Job Title: Product Owner – Pega Customer Decision Hub
Location: Oldbury – Hybrid – Three Days in Office
Employment Type: Permanent
Hours: Monday-Friday
AA Summary
Think the AA is just about roadside assistance? Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
#LI-EJ1 #LI-Hybrid
This is a pivotal role within the CATHIE Product Ownership team, focused on shaping how we use the Pega Customer Decision Hub (CDH) to drive smarter customer engagement and retention across the AA Road business. You’ll play a hands-on role in delivering and continuously improving a platform that sits at the heart of our customer communications.
Working closely with Retention Strategy and Marketing teams, you’ll turn ideas into action, defining, refining and delivering decisioning and campaign requirements through CDH. Acting as the bridge between Commercial and Technology, you’ll translate business needs into practical platform changes that are delivered efficiently and with confidence.
You’ll take ownership of backlog management, delivery coordination and platform governance, ensuring priorities are clear and changes are implemented to a high standard with the right controls in place. Alongside this, you’ll build strong expertise in CDH, helping stakeholders understand its full potential while identifying opportunities to optimise how we engage with customers.
From outbound campaigns to emails and customer communications, you’ll support decisioning activity across multiple channels, making sure customer journeys are consistent, effective and delivered reliably every time.
- Leading the use of the Pega Customer Decision Hub (CDH) platform to support retention and customer communications across multiple channels
- Managing and prioritising the CDH backlog, ensuring requirements are clearly defined, documented and tracked
- Translating business needs into clear user stories, working closely with Retention Strategy and Marketing teams
- Coordinating end-to-end delivery of platform changes, from initial requirement through to release and validation
- Collaborating with Commercial and Technology teams to ensure smooth, effective and timely implementation
- Ensuring robust governance, documentation and change control for all CDH developments
- Monitoring platform performance, risks and incidents, supporting investigation and continuous improvement
- Optimising use of CDH capabilities by identifying opportunities to enhance decisioning and customer engagement
- Supporting consistent delivery of customer journeys across campaigns, email and communications
- Contributing to cross-platform initiatives, working alongside wider Product Ownership teams
- Experience with Pega Customer Decision Hub (CDH) or similar decisioning or marketing technology platforms
- Ability to translate business requirements into clear, deliverable system or platform changes
- Knowledge of backlog management using tools such as Jira, Confluence or similar
- Confidence working collaboratively with business stakeholders and technical teams
- Strong organisational skills with the ability to manage multiple priorities and workstreams
- Experience supporting live platforms, including incident, defect and change management
- Understanding of regulated environments such as financial services or insurance (desirable)
- Awareness of regulatory considerations, including Consumer Duty (desirable)
- Familiarity with decisioning concepts such as strategies, treatments or engagement policies (desirable)
- Proactive approach to problem-solving and continuous improvement
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
- 25 days annual leave plus bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
