Decisioning Consultant (PEGA CDH)

Nationwide Building Society; Greater London; Hybrid; GBP 35,000 - 65,000; Full time

Job description

Nationwide Building Society provided pay range

This range is provided by Nationwide Building Society. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Contact Strategy and Decisioning Consultant

Location: London or Swindon office

Work Arrangement: Hybrid - x2 days on site/ x3 Work from home

We are looking for a Contact Strategy and Decisioning Consultant 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. 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 supporting the evaluation, designing and embedding of our overall customer contact strategy whilst ensuring the wider Personalisation and Performance team are 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.

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.

What you’ll be doing

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 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.
• 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 stay up to date with industry trends and advancements in decisioning technologies.

About you

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

• Understanding and hands-on experience of using Pega Customer Decisioning Hub.
• Experience in supporting design and delivery of 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.
• Strong stakeholder management skills.
• Excellent working knowledge of Data Protection Legislation e.g. UK GDPR and PECR.
• 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.

• Say it straight - Being honest and direct with good intent.
• Push for better - Aiming high and constantly looking for better.
• Get it done - Prioritising what will have the greatest impact.

The extras you’ll get

• 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

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. As a building society, we’re owned by our members – our customers who have their current account, mortgage or savings with us.

Seniority level

Associate

Employment type

Full-time

Job function

Marketing