Infinity
Manchester, Lancashire
Location: Flexible: Reigate or Manchester area Job type: Full time Working Pattern: Hybrid 4.5 day working week (Half day Fridays) About Infinity We are building the next generation of call intelligence and AI-driven insight platforms. Over the next three years, our focus is on evolving from a strong analytics foundation into an outcome-driven, API-first platform that embeds intelligence directly into customer workflows. This is an opportunity to join us at a pivotal stage. You'll help shape both how we build and what we build, working on systems that process high-volume, high-value data and increasingly leverage AI and automation to deliver measurable customer and business outcomes. We value pragmatic engineering, clear thinking, and continuous learning. Our teams are small, autonomous, and outcome-focused, with a strong emphasis on quality, ownership, and collaboration. We are entering our next growth phase - investing in AI-powered platform scalability, operational excellence and maturity, and cost-efficient growth to support our long-term strategy and enterprise ambitions. The Role As Head of DevOps, you will lead Infinity's cloud, infrastructure, and platform reliability functions, ensuring that our systems are secure, scalable, observable, and continuously deployable. You will shape and execute the DevOps and Platform Engineering strategy, enabling high-velocity software delivery with best-in-class automation, observability, and DORA-driven performance metrics. Reporting to the CTO, you will manage a small but high-impact team of two DevOps/SRE Engineers, working closely with the other teams within the Product & Engineering (P&E) organisation to build the next-generation operational foundation for Infinity's AI-driven SaaS platform. About You This should include the 4 to 5 key Infinity behaviours needed for the role eg: To succeed in Infinity and this role you need to be able to work smart, hard and with a positive energy. You work at pace always looking for ways to improve things and with an eye on the results. You are a creative thinker who dares to do things differently. Being a team player is essential. In Infinity that means being open, honest, consistent and fair and contributing to a sense of purpose and positive team morale. Key Responsibilities Strategy & Leadership Define and execute Infinity's DevOps and Platform Engineering roadmap aligned with product and engineering strategy. Lead and mentor two DevOps/SRE Engineers, developing a culture of automation, reliability, and continuous improvement. Drive adoption of DORA metrics (Deployment Frequency, Lead Time for Change, MTTR, Change Failure Rate) as core operational KPIs. Partner with the Head of Engineering and CTO to set and deliver uptime, scalability, and efficiency objectives. Infrastructure & Cloud Management Own the design, governance, and optimisation of AWS-based infrastructure, ensuring scalability, cost efficiency, and resilience. Champion Infrastructure as Code (IaC) using Terraform and Puppet for environment provisioning, configuration, and compliance automation. Lead the management and optimisation of serverless and event-driven architectures, leveraging AWS Lambda, API Gateway, and related services. Oversee cloud cost management, performance tuning, and disaster recovery planning. CI/CD & Automation Oversee the design and continuous improvement of CI/CD pipelines (GitHub Actions) to ensure rapid, low-risk deployments. Embed automated testing, code quality gates, and policy-as-code enforcement. Implement progressive delivery techniques such as blue/green and canary deployments to reduce risk. Integrate DevSecOps practices, automating security scanning, dependency management, and compliance checks. Observability, Reliability & Incident Management Establish and maintain platform-wide observability through dashboards, alerts, SLOs, SLIs, and SLAs. Use modern observability stacks (e.g. Prometheus, Grafana, Datadog, ELK) for proactive monitoring and root cause analysis. Lead post-incident reviews and ensure continuous improvement through robust RCA and feedback loops. Own and report on service reliability metrics (availability, latency, throughput, error rates) to leadership. Security, Compliance & Governance Ensure DevOps practices uphold ISO 27001, PCI-DSS, GDPR, and other relevant compliance standards. Oversee secrets management, identity and access controls, and vulnerability scanning across environments. Partner with the Head of Engineering to ensure continuous compliance and audit readiness. Embed DevSecOps principles to automate compliance validation and shift security left in the development lifecycle. Collaboration & Reporting Collaborate with the other teams within the P&E organisation, including Product, Solutions, Data, Engineering and Quality, to ensure smooth integration between development, deployment, and operations. Provide regular operational reports on uptime, incident performance, DORA metrics, and infrastructure efficiency. Work closely with the Head of Engineering on roadmap alignment, capacity planning, and continuous improvement initiatives. Key Competencies & Experience 7+ years' experience in DevOps, SRE, or infrastructure roles, including 3+ years in a leadership or senior technical capacity. Proven expertise in AWS (Lambda, EC2, RDS, S3, CloudWatch, Route53) and IaC (Terraform, Puppet, or Pulumi). Strong knowledge of CI/CD tooling, observability stacks, and cloud security best practices. Demonstrated experience applying DORA metrics and improving delivery performance. Deep understanding of network security, identity management, and compliance frameworks (ISO 27001, PCI-DSS, SOC2, GDPR). Excellent collaboration, communication, and problem-solving skills, with a mindset for automation and continuous improvement. Desirable Experience supporting AI/ML or real-time analytics workloads. AWS Certified DevOps Engineer, or equivalent certification. Experience within MarTech, call-tracking, or voice analytics SaaS environments. Prior involvement in ISO 27001 and PCI-DSS certification or audit evidence processes. Benefits you can enjoy 4.5 day working week (Half day every Friday- 1pm finish) 25 days holiday (with the option to buy up to an additional 5 days per year) Private single medical insurance Employee Assistance Programme Life Assurance (4x Salary) Enhanced Maternity and Paternity Pay Tech Scheme Loan (of up to £2,000 per year) Ride to Work Scheme Season Ticket Loan Dedicated annual company and team social budget At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you
Location: Flexible: Reigate or Manchester area Job type: Full time Working Pattern: Hybrid 4.5 day working week (Half day Fridays) About Infinity We are building the next generation of call intelligence and AI-driven insight platforms. Over the next three years, our focus is on evolving from a strong analytics foundation into an outcome-driven, API-first platform that embeds intelligence directly into customer workflows. This is an opportunity to join us at a pivotal stage. You'll help shape both how we build and what we build, working on systems that process high-volume, high-value data and increasingly leverage AI and automation to deliver measurable customer and business outcomes. We value pragmatic engineering, clear thinking, and continuous learning. Our teams are small, autonomous, and outcome-focused, with a strong emphasis on quality, ownership, and collaboration. We are entering our next growth phase - investing in AI-powered platform scalability, operational excellence and maturity, and cost-efficient growth to support our long-term strategy and enterprise ambitions. The Role As Head of DevOps, you will lead Infinity's cloud, infrastructure, and platform reliability functions, ensuring that our systems are secure, scalable, observable, and continuously deployable. You will shape and execute the DevOps and Platform Engineering strategy, enabling high-velocity software delivery with best-in-class automation, observability, and DORA-driven performance metrics. Reporting to the CTO, you will manage a small but high-impact team of two DevOps/SRE Engineers, working closely with the other teams within the Product & Engineering (P&E) organisation to build the next-generation operational foundation for Infinity's AI-driven SaaS platform. About You This should include the 4 to 5 key Infinity behaviours needed for the role eg: To succeed in Infinity and this role you need to be able to work smart, hard and with a positive energy. You work at pace always looking for ways to improve things and with an eye on the results. You are a creative thinker who dares to do things differently. Being a team player is essential. In Infinity that means being open, honest, consistent and fair and contributing to a sense of purpose and positive team morale. Key Responsibilities Strategy & Leadership Define and execute Infinity's DevOps and Platform Engineering roadmap aligned with product and engineering strategy. Lead and mentor two DevOps/SRE Engineers, developing a culture of automation, reliability, and continuous improvement. Drive adoption of DORA metrics (Deployment Frequency, Lead Time for Change, MTTR, Change Failure Rate) as core operational KPIs. Partner with the Head of Engineering and CTO to set and deliver uptime, scalability, and efficiency objectives. Infrastructure & Cloud Management Own the design, governance, and optimisation of AWS-based infrastructure, ensuring scalability, cost efficiency, and resilience. Champion Infrastructure as Code (IaC) using Terraform and Puppet for environment provisioning, configuration, and compliance automation. Lead the management and optimisation of serverless and event-driven architectures, leveraging AWS Lambda, API Gateway, and related services. Oversee cloud cost management, performance tuning, and disaster recovery planning. CI/CD & Automation Oversee the design and continuous improvement of CI/CD pipelines (GitHub Actions) to ensure rapid, low-risk deployments. Embed automated testing, code quality gates, and policy-as-code enforcement. Implement progressive delivery techniques such as blue/green and canary deployments to reduce risk. Integrate DevSecOps practices, automating security scanning, dependency management, and compliance checks. Observability, Reliability & Incident Management Establish and maintain platform-wide observability through dashboards, alerts, SLOs, SLIs, and SLAs. Use modern observability stacks (e.g. Prometheus, Grafana, Datadog, ELK) for proactive monitoring and root cause analysis. Lead post-incident reviews and ensure continuous improvement through robust RCA and feedback loops. Own and report on service reliability metrics (availability, latency, throughput, error rates) to leadership. Security, Compliance & Governance Ensure DevOps practices uphold ISO 27001, PCI-DSS, GDPR, and other relevant compliance standards. Oversee secrets management, identity and access controls, and vulnerability scanning across environments. Partner with the Head of Engineering to ensure continuous compliance and audit readiness. Embed DevSecOps principles to automate compliance validation and shift security left in the development lifecycle. Collaboration & Reporting Collaborate with the other teams within the P&E organisation, including Product, Solutions, Data, Engineering and Quality, to ensure smooth integration between development, deployment, and operations. Provide regular operational reports on uptime, incident performance, DORA metrics, and infrastructure efficiency. Work closely with the Head of Engineering on roadmap alignment, capacity planning, and continuous improvement initiatives. Key Competencies & Experience 7+ years' experience in DevOps, SRE, or infrastructure roles, including 3+ years in a leadership or senior technical capacity. Proven expertise in AWS (Lambda, EC2, RDS, S3, CloudWatch, Route53) and IaC (Terraform, Puppet, or Pulumi). Strong knowledge of CI/CD tooling, observability stacks, and cloud security best practices. Demonstrated experience applying DORA metrics and improving delivery performance. Deep understanding of network security, identity management, and compliance frameworks (ISO 27001, PCI-DSS, SOC2, GDPR). Excellent collaboration, communication, and problem-solving skills, with a mindset for automation and continuous improvement. Desirable Experience supporting AI/ML or real-time analytics workloads. AWS Certified DevOps Engineer, or equivalent certification. Experience within MarTech, call-tracking, or voice analytics SaaS environments. Prior involvement in ISO 27001 and PCI-DSS certification or audit evidence processes. Benefits you can enjoy 4.5 day working week (Half day every Friday- 1pm finish) 25 days holiday (with the option to buy up to an additional 5 days per year) Private single medical insurance Employee Assistance Programme Life Assurance (4x Salary) Enhanced Maternity and Paternity Pay Tech Scheme Loan (of up to £2,000 per year) Ride to Work Scheme Season Ticket Loan Dedicated annual company and team social budget At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application. At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you
Jagex Ltd
Cambridge, Cambridgeshire
Overview Location: Cambridge, UK - Hybrid (This position can accommodate flexible working options. However, candidates must be able to work onsite at our Cambridge office as required.) We're looking for a Director of Data Products to lead the architecture, engineering and governance of scalable data platforms across Jagex. This is a strategic leadership role responsible for transforming raw operational data into trusted, accessible data products that enable analytics, support real-time systems and unlock AI use cases across the business. Leading a team of Data Engineers within our Data & Insights function, you'll shape the platform strategy that underpins insight, intelligence and integrity across Jagex - ensuring we build for scale, reliability and the future. What you'll be doing Data Architecture and Engineering Leadership Design and evolve Jagex's analytical data platform to support scale, reliability and extensibility across games, subscriptions and commercial models Transform raw operational data into trusted, well-documented, accessible data products used across the company Embed "data-by-design" principles across technology and product teams to solve issues at source Evaluate technologies and vendors to ensure scalable, cost-effective platform decisions Partner closely with BI and Data Science teams to ensure efficient transformation for dashboards and models Integrate the analytical platform into wider tech transformations across martech, fintech and game tech DataOps, Governance and Quality Lead DataOps initiatives to improve quality, reliability, observability and process robustness Champion governance, privacy and security best practices across the organisation Represent Data & Insights in governance forums and ensure regulatory compliance Drive a culture where data accuracy, completeness and timeliness are non-negotiable Evolve Data Engineering from operational processing to strategic enablement of decision-making AI Enablement and Team Leadership Build the foundations for AI/ML at scale - feature stores, model repositories, deployment frameworks and ML Ops governance Support productionisation of AI and machine learning initiatives across the business Lead implementation of real-time anti-cheat and fraud detection systems to protect game integrity Balance transformation delivery with business-critical operational requirements Mentor and develop engineers and cross-functional teams, fostering best-in-class technical practices What we're looking for We're seeking a strategic data leader who combines architectural vision with delivery discipline. You'll have experience building scalable data platforms in transformation environments, with the foresight to design for long-term reliability; not just short-term fixes. You'll bring: Deep experience in modern data engineering (ETL/ELT, pipelines, real-time streaming) Strong DataOps expertise (monitoring, quality metrics, remediation across source systems) Experience productionising AI/ML solutions at scale Platform and architecture strategy experience (cloud or hybrid environments) Governance, security and compliance leadership Experience in real-time systems (anti-cheat, fraud detection or similar) Background supporting analytics-driven business teams Experience in large-scale, consumer digital environments (gaming, fintech, streaming, e-commerce, adtech) Gaming experience - particularly telemetry and player engagement - is advantageous but not essential. Most importantly, you are an enabler: someone who empowers teams with trusted data, enables intelligent systems, and protects player experience through scalable architecture. What we offer Private Healthcare, including Dental Plan Minimum 6% Pension contributions Life Insurance Discretionary annual performance bonus Enhanced family leave policies from day 1 Flexible working hours 25 days annual leave + Bank holidays & the option to buy/sell holidays About Jagex We are Jagex: The RuneScape Company - home to one of gaming's most enduring success stories. We create deep, community-powered games with worlds that evolve, inspire, and endure. Our flagship MMORPG franchise, RuneScape has welcomed over 300 million player accounts, inspiring generations of players across PC and mobile for 25 years. As we begin our 26th year, we are accelerating our strategy to expand RuneScape into a broader ecosystem of forever games and connected experiences, grounded in a renewed commitment to integrity and fair play. This includes the reduction of monetisation mechanics, as well as the launch of RuneScape: DragonWilds into Steam Early Access in 2025 representing a major step in building a multi-genre future for the RuneScape universe. We remain focused on building enduring worlds, empowering player-led innovation, and laying the foundations for the boldest era in RuneScape's history. For more information, visit . Headquartered in Cambridge, United Kingdom, we are home to passionate creators, storytellers, engineers, and even a few dreamers, all united by a single mission to shape the future of online worlds and empower players to make them their own. We're looking for people to join us who share our ambitions and values. We foster an inclusive workplace built on trust, autonomy, and a shared passion for creating experiences which inspire our communities. Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; We Honour our Vows by being honest and transparent; We are our Customers' Heroes by striving to understand our team and player needs, and We Seize The Day by making the most of every opportunity. Join us. The next era of RuneScape - and the next chapter of Jagex: The RuneScape Company - starts now. We are committed to providing equal opportunities and creating an environment where everyone can thrive. We welcome applications from all backgrounds, and we recruit, develop, and promote based on merit and ability. If you require any reasonable adjustments to support you during the recruitment process, please let us know when you're invited to interview.
Overview Location: Cambridge, UK - Hybrid (This position can accommodate flexible working options. However, candidates must be able to work onsite at our Cambridge office as required.) We're looking for a Director of Data Products to lead the architecture, engineering and governance of scalable data platforms across Jagex. This is a strategic leadership role responsible for transforming raw operational data into trusted, accessible data products that enable analytics, support real-time systems and unlock AI use cases across the business. Leading a team of Data Engineers within our Data & Insights function, you'll shape the platform strategy that underpins insight, intelligence and integrity across Jagex - ensuring we build for scale, reliability and the future. What you'll be doing Data Architecture and Engineering Leadership Design and evolve Jagex's analytical data platform to support scale, reliability and extensibility across games, subscriptions and commercial models Transform raw operational data into trusted, well-documented, accessible data products used across the company Embed "data-by-design" principles across technology and product teams to solve issues at source Evaluate technologies and vendors to ensure scalable, cost-effective platform decisions Partner closely with BI and Data Science teams to ensure efficient transformation for dashboards and models Integrate the analytical platform into wider tech transformations across martech, fintech and game tech DataOps, Governance and Quality Lead DataOps initiatives to improve quality, reliability, observability and process robustness Champion governance, privacy and security best practices across the organisation Represent Data & Insights in governance forums and ensure regulatory compliance Drive a culture where data accuracy, completeness and timeliness are non-negotiable Evolve Data Engineering from operational processing to strategic enablement of decision-making AI Enablement and Team Leadership Build the foundations for AI/ML at scale - feature stores, model repositories, deployment frameworks and ML Ops governance Support productionisation of AI and machine learning initiatives across the business Lead implementation of real-time anti-cheat and fraud detection systems to protect game integrity Balance transformation delivery with business-critical operational requirements Mentor and develop engineers and cross-functional teams, fostering best-in-class technical practices What we're looking for We're seeking a strategic data leader who combines architectural vision with delivery discipline. You'll have experience building scalable data platforms in transformation environments, with the foresight to design for long-term reliability; not just short-term fixes. You'll bring: Deep experience in modern data engineering (ETL/ELT, pipelines, real-time streaming) Strong DataOps expertise (monitoring, quality metrics, remediation across source systems) Experience productionising AI/ML solutions at scale Platform and architecture strategy experience (cloud or hybrid environments) Governance, security and compliance leadership Experience in real-time systems (anti-cheat, fraud detection or similar) Background supporting analytics-driven business teams Experience in large-scale, consumer digital environments (gaming, fintech, streaming, e-commerce, adtech) Gaming experience - particularly telemetry and player engagement - is advantageous but not essential. Most importantly, you are an enabler: someone who empowers teams with trusted data, enables intelligent systems, and protects player experience through scalable architecture. What we offer Private Healthcare, including Dental Plan Minimum 6% Pension contributions Life Insurance Discretionary annual performance bonus Enhanced family leave policies from day 1 Flexible working hours 25 days annual leave + Bank holidays & the option to buy/sell holidays About Jagex We are Jagex: The RuneScape Company - home to one of gaming's most enduring success stories. We create deep, community-powered games with worlds that evolve, inspire, and endure. Our flagship MMORPG franchise, RuneScape has welcomed over 300 million player accounts, inspiring generations of players across PC and mobile for 25 years. As we begin our 26th year, we are accelerating our strategy to expand RuneScape into a broader ecosystem of forever games and connected experiences, grounded in a renewed commitment to integrity and fair play. This includes the reduction of monetisation mechanics, as well as the launch of RuneScape: DragonWilds into Steam Early Access in 2025 representing a major step in building a multi-genre future for the RuneScape universe. We remain focused on building enduring worlds, empowering player-led innovation, and laying the foundations for the boldest era in RuneScape's history. For more information, visit . Headquartered in Cambridge, United Kingdom, we are home to passionate creators, storytellers, engineers, and even a few dreamers, all united by a single mission to shape the future of online worlds and empower players to make them their own. We're looking for people to join us who share our ambitions and values. We foster an inclusive workplace built on trust, autonomy, and a shared passion for creating experiences which inspire our communities. Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; We Honour our Vows by being honest and transparent; We are our Customers' Heroes by striving to understand our team and player needs, and We Seize The Day by making the most of every opportunity. Join us. The next era of RuneScape - and the next chapter of Jagex: The RuneScape Company - starts now. We are committed to providing equal opportunities and creating an environment where everyone can thrive. We welcome applications from all backgrounds, and we recruit, develop, and promote based on merit and ability. If you require any reasonable adjustments to support you during the recruitment process, please let us know when you're invited to interview.
Optima Partners
Edinburgh, Midlothian
Principal Consultant - CRM & Next-Best-Action Decisioning The Role We're looking for a Principal Consultant specialising in CRM & Next-Best-Action Decisioning (NBA) to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 4+ years' consulting or relevant in house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience. As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future fit customer engagement strategies, martech roadmaps, and marketing ops models, that drive real business outcomes and deliver more personalised and effective customer experiences. This a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer centric marketing with some of the UK's most ambitious and well known brands. Key Responsibilities Shape and own enterprise-level customer engagement and NBA strategies that connect marketing, data, and technology to deliver business growth and customer value. Set the strategic direction for client maturity progression - architecting the roadmap from campaign based engagement to fully autonomous, real time decisioning ecosystems. Define the vision and guardrails for the use of AI, adaptive models, and contextual data - ensuring responsible, value driven application of advanced NBA capabilities. Oversee translation of business strategy into decisioning blueprints, prioritised use cases, and measurable success outcomes across multiple channels and lifecycle stages. Influence data and martech strategies to ensure readiness, integration, and scalability of NBA capability within the client's ecosystem. Establish enterprise measurement frameworks that quantify customer and commercial impact, embedding experimentation and continuous optimisation as business as usual. Govern experimentation and value measurement across programmes, ensuring rigour, comparability, and clear executive storytelling of performance and ROI. Articulate and simplify complex decisioning concepts for senior stakeholders, influencing investment and operating model decisions. Design and embed governance and operating models that enable sustainable NBA management, continuous learning, and cross functional alignment. Lead and mentor multi disciplinary teams, developing consultants and client practitioners to build enduring NBA capability. Develop and evolve Optima's intellectual property, accelerators, and methodologies that enhance market differentiation and delivery excellence in NBA decisioning. Act as a senior client partner, trusted advisor, and thought leader across accounts and industry forums, shaping the future direction of data driven engagement. Skills & Experience Essential 8+ years' experience delivering data driven marketing, CRM, or decisioning initiatives at a consultancy, agency or relevant industry role. Experience with technical configuration or integration of NBA/CRM platforms, including understanding of data pipelines, APIs, and workflow automation. Proven ability to shape and lead large scale decisioning transformation programmes from strategy to deployment. Demonstrated experience defining NBA operating models, governance, and measurement frameworks. Skilled at advising senior stakeholders on how to scale NBA and AI driven engagement. Leads teams of consultants and client personnel to design and implement NBA frameworks. Expertise in arbitration design, decision strategies, and business prioritisation. Shapes roadmaps and maturity progression - guiding clients from campaigns to always on NBA decisioning. Strong client relationship and delivery management experience across complex, multi stakeholder environments. Coaches and mentors teams to build client capability and adoption. Highly proficient in Microsoft PowerPoint and Excel. Desirable Deep expertise in decisioning platforms, e.g. Pega CDH, Adobe Experience Platform. Hands on experience architecting multi channel, real time engagement ecosystems. Thought leadership contributions, e.g. white papers, conference talks, capability development. Proven experience leading cross market or global deployments. Deep understanding of adaptive analytics, model governance, and responsible AI. Experience integrating NBA with CRM, DMP, CDP, and channel orchestration tools. Experience embedding test and learn frameworks and ROI measurement in decisioning programmes. Acts as practice or capability lead, defining standards and accelerators for reuse. Experience in regulated industries with complex governance needs, e.g. banking, insurance, telecoms. The Team You'll be part of Optima's Customer Strategy & Engagement service line; a dynamic group of strategists who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You'll collaborate closely with colleagues across other services lines, including Growth, Delivery Office, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London or Bristol. The Company Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go to challenger consultancy for AI driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London, Aviva, Ovo Energy, The AA, and more. Our approach is hands on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients, so our work doesn't just advise but delivers impact in practice. For those joining us now, it's an especially exciting time - we're scaling fast and building the next chapter of our growth story. Ready to lead the next wave of marketing transformation? We'd love to hear from you.
Principal Consultant - CRM & Next-Best-Action Decisioning The Role We're looking for a Principal Consultant specialising in CRM & Next-Best-Action Decisioning (NBA) to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 4+ years' consulting or relevant in house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience. As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future fit customer engagement strategies, martech roadmaps, and marketing ops models, that drive real business outcomes and deliver more personalised and effective customer experiences. This a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer centric marketing with some of the UK's most ambitious and well known brands. Key Responsibilities Shape and own enterprise-level customer engagement and NBA strategies that connect marketing, data, and technology to deliver business growth and customer value. Set the strategic direction for client maturity progression - architecting the roadmap from campaign based engagement to fully autonomous, real time decisioning ecosystems. Define the vision and guardrails for the use of AI, adaptive models, and contextual data - ensuring responsible, value driven application of advanced NBA capabilities. Oversee translation of business strategy into decisioning blueprints, prioritised use cases, and measurable success outcomes across multiple channels and lifecycle stages. Influence data and martech strategies to ensure readiness, integration, and scalability of NBA capability within the client's ecosystem. Establish enterprise measurement frameworks that quantify customer and commercial impact, embedding experimentation and continuous optimisation as business as usual. Govern experimentation and value measurement across programmes, ensuring rigour, comparability, and clear executive storytelling of performance and ROI. Articulate and simplify complex decisioning concepts for senior stakeholders, influencing investment and operating model decisions. Design and embed governance and operating models that enable sustainable NBA management, continuous learning, and cross functional alignment. Lead and mentor multi disciplinary teams, developing consultants and client practitioners to build enduring NBA capability. Develop and evolve Optima's intellectual property, accelerators, and methodologies that enhance market differentiation and delivery excellence in NBA decisioning. Act as a senior client partner, trusted advisor, and thought leader across accounts and industry forums, shaping the future direction of data driven engagement. Skills & Experience Essential 8+ years' experience delivering data driven marketing, CRM, or decisioning initiatives at a consultancy, agency or relevant industry role. Experience with technical configuration or integration of NBA/CRM platforms, including understanding of data pipelines, APIs, and workflow automation. Proven ability to shape and lead large scale decisioning transformation programmes from strategy to deployment. Demonstrated experience defining NBA operating models, governance, and measurement frameworks. Skilled at advising senior stakeholders on how to scale NBA and AI driven engagement. Leads teams of consultants and client personnel to design and implement NBA frameworks. Expertise in arbitration design, decision strategies, and business prioritisation. Shapes roadmaps and maturity progression - guiding clients from campaigns to always on NBA decisioning. Strong client relationship and delivery management experience across complex, multi stakeholder environments. Coaches and mentors teams to build client capability and adoption. Highly proficient in Microsoft PowerPoint and Excel. Desirable Deep expertise in decisioning platforms, e.g. Pega CDH, Adobe Experience Platform. Hands on experience architecting multi channel, real time engagement ecosystems. Thought leadership contributions, e.g. white papers, conference talks, capability development. Proven experience leading cross market or global deployments. Deep understanding of adaptive analytics, model governance, and responsible AI. Experience integrating NBA with CRM, DMP, CDP, and channel orchestration tools. Experience embedding test and learn frameworks and ROI measurement in decisioning programmes. Acts as practice or capability lead, defining standards and accelerators for reuse. Experience in regulated industries with complex governance needs, e.g. banking, insurance, telecoms. The Team You'll be part of Optima's Customer Strategy & Engagement service line; a dynamic group of strategists who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You'll collaborate closely with colleagues across other services lines, including Growth, Delivery Office, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London or Bristol. The Company Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go to challenger consultancy for AI driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London, Aviva, Ovo Energy, The AA, and more. Our approach is hands on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients, so our work doesn't just advise but delivers impact in practice. For those joining us now, it's an especially exciting time - we're scaling fast and building the next chapter of our growth story. Ready to lead the next wave of marketing transformation? We'd love to hear from you.