Pega Campaign Analyst

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling business to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and ambitions.

We are seeking an experienced and competent person to join this team in the role of Pega Campaign  Analyst.

The role of Pega Campaign Analyst 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 it’s 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 can be managed and spans the customer lifecycle from acquisition onwards.

Joining a small established team, the core focus of the role upon joining will be working to supporting on 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. Around the project you would be expected to 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 the opportunity will be provided to continue to upskill in use of the Google stack (BQ, Looker, Gemini etc…). 

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

Your Core responsibilities will include:

• Being able to translate and articulate 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.
• Utilise existing PEGA skills to share knowledge and help the team upskill at pace
• Configure 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.
• Work 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 adapt to balance and prioritise different demands and requirements from multiple directions and stakeholders
• Proactively identify risk 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 input into backlog discussions to prioritise workload against business objectives, adapt to change and identify and solve problems to allow the team to succeed.
• Grasp complex and incomplete information to make timely decisions
• Bring structure and order to undefined problems and/or large scale problems, making them easier to address and solve

The ideal candidate for this role will have:

• Experience working in relevant market/context with experience using PEGA CDH software (version 23+)
• 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 & attention to detail.
• Excellent oral & written communication with ability to influence, communicate analysis and recommendations to colleagues at different levels of the organization.
• Excellent Stakeholder management skills, ability to align expectations.
• Ability to manage own time effectively to ensure delivery on multiple tasks.
• 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.

Opening up a world of opportunity

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.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500