This is a pivotal role within the CATHIE Product Ownership team, focused on shaping how we use the Pega Customer Decision Hub (CDH) to drive smarter customer engagement and retention across the AA Road business. You'll play a hands‑on role in delivering and continuously improving a platform that sits at the heart of our customer communications. Working closely with Retention Strategy and Marketing teams, you'll turn ideas into action, defining, refining and delivering decisioning and campaign requirements through CDH. Acting as the bridge between Commercial and Technology, you'll translate business needs into practical platform changes that are delivered efficiently and with confidence. You'll take ownership of backlog management, delivery coordination and platform governance, ensuring priorities are clear and changes are implemented to a high standard with the right controls in place. Alongside this, you'll build strong expertise in CDH, helping stakeholders understand its full potential while identifying opportunities to optimise how we engage with customers. From outbound campaigns to emails and customer communications, you'll support decisioning activity across multiple channels, making sure customer journeys are consistent, effective and delivered reliably every time.
Responsibilities
* Leading the use of the Pega Customer Decision Hub (CDH) platform to support retention and customer communications across multiple channels
* Managing and prioritising the CDH backlog, ensuring requirements are clearly defined, documented and tracked
* Translating business needs into clear user stories, working closely with Retention Strategy and Marketing teams
* Coordinating end‑to‑end delivery of platform changes, from initial requirement through to release and validation
* Collaborating with Commercial and Technology teams to ensure smooth, effective and timely implementation
* Ensuring robust governance, documentation and change control for all CDH developments
* Monitoring platform performance, risks and incidents, supporting investigation and continuous improvement
* Optimising use of CDH capabilities by identifying opportunities to enhance decisioning and customer engagement
* Supporting consistent delivery of customer journeys across campaigns, email and communications
* Contributing to cross‑platform initiatives, working alongside wider Product Ownership teams
Qualifications
* Experience with Pega Customer Decision Hub (CDH) or similar decisioning or marketing technology platforms
* Ability to translate business requirements into clear, deliverable system or platform changes
* Knowledge of backlog management using tools such as Jira, Confluence or similar
* Confidence working collaboratively with business stakeholders and technical teams
* Strong organisational skills with the ability to manage multiple priorities and workstreams
* Experience supporting live platforms, including incident, defect and change management
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