Decisioning Manager

**Opportunity Snapshot**:

- Reporting to the Senior Manage, Decisioning Manager will help realize opportunities for improvement through the implementation of NBA decisioning and analytics solutions with an ability to guide business requirements to match Pega platform features.
- The purpose of this role is to lead and support the BAU team with Pega Marketing/ NBA Designer and to enable Customer Decisioning across all customer engagements and all customer experience channels in Health Insurance.
- In doing so, the Decisioning Manager (DM) will lead a team of 3 Decisioning Architects to establish the foundations of Customer Decisioning engine, using the Pega platform and broader decisioning landscape.
- The DM will proactively engage with stakeholders across Health Insurance to ensure the customer experience and business value benefits of “always-on” omni-channel 1:1 personalised customer experiences delivered via Next Best Action are maximised. The DM is also charged with building, socialising and managing the implementation of a future state roadmap covering evolving strategies as well as approaches to upgrades and any new opportunities that may arise over time..

**Your Contribution**:

- Responsible for defining, implementing, and governing business led decisioning architecture, as well as constantly evolving BAU designs over time to provide solid end to end customer experiences across the Pega platform and broader decisioning landscape.
- Implementations will be largely focused on but not limited to, Customer Marketing activities such as the management of relevant Contact Policies, the implementation of Personalisation Strategies, the development of Predictive and Adaptive Modelling, and the ongoing optimisation of connected Campaign Management practices - both Inbound and Outbound.
- The Decisioning Manager will also bring sound experience in and be able to contribute to the development of distributed systems, large scale non-relational data stores, Big Data platforms, data modelling, database performance, and multi-terabyte data warehouses.
- Responsible for the development, implementation, optimisation and monitoring of omni-channel decisioning solutions that meet our business needs as well as contributing to and socialising actionable insights that inform future priorities across relevant Customer Marketing strategies.
- Responsible for creating the decisioning architecture (Decision Logic/Strategy Logic) which will in turn integrate seamlessly with our complex technical stacks and provide specialised leadership on decision architecture and best practices on our Pega platform.
- The ability to communicate decisioning concepts and benefits to multiple and cross functional stakeholders across strategy, marketing, product, technology, data and vendor relationships.
- A commitment to ongoing and specialized self-learning and upskilling across the Pega and Decisioning landscape as new platform versions evolve, and cross functional opportunities arise.
- Ongoing mentoring, upskilling and cross skilling across the team including more junior Strategy Designers and Decisioning Architects as well as individuals onboarding or skilling into the Decisioning discipline. Responsible for usage of Adaptive models and predictions-based AI models in the system
- Leveraging the benefits of AI solutions and helping business stakeholders understand the benefits.
- Oversees high
- and low-level solution design ensuring that implemented requirements fits with business requirements.

**Qualifications and training**
- 7-10+ years of relevant Pega Decisioning experience.
- Pega experience in Pega Decisioning and Pega Marketing skills is mandatory.
- CPDC, CPMC, CSSA certification is mandatory (Pega 8 or later)
- Demonstrated customer-centric design mindset, delivering customer-centric design solutions through time-tested and creative approaches and methodologies.
- Demonstrated strong emotional intelligence; intimately understanding and empathising with Bupa customers’ varying journeys and preferences.
- Working experience in agile delivery, planning and co-ordinating program of work for multiple agile squads
- Tertiary qualifications in business, customer experience or related disciplines.
- Ability to operate on strategy and big picture, but also able to get into the detail on the operational side of the role.
- Strong project management skills with experience working across strategy and operations. Experience in leading the planning and facilitation of presentations and workshops with stakeholders.
- The ability to multi-task and work efficiently under pressure combined with careful attention to detail.
- Demonstrated ability to communicate customer research, strategy and design in a way that acknowledges commercial overlay.
- Ability to clearly articulate, simplify and communicate complex issues and data to stakeholders at all levels

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and