5 Call / Contact Centres jobs in Sheffield

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 Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients. Under the Digital First strategy, Wealth & Personal Banking UK is moving from a data-rich to data-driven organisation; the Data and Analytics department are central to this transformation. The department delivers data analytics, machine learning (ML) and management information which are used to measure, automate and improve the performance of the business. The Lead Decisioning Architect - Pega role sits within the Data and Messaging Team, within Customer, supporting HSBC UK (HSBC, first direct and M&S Bank.) 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. In this role you will:

• Be responsible for supporting all UK Pega instances within the UK CRM Systems Team. Act as architect and implement comprehensive decision strategies that drive customer interactions across all channels.
• Configure the Next-Best-Action Designer to optimise customer engagement through personalised experiences. Ensure the delivered Pega CDH (Customer Decision Hub) solution matches business requirements.
• Operate at a broad technical level in all phases of the application systems project life cycle. Must be able business knowledge and technical skills to systems development.
• Be involved in design/development of new channels roll out, perform comparative analysis of channel performance, and identify areas of enhance commercialisation/new opportunities.
• Collaborate with business stakeholders to translate requirements into effective decisioning solutions. Interact with business/Enterprise Architects, gather requirements and translate them into strategy design.
To be successful in this role you should meet the following requirements:
• Sound experience with the Pega Platform is essential. Must have experience in enterprise software implementation. Prior experience with Pega Customer Decision Hub or Decision Management is critical.
• Demonstrated experience leading complex decisioning implementation projects. A deep understanding of CRM, contact strategy, customer life cycle is vital.
• Relevant experience in analysis, requirement gathering, design and development of decisioning based application systems.
• Knowledge of campaign management life cycle (design, development, execution, tracking, post campaign analysis) is highly desired.
• Excellent written and verbal communication skills. Proven ability to develop and effectively communicate complex concepts and ideas in business terms to peers and management and ability to influence others
This is a hybrid working role with the base location as either Birmingham, Sheffield, Chester & Leeds. 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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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 have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk: Email: hsbc.recruitmenthsbc Telephone: +44 207 832 8500


• Sound experience with the Pega Platform is essential. Must have experience in enterprise software implementation. Prior experience with Pega Customer Decision Hub or Decision Management is critical.
• Demonstrated experience leading complex decisioning implementation projects. A deep understanding of CRM, contact strategy, customer life cycle is vital.
• Relevant experience in analysis, requirement gathering, design and development of decisioning based application systems.
• Knowledge of campaign management life cycle (design, development, execution, tracking, post campaign analysis) is highly desired.
• Excellent written and verbal communication skills. Proven ability to develop and effectively communicate complex concepts and ideas in business terms to peers and management and ability to influence others
  
  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.