We are seeking an experienced and highly motivated Pega Customer Decisioning Hub (CDH) Specialist to join our Customer Lifecycle Management (CLM) team. In this role, you will be responsible for designing, developing, implementing, and optimizing Next Best Action (NBA) strategies using the Pega CDH platform. You will collaborate closely with business stakeholders, analysts, data scientists, and cross-functional squads to deliver highly personalized customer experiences that drive engagement and business outcomes.

The ideal candidate will possess strong hands-on expertise with Pega CDH, excellent analytical capabilities, and a passion for leveraging data-driven decisioning to enhance customer journeys.

Key Responsibilities

- Work within a Customer Lifecycle Management (CLM) squad to understand business objectives and technical requirements for Next Best Action (NBA) initiatives.
- Design, develop, configure, and execute NBA strategies using the Pega Customer Decisioning Hub (CDH) platform.
- Create and manage actions, treatments, engagement policies, arbitration rules, taxonomy structures, and decisioning strategies within Pega CDH.
- Implement and enhance content, treatments, and decision rules across current and existing NBA frameworks.
- Collaborate with NBA Analysts and business stakeholders to translate business requirements into scalable technical solutions.
- Design and execute A/B testing and multivariate testing initiatives to measure and optimize campaign and decisioning performance.
- Partner with Data Science and Insights teams to analyze customer and campaign data,



identify opportunities, and improve decision strategies.
- Support testing, quality assurance (QA), business simulations, and production deployments to ensure successful delivery of NBA solutions.
- Monitor, maintain, and optimize decision strategies to improve customer engagement, conversion, and business outcomes.
- Act as a Subject Matter Expert (SME) for Pega CDH, promoting best practices, platform capabilities, and knowledge sharing across teams.
- Contribute to a collaborative, innovative, and high-performing team culture focused on continuous improvement.

Required Qualifications
- Bachelor's degree in Business, Marketing, Information Technology, Mathematics, Finance, Information Systems, or a related discipline.
- Extensive hands-on experience with Pega Customer Decisioning Hub (CDH), preferably version 8.23 or at minimum 8.7+.
- Strong experience with Pega 1:1 Operations Manager.
- Proven experience building and managing Next Best Action (NBA) and customer decisioning strategies.
- Strong understanding of customer engagement policies, arbitration, adaptive decisioning, and personalization frameworks.




- Experience designing and executing A/B testing and optimization programs.
- Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.
- Excellent stakeholder management, communication, and collaboration skills.
- Experience working within agile cross-functional teams.

Preferred Qualifications
- Knowledge and hands-on experience with Pega Strategy Framework for NBAD (Next Best Action Designer).
- Strong SQL skills with experience querying and analyzing large datasets.
- Good understanding of relational database concepts; experience with Teradata is highly desirable.
- Familiarity with decisioning analytics, machine learning-driven personalization, and customer journey optimization.
- Experience working in customer lifecycle management, marketing technology (MarTech), CRM, or decisioning environments.

Compliance & Governance
- Strong understanding of regulatory and compliance requirements related to direct marketing and customer communications.
- Experience working within legislative frameworks including:Privacy Act
- Spam Act
- Do Not Call Register (DNCR) Act
- Other relevant customer marketing and data privacy regulations

Key Competencies
- Pega CDH / Customer Decisioning
- Next Best Action (NBA) Strategy Design
- Adaptive Decisioning & Personalization
- A/B Testing & Optimization
- SQL & Data Analysis
- Stakeholder Management
- Agile Delivery
- Problem Solving & Critical Thinking
- Customer Lifecycle Management (CLM)
- Marketing Technology (MarTech)

📌 Pega - NBA Designer (Sydney)
🏢 N2S.Global
📍 Sydney