Customer Experience Strategist

16 hours ago

India beBeePega Full time ₹ 1,02,05,300 - ₹ 1,54,76,325
Job Title:

Pega CDH Specialist/Consultant

">Job Description:

We are seeking an experienced professional to join our team as a Consultant Specialist. In this role, you will design, configure and manage Next-Best-Action strategies, decision flows, engagement policies and arbitration rules within the Customer Decision Hub (CDH) framework.

  • Develop and maintain customer journeys, treatments and channels within the CDH framework.
  • Build and optimize adaptive models, predictive models and AI-based decisioning components to improve engagement and conversion.
  • Collaborate with marketing and business teams to align CDH strategies with customer lifecycle goals.
  • Implement real-time container-based decisioning to enable contextual customer engagement across multiple channels.

You will also monitor and tune strategy performance, relevance scores and engagement metrics to improve outcomes, configure audiences, eligibility rules and propositions for targeted personalization, and work with business stakeholders, data scientists and technical teams to define requirements and align CDH use cases.

About You:

To be successful in this role, you should have:

  • 5 years of hands-on experience exclusively in Pega CDH, Customer Decision Hub.
  • Strong understanding of Next-Best-Action Designer, Customer Profile Designer, Engagement Policies and Strategy Designer.
  • Proven experience with adaptive and predictive models, real-time containers and decision strategies.
  • Familiarity with Pega NBAA, Pega Marketing, legacy and Pega Data Flows.

A strong grasp of data models, customer segmentation and marketing KPIs is also required, as well as experience in 1:1 customer engagement, cross-channel personalization and real-time decisioning. Familiarity with AI, ML concepts and marketing analytics tools is beneficial, and experience in banking, telecom, insurance or retail domains using Pega CDH is a plus.

Certification as Certified System Architect and Pega Decisioning Consultant is preferred. Certification as Certified Senior System Architect or Lead System Architect is also preferred.

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