our capability to deliver personalised 1:1 customer marketing. This role specifically sits within the ‘Personalisation team’, and you’ll be working for our Decisioning and Contact Strategy Senior Manager.

You will be responsible for embedding our overall customer contact strategy while ensuring the wider Personalisation and Customer marketing teams are creating and delivering personalised, relevant, and timely 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.

We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role are between 31.5 and 35 hours. This is a 12-month Fixed Term Contract. 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.

Responsibilities:

• 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 work with the Personalisation and Customer marketing team to embed these principles to ensure the teams are creating and delivering personalised, multi-channel, relevant, timely, and effective interactions.
• You will help support awareness and upskilling of broader colleagues on the capabilities of Pega Customer Decisioning Hub, helping unlock the full potential of the new tooling, and drive a more Pega-centric approach to contact opportunities.
• While configuring and optimising our central Pega decisioning capability to achieve Society goals, this will be done with the sophistication and complexity growing in line with the uplift in our data and tech capability.
• You will support the enablement of new technologies and capabilities to deliver better outcomes, including the deployment of advanced analytics and machine learning for next-best engagement decisioning.
• You will also need to build effective working relationships across the Personalisation and Customer Marketing team to ensure that our personalisation strategy and execution are 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 of at least Pega Certified Decisioning Consultant (PCDC) or direct experience working hands-on with Pega CDH.
• 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.
• Strong communications and stakeholder management skills with the ability to convey complex concepts to diverse audiences.
• Good working knowledge of Data Protection Legislation e.g. UK General Data Protection Regulation (GDPR) and Privacy and Electronic Communications Regulations (PECR) and how it applies to marketing communications, particularly 1-2-1 communications.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get:

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.