PEGA CDH Specialist Consultant Specialist

Job Description

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.

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 businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Consultant Specialist

In this role, you will:

• Design, configure, and manage Next-Best-Action strategies, decision flows, engagement policies, and arbitration rules.
• 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 (web, mobile, contact center, etc.).
• Monitor and tune strategy performance, relevance scores, and engagement metrics to improve outcomes. Configure audiences, eligibility rules, and propositions for targeted personalization.
• Work with business stakeholders, data scientists, and technical teams to define requirements and align CDH use cases. Integrate Pega CDH with CRM, marketing platforms, data lakes, and external APIs for real-time and batch data flows.
• Leverage customer profiles, behavior, and intent signals to drive dynamic engagement strategies. Continuously improve decisioning logic and model performance based on business results and A/B testing insights.
• Stay updated on Pega CDH product updates and roadmap, bringing new features and innovations into play. Ensure solutions follow Pega best practices, guardrails, and governance standards.
  
  

Requirements

To be successful in this role, you should meet the following requirements:

• 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. Strong grasp of data models, customer segmentation, and marketing KPIs.
• Experience in 1:1 customer engagement, cross-channel personalization, and real-time decisioning.
• Ability to work with SQL, JSON/XML, APIs, and data integration techniques. Familiarity with AI/ML concepts and marketing analytics tools is beneficial
• 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 preferred.
  
  

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSDI

---