Senior Decisioning Architect

As a Senior Decisioning Architect, you’ll be one of our leading hands-on Pega decisioning practitioners, taking technical ownership of complex solutions that deliver personalised, compliant customer experiences at scale. You’ll turn challenging business and customer needs into robust decisioning solutions and help set the technical standards for how we use Pega Customer Decisioning Hub.

You’ll design and implement sophisticated decisioning solutions using Pega Customer Decisioning Hub, including Next-Best-Action frameworks, real-time containers and adaptive models. You’ll apply your technical expertise and judgement to solve complex decisioning challenges, identify opportunities to improve customer outcomes and turn those opportunities into high-quality, deliverable solutions.

You’ll help continually evolve our decisioning capability, optimising how we use Pega CDH and supporting the introduction of new decisioning and personalisation capabilities. You’ll take technical ownership through the delivery lifecycle, from solution design and build through to testing, deployment, performance tuning and ongoing optimisation, ensuring solutions 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

As one of our senior decisioning practitioners, you’ll take complex business and customer needs and translate them into robust technical decisioning solutions. You’ll work hands-on with Pega CDH, designing and implementing sophisticated decisioning solutions while maintaining consistently high standards of quality and delivery. 

Working collaboratively across teams including Personalisation, Customer Marketing, Customer Strategy, Digital and Customer Experience Platform, you’ll build strong relationships and help ensure our decisioning activity delivers joined-up customer outcomes. You’ll bring strong analytical and problem-solving skills, turning complex challenges into practical solutions and communicating your thinking clearly to stakeholders. 

You’ll use data and insight to understand how our customer contact strategies are performing, proactively identifying opportunities to improve them and supporting those improvements from initial idea through to delivery. You’ll also contribute to the continued optimisation of Pega CDH and the introduction of new decisioning and personalisation capabilities.

And when things don’t go to plan, you’ll play a key role in investigating incidents relating to discretionary customer contact, assessing customer impact and helping design and implement solutions. You’ll also work with other areas of the organisation to strengthen the controls that underpin our customer communications.

About you

Minimum skills and experience:

• At least two years’ demonstrable hands-on experience using Pega Customer Decisioning Hub. Pega Decisioning Consultant and Pega Certified System Architect certifications are desirable
• Hands-on SQL experience, including impact analysis and integrity testing, alongside a good understanding of relational databases
• A good understanding of decisioning industry best practice, emerging trends and advances in decisioning technology, with an interest in how these can improve our capability
• Working knowledge of the legislation and frameworks governing customer communications and the use of customer data, including GDPR and PECR
• An understanding of the end-to-end lifecycle of one-to-one customer communications
• Strong analytical, problem-solving and critical-thinking skills, with excellent attention to detail and an ability to spot errors, inconsistencies and anomalies
• The ability to translate complex business and customer needs into robust technical decisioning solutions, taking ownership of solution design and working collaboratively with stakeholders through to delivery
• Strong written and verbal communication skills, with the ability to make complex topics clear and accessible to different audiences

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. 

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