Building your business operations team

The goal of the business operations team is to bring agility to your change management so your organization can achieve excellence in one-to-one customer engagement.

It is best practice to have a single team for managing business changes at the organization level, typically known as the business operations team. This team includes three types of users.

Business users create or submit a new business change requirement, known as a change request in the Pega 1:1 Operations Manager application.

Responsible for:

• Planning new offers and messages as next best actions for customers.
• Leveraging next best action to drive performance and meet company goals.

Top activities:

• Planning customer engagement activities.
• Reviewing and approving content and offer distribution.

Examples:

• At a bank, the following job profiles represent business users:

The team lead reviews and manages priorities for business change requests.

Responsible for:

• Conducting the agile ceremonies, unblocking issues, and managing the day-to-day activities required to support the scrum team. The team lead works with IT to deploy revisions.

Top activities:

• Run daily stand up, show and tell, and sprint retrospective meetings
• Remove blockers impeding team progress
• Ensure compliance with change management best practices and policies
• Work with IT on deployments

Example:

• Team leads are often scrum masters on a business operations team.

It is a best practice to include one team lead for managing your business operations team.

Next-best-action specialists work on tasks to implement the business changes requested by business users.

Responsible for:

• Implementing and testing offers or messages in the business operations environment.

Top activities:

• Supporting the definition and assessment of business requirements.
• Translating business needs into next-best-action artifacts and strategies.
• Building and testing artifacts to understand their impact.

Examples: 

• Next-best-action specialists are often known as the marketing operations team. They have hands-on experience with marketing automation and related software. Next-best-action specialists understand the functions of various marketing artifacts such as actions, treatments, engagement policy, and decision strategies. Next-best-action specialists also have good working knowledge of how next-best-action decisioning works in Pega Customer Decision Hub™.
  
  
  

You can scale up operations by adding more team members to this group.