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. 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 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. 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 office. 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.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
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 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
There are all sorts of employee benefits available at Nationwide, including:
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
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
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.
Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Analyst.
