Director of Customer Contact Strategy

1 month ago

London, Greater London, United Kingdom Nationwide Building Society Full time
{"title": "Customer Contact Strategy and Decisioning Manager", "description": "Job Summary

We are seeking a highly skilled Customer Contact Strategy and Decisioning Manager to join our Personalisation Strategy and Decisioning team within the Customer, Brand & Engagement (CB&E) function.

This role will involve evaluating, designing, and embedding our overall customer contact strategy, ensuring the wider Personalisation and Performance team creates and delivers personalised, relevant, and timely effective interactions with our members.

You will also be responsible for optimising our central Pega decisioning capability to achieve Society goals, staying up-to-date with industry trends and advancements in decisioning technologies.

Key Responsibilities
  • Evaluate and design customer contact strategies to ensure effective interactions with members.
  • Configure and optimise Pega decisioning capability to achieve Society goals.
  • Evaluate the effectiveness of implemented contact strategies and identify opportunities for improvement.
  • Support the enablement of new technologies and capabilities to deliver better outcomes.
  • Build effective working relationships across the Performance & Personalisation team to ensure alignment.
Requirements
  • Excellent understanding and hands-on experience of using Pega Customer Decisioning Hub.
  • 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.
  • Excellent communications and stakeholder management skills.
  • Experience creating insights on strategy effectiveness or member behaviour.
What We Offer
  • A personal pension with employer contributions.
  • Up to 2 days of paid volunteering a year.
  • Life assurance worth 8x your salary.
  • A range of additional benefits through our salary sacrifice scheme.
  • Access to training to help you develop and progress your career.
  • 25 days holiday, pro rata.
", "company": "Nationwide Building Society"}

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