Pega Campaign Analyst

TN United Kingdom; Birmingham; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the banking sector is seeking a Pega Campaign Analyst to join their team in Birmingham. This hybrid role focuses on delivering customer service and marketing initiatives, supporting the migration to PEGA CRM, and enhancing customer engagement through data analytics. The ideal candidate will have strong analytical skills, experience with PEGA, and the ability to manage multiple tasks effectively.

Qualifications

• Experience in relevant market/context with PEGA CRM software.
• Strong analytical reasoning skills and attention to detail.
• Excellent oral and written communication skills.

Responsibilities

• Support migration project from SAMS to PEGA platform.
• End to end delivery of campaigns and analytical insights.
• Act as key contact between stakeholders and analytics.

Skills

Analytical reasoning

Attention to detail

Stakeholder management

Communication

Education

Experience with PEGA CRM software

Coding experience with Big Query or SQL

Tools

PEGA CRM

Big Query

Looker

Qlik

Job description

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Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Our Commercial Banking business serves over a million customers across more than 50 markets, ranging from small enterprises focused primarily on their home markets, through to corporates operating across borders. Whether it is working capital, term loans, trade finance or payments and cash management solutions, we provide the tools and expertise that businesses need to thrive. As the cornerstone of the HSBC Group, we give businesses access to a geographic network covering more than 90% of global trade and capital flows.

UK CMB Data & Analytics is building and transforming CMB Banking into a “data-driven” organisation that leads our competitors and inspires our employees. We are building a revolutionary data analytics ecosystem to generate business insights and provide great customer experience from well-managed and trusted data assets.

We are seeking a diligent and proactive person to join our team in the role of Pega Campaign Analyst. You will be responsible for the delivery of Customer Service and Marketing initiatives. Campaign deployment sits under the Customer Value Analytics ( CVA team) within UK Commercial Bank Data and Analytics Office. The team is currently migrating on to PEGA CRM software to enable its campaign delivery function with a future vision of embedding Next-Best-Actions to support front line staff and operational teams. The team enables the Bank to grow, deepen and retain its relationship with customers through insights drawn from customer data. The team identifies sales opportunities, determines how the customers financial relationship is managed and spans the customer lifecycle from acquisition onwards.

Your focus will be to support the migration project from SAMS to the new PEGA platform – the key tasks will include joining working group calls, UAT, production testing, data validation and verification, process documentation and migration of scripts. You will support existing campaign deployment processes and analytics requests in the Product and Segment space. Once PEGA has gone live your key focus will shift back to the campaign team, supporting Product and Segment analytics requests as needed. The team is also in the latter stages of transitioning to GCP and so there will be an opportunity to continue to upskill in use of the Google stack (BQ, Looker, Gemini etc).

Your core responsibilities will include (but are not limited to):

• Translating and articulating complex business requirements into concise instructions
• Acting as the key contact between stakeholders, communications, and analytics
• End to End delivery of campaigns and analytical insights, as appropriate
• Utilising existing PEGA skills to share knowledge and help the team upskill at pace
• Configuring the PEGA rulesets, Interactions, Strategy and Reports, and Next-Best-Action Designer to optimise customer engagement
• Extracting Customer and Product Data according to detailed criteria, refine and deliver via a combination of pro-active channels – Email/SEM, Direct Mail, Branch Sales Leads, Telephone Services, Statement Inserts/Messages and SMS
• Working within an Agile squad to deliver business requirements, with a clear focus on continuous development - share knowledge/best practice with the rest of the team and provide peer to peer feedback, training, quality checks and support
• Continuously adapting to balance and prioritise different demands and requirements from multiple directions and stakeholders
• Proactively identifying risks associated with customer data and campaign selection, ensuring the delivery processes are followed and the risk controls are completed 100% of the time.Take ownership of issues and ensure the appropriate course of action is taken
• Proactively inputting into backlog discussions to prioritise workload against business objectives, adapt to change and identify and solve problems to allow the team to succeed
• Using and analysing complex and incomplete information to make timely decisions
• Bringing structure and order to undefined problems and/or large scale problems, making them easier to address and solve

To be successful in this role you should have:

• Experience working in relevant market/context with experience using PEGA CRM software
• Demonstrable coding experience with Big Query or SQL
• Experience with visualisation tools such as Looker and Qlik would be beneficial
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Consistently achieved objectives set for them and taken action to improve their own performance
• Strong analytical reasoning skills and attention to detail
• Excellent oral and written communication with ability to influence, communicate analysis and recommendations to colleagues at different levels of the organisation
• Excellent Stakeholder management skills, an ability to align expectations
• An ability to manage own time effectively to ensure delivery on multiple tasks
• An ability to work individually but also to collaborate with team members on wider projects.
• Experience of working in or supporting a project environment would be desired

This is a hybrid role based in Birmingham or Swansea.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

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