Requirements
Operating within the Martech & Operations team, the role is responsible for translating business strategy, customer needs, and data insights into scalable, AI‑driven decision logic using Pega Customer Decision Hub. This includes shaping how decisions are designed, executed, tested, and optimized across all customer touchpoints.
As a senior practitioner and subject‑matter expert, the SDA acts as a strategic decisioning authority within delivery squads—bridging business objectives, analytics, and Pega’s decisioning capabilities to ensure customer interactions are relevant, measurable, compliant and continuously improving.
The role is key to the successful delivery of TPG Telecom’s marketing and decisioning transformation, supporting the implementation and evolution of Pega CDH, uplift of channel platforms, and the establishment of sustainable frameworks that enable consistent, high‑quality decisioning at scale.
· Design, build and optimise Next Best Action strategies in Pega Customer Decision Hub, translating business objectives and customer lifecycle goals into scalable, model driven decision logic that delivers relevant, personalised customer interactions.
· Own the end‑to‑end decisioning design within CLM squads, working closely with NBA Designers, Analysts, Data Science and business stakeholders to define decision frameworks, requirements, and measurable outcomes.
· Configure and govern Pega CDH components, including actions, treatments, engagement policies, arbitration rules, taxonomies and strategy frameworks, ensuring alignment with Pega guardrails, CDH best practices, and enterprise architecture standards.
· Lead decisioning experimentation and performance optimisation, designing and executing A/B testing, multivariate testing, control groups, and simulations to drive continuous improvement and quantify business uplift.
· Partner with Data Science and Insights teams to analyse customer, behavioural, and performance data, ensuring decision strategies are data‑driven, explainable, and continuously optimised over time.
· Provide strategic oversight and stewardship of the decisioning ecosystem, contributing to the evolution of NBA frameworks, reusable patterns, and best practices to support long‑term maturity of the Martech & Decisioning capability.
· Ensure decisioning solutions comply with regulatory, consent, and ethical marketing requirements, embedding privacy, fairness, and governance considerations into all NBA designs.
· Act as a senior subject‑matter expert for Pega CDH, coaching team members, uplifting capability, and fostering a collaborative, innovative, and high‑performing decisioning culture across CLM and Martech teams.
· Degree in relevant areas such as Business, Marketing, IT, Maths, Information Systems or Finance
· Extensive hands‑on experience with Pega Customer Decision Hub, including designing and implementing Next Best Action strategies using Pega’s Strategy Framework (v8.23 preferred; v8.7+ acceptable), with exposure to Pega 1:1 Operations Manager preferred.
· Strong analytical and problem‑solving capabilities, with the ability to translate complex business objectives into scalable, well‑governed decision logic.
· Proven experience designing and evaluating experimentation frameworks, including A/B testing, control groups, and performance measurement to drive continuous improvement of customer decisioning strategies.
· Solid data literacy, including strong SQL skills and a good understanding of relational data models (experience with Teradata and/or PostgreSQL is advantageous), enabling confident collaboration with analytics and data science teams.
· Exposure to cloud‑based environments such as AWS, Azure, or Pega Cloud.
· A clear understanding of regulatory and compliance requirements for direct marketing and customer decisioning, including privacy, consent, and ethical use of data (Privacy Act, Spam Act, DNCR Act).
