Optima Partners is a fast‑growing professional services firm helping leading organisations transform customer engagement at the intersection of marketing, technology, and data. As we scale from 80 to 200 people, we’re growing our Customer Strategy & Engagement consulting team.

We work with major brands including Lloyds Banking Group, NatWest, Nationwide, Aviva, Virgin Media O2, BT, Centrica, and GSK.

The Role

We’re looking for a Senior Consultant – Personalisation & Decisioning with 4+ years’ consulting or relevant in‑house experience to help design and deliver personalised, future‑fit customer experiences. You’ll work within project teams to modernise how organisations plan, deliver, and measure customer engagement, shaping 1‑1 customer journeys that drive real business outcomes. A key part of the role is using real‑time decisioning platforms such as Pega Customer Decision Hub (CDH) to design and optimise data‑driven engagement strategies across channels.

What you will be doing

• Building trusted client relationships and support CX transformation programmes

• Designing 1‑1 customer journeys and engagement strategies across channels

• Translating CX strategies into Next‑Best‑Action decisioning frameworks (Pega CDH)

• Supporting configuration of Pega CDH components (decision strategies, engagement policies, triggers)

• Collaborating with data teams to define rules, logic, and data requirements

• Designing and facilitate client workshops and presentations

• Turning research and data into actionable customer insights

• Communicating complex ideas clearly through storytelling and strong presentations

What We’re Looking For

• Background in regulated industries (banking, insurance)

• Experience in customer journey mapping and lifecycle management

• Multi‑channel journey and interaction design experience

• Understanding of CRM, personalisation, and CX measurement

• Exposure to real‑time decisioning / Next‑Best‑Action concepts (ideally Pega CDH) Consulting or agency experience

• Experience with Pega CDH, Adobe, or Salesforce

• Agile delivery experience (e.g. Jira, Confluence, Figma, Miro)

Join Optima Partners to work at the forefront of customer experience and marketing innovation, partnering with leading brands to turn data, technology and design into real‑world personalised engagement at scale while accelerating your own consulting career.

What We Offer

• Competitive salary + bonus up to 15%

• 37 days holiday (incl. Christmas shutdown)

• Private medical insurance, life & income protection

• Pension scheme

• 1,000+ employee perks

• Dedicated learning, training, and certification support