Job Description:
Open to Hybrid in, Winchester, VA or Pensacola, FL - 3x a week in the office.
6 month Contract
Role Overview:
You will help scale Next Best Interaction (NBI) program by converting and launching personalized insights driven by external behavioral intent signals as true omnichannel experiences powered by Pega Customer Decision Hub (CDH). A personalized insight is information about a member’s behavior that is tailored to their individual circumstances that empowers them to better understand their financial behavior and deepens their relationship.
You’ll translate personalized insights into inbound and outbound campaigns, define targeting and eligibility, support build and QA, and monitor performance after launch. This role is hands-on and delivery-oriented: gather requirements, define and validate targeting, build the actions in Pega CDH, ship insights, and continuously optimize.
What You’ll Do:
• Launch omnichannel insights in Pega CDH by translating insight definitions into targeting, eligibility rules, treatments, and channel delivery patterns aligned to NBI standards
• Convert channel-specific executions into omnichannel decisioning patterns and help retire duplicate or redundant channel builds (inbound and outbound)
• Define decisioning requirements (audience definition, constraints, contact policies, prioritization, measurement)
• Partner across agile delivery teams (Designers, Writers, Digital, Analytics, and Enterprise Technology/Data) to deliver launches on schedule
• Support arbitration and consistency across inbound and outbound channels by applying engagement policies/contact rules and prioritization guardrails
• Run validation and impact checks using simulations where applicable and pre/post-launch monitoring to confirm eligibility, volume, and expected business impact
• Troubleshoot decisioning and integration issues (data discrepancies, logic conflicts, delivery failures) and drive resolution with technical partners
• Measure and optimize performance by recommending refinements (audience tuning, suppressions, prioritization, treatment changes, test variants)
• Manage multiple launches simultaneously; maintain organized artifacts and communicate risks, dependencies, and readiness clearly
Required Qualifications:
• Hands-on experience designing, configuring, or supporting Pega Customer Decision Hub (CDH) decisioning (e.g., decision strategies, engagement policies, contact policies, treatments)
• Demonstrated ability to translate moderately complex marketing/experience requirements into targeting and personalization specifications
• Strong analytics skills, including SQL proficiency and ability to validate outcomes and explain results to stakeholders
• Experience working in agile delivery (Scrum/SAFe): user stories, acceptance criteria, testing/QA coordination, release readiness
• Strong written and verbal communication skills; able to align business and technical partners and drive decisions forward
Preferred / Nice to Have:
• Pega Certified Decisioning Consultant certification or Certified Pega Data Scientist certification
• Familiarity with omnichannel personalization patterns (inbound + outbound orchestration, prioritization, suppression, channel preferences)
• Experience partnering with Data Science on predictors, segmentation, or model driven targeting
• Comfort with modern analytics and productivity tooling such as Databricks, Tableau, Power BI, and M365 Copilot
• Exposure to digital banking or financial services personalization/decisioning programs (helpful, not required)
Deliverables / What Success Looks Like (in 6 months):
• 30+ insights driven by external behavioral intent signals are implemented as omnichannel CDH decisioned experiences with clean requirements, QA evidence, and post-launch monitoring
• Launches follow a consistent workflow (requirements, build, QA, launch, monitor/optimize) and meet agreed readiness standards
• Decision logic is accurate, measurable, and improved iteratively based on observed performance and stakeholder feedback
Compensation
$60 - $70 per hour
Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.
Benefits
We offer a comprehensive benefits package including medical, dental, vision, life, and disability insurance.
Work Authorization
Work sponsorship is not available for this position. Applicants must be authorized to work in the United States without sponsorship.
Equal Employment Opportunity
We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law
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