Decisioning Manager

Nationwide Building Society; Swindon; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading UK financial institution is seeking a Decisioning Manager to drive personalized customer interactions and optimize decision-making platforms. The ideal candidate will have extensive experience with Pega Customer Decisioning Hub, strong analytical skills, and a solid background in customer contact strategy. This role offers hybrid working options, and successful applicants will contribute significantly to achieving marketing objectives while working alongside a dedicated team.

Benefits

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Life assurance

Wellness options

Paid volunteering days

Qualifications

• Hands-on experience with Pega Customer Decisioning Hub.
• Experience in customer contact strategies.
• Strong analytical skills focused on practical solutions.

Responsibilities

• Optimize decision-making platform and contact strategies.
• Define overall Customer Contact Strategy.
• Support and upskill colleagues on Pega capabilities.

Skills

Pega Customer Decisioning Hub

Analytical skills

Stakeholder management

Problem-solving

Communication

Education

Pega Certified Decisioning Consultant

Job description

We are looking for a ‘Decisioning Manager’ 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 whilst ensuring the wider Personalisation and Customer marketing teams are creating and delivering personalised, relevant and time efficient interactions with our members at the heart of it all. You will also optimise one of our key marketing technology platforms, the Pega Customer Decisioning Hub (CDH) to achieve Nationwide’s 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 can be between 32 and 35 hours.

This is a 12 month secondment opportunity.

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 tohybrid 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.

What you’ll be doing

As we continue to enhance our marketing platform capability your role will be to optimise the decision-making platform and deployed contact strategies to achieve Nationwide’s goals. You will help define our overall ‘Customer Contact Strategy’ and then working with the Personalisation and Customer marketing team to embed these principles ensuring the teams are creating and delivering personalised, multi-channel, relevant, timely and effective interactions.

You’ll help support awareness and upskilling of broader colleagues on the capabilities of the Pega Customer Decisioning Hub helping to unlock the full potential of the new tooling and drive a more Pega-centric approach to contact opportunities. By building effective working relationships across the Personalisation and Customer Marketing team you’ll be able to ensure that our personalisation strategy and execution is aligned.

It’ll be your responsibility to configure and optimise our central Pega decisioning capability to achieve business goals and 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. Additionally, you’ll 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 and a Pega certification of at least Pega Certified Decisioning Consultant (PCDC) or demonstrable experience working hands on with Pega CDH

Experience in designing and delivering 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 with the ability to support complex change projects and realise opportunities to drive further improvements

Excellent communications and stakeholder management skills with the ability to convey complex concepts to diverse audiences

Proven working knowledge of Data Protection Legislation e.g. UK GDPR and PECR and how it applies for 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:

From January 2026, all Nationwide colleagues will benefit from 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 Marketing & Corporate Affairs Manager.

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