Decisioning Manager

As a Decisioning Manager, you’ll play a key role in shaping the next phase of our customer decisioning journey, leading the design and optimisation of personalised, compliant customer experiences at scale. You’ll help take our use of decisioning into business banking, creating more relevant experiences and better outcomes for our customers.

You’ll design and implement complex decisioning solutions using Pega Customer Decisioning Hub (CDH), including Next-Best-Action frameworks, real-time containers and adaptive models. You’ll also help shape and embed our customer contact strategy, using data and analysis to understand what’s working, identify opportunities to improve customer outcomes and turn those opportunities into deliverable change.

You’ll also help us continually evolve our decisioning capability, optimising our existing Pega CDH capability while exploring new decisioning and personalisation technologies. Alongside this, you’ll support production deployment, testing, performance tuning and solution maintenance, making sure our solutions continue to meet Pega architecture guidelines, industry standards and Nationwide’s risk appetite.

The working hours (per week) for this role can be between 31.5 and 35 hours.

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, London or Bournemouth 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.

What you’ll be doing

You’ll lead and develop both our decisioning capability and the people behind it, coaching and supporting colleagues to do their best work while creating a culture of accountability, collaboration and continuous improvement. You’ll set high standards for quality and delivery, helping the team focus on the priorities that make the greatest difference.

Working closely with teams across Personalisation, Customer Marketing, Customer Strategy, Digital and Customer Experience Platform, you’ll build strong partnerships and influence how our decisioning and contact strategies evolve to deliver joined-up customer outcomes. You’ll turn complex technical challenges into clear, practical solutions and confidently communicate your thinking to stakeholders at all levels, including senior leaders. You’ll translate customer and business opportunities into decisioning solutions, using insight and performance data to prioritise where decisioning can make the greatest difference and continually improve customer outcomes.

You’ll also take the lead when things don’t go to plan, investigating incidents relating to discretionary customer contact, identifying root causes and driving solutions. You’ll work across the organisation to strengthen the controls that underpin customer communications, ensuring our activity continues to operate within agreed risk appetites.

You’ll bring curiosity and sound judgement to complex problems, balancing competing priorities and continually improving how we work.

About you

Minimum skills and experience:

• A decisioning professional with at least three years' demonstrable hands-on experience using Pega Customer Decisioning Hub
• Pega Decisioning Consultant and Pega Certified System Architect certifications would be desirable.
• Hands-on SQL experience, including impact analysis and integrity testing, alongside a good understanding of relational databases
• Strong knowledge of Pega decisioning, industry best practice and emerging decisioning technologies, with the curiosity to explore how new capabilities can improve customer outcomes
• A good understanding of the end-to-end lifecycle of one-to-one customer communications, from strategy and design through to delivery, measurement and optimisation
• Good working knowledge of legislation and frameworks governing customer communications and the use of customer data, including GDPR and PECR
• Strong analytical, problem-solving and critical-thinking skills, with excellent attention to detail and the ability to identify errors, inconsistencies and anomalies
• The ability to develop practical and effective solutions to complex problems and lead others in implementing them
• Strong technical leadership and influencing skills, with the ability to coach and support others, build effective relationships and bring people together around a shared goal
• The confidence to manage competing priorities, make sound decisions and communicate complex technical topics clearly, including with senior stakeholders

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

• 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

Please note that should you be successful in securing this role, the job title on our internal systems will be Contract Strategy & Decisioning Manager.