The Role
You will play a key role in advancing customer engagement capabilities within a major, highly regulated financial‑services environment by helping transition from traditional rules‑based decisioning to an adaptive, real‑time Pega Customer Decision Hub platform. This role provides the opportunity to work with cutting‑edge Pega AI and decisioning technology, influence enterprise‑level personalization strategy, and deliver measurable improvements in customer experience and business outcomes across a high‑impact transformation program.
Your responsibilities:
* Design, configure, and optimize decision strategies within Pega Customer Decision Hub (CDH) across eligibility, applicability, arbitration, and engagement policies
* .Develop and enhance adaptive models, predictive models, and next‑best‑action frameworks to drive personalized customer experiences
* .Partner with business SMEs to translate customer‑engagement goals into robust, real‑time decisioning logic within CDH
* .Work closely with data, analytics, and architecture teams to integrate CDH with enterprise systems, customer data sources, and omni‑channel touchpoints
* .Maintain and evolve NBA/NBO strategies across inbound, outbound, paid media, and real‑time decisioning channels
* .Perform impact analysis, A/B testing, and decision simulation to validate strategy performance and optimize outcomes
* .Ensure CDH implementations follow best practices, including guardrails, versioning, governance, and reusable decision components
* .Support model monitoring, performance analysis, and uplift tracking to ensure strategies continue delivering business value
* .Participate in Agile ceremonies, providing technical input, effort estimates, and solution recommendations
* .Document decision logic, business rules, and strategy configurations to support transparency, auditability, and operational readiness
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Your Profi
* leHands‑on expertise in Pega Infinity, ideally Infinity 25.x, with strong knowledge of the latest CDH and real‑time decisioning capabilitie
* s.Strong hands‑on experience with Pega Customer Decision Hub (CDH) including NBA/NBO, engagement policies, and decision strategie
* s.Proficiency in strategy design across eligibility, applicability, arbitration, treatments, and next‑best‑action orchestratio
* n.Experience working with Predictive Models, Adaptive Models, and AI‑driven decisioning components within Peg
* a.Ability to translate customer‑engagement and business requirements into scalable, real‑time decisioning logi
* c.Strong understanding of data integration, customer profiles, and real‑time data flows that support CDH decisionin
* g.Knowledge of omnichannel engagement across inbound, outbound, paid media, and real‑time channel
* s.Ability to test and compare strategy outcomes to optimize customer engagemen
* t.Good understanding of Pega guardrails, governance, versioning, and CDH best practice
* s.Strong analytical, problem‑solving, and communication skills with the ability to work across business, data, and engineering team
* s.Experience working in Agile delivery environment
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Desirable skills/knowledge/experienc
* e: Experience in Financial Services, customer engagement, or regulated environmen
* ts.Exposure to propensity scoring, analytical modelling, and customer‑value framewor
* ks.Familiarity with paid media activation, outbound campaigns, or omnichannel marketing platfor
* ms.Understanding of decisioning optimization, segmentation, and treatment refineme
* nt.Working experience in Agile teams and multi‑squad delivery environmen
ts.