Building your business operations team

In today’s experience-driven world, organizations must be able to respond quickly to changing customer needs. In Pega Customer Decision Hub™, this agility is enabled by the Business Operations Team - a cross functional group working inside the Business Operations Environment (BOE) - their mission is simple but powerful: deliver the right action, to the right customer, at the right time, across all channels.

The Business Operations Team is responsible for implementing, managing, and continually improving business‑as‑usual change requests. These changes include updating actions, adjusting treatments, refining policies, and managing the logic behind Next‑Best‑Action decisioning.

To support consistent, intelligent customer engagement, the team focuses on several key goals:

1. Increasing agility in change management.

2. Responding rapidly to changing customer needs.

3. Enabling safe updates with minimal technical complexity.

4. Delivering changes reliably into production.

A high-performing Business Operations Team consists of several roles, each with a distinct function:

Business User provides strategic context and submits business requests.
Main responsibilities:

• Creating new change requests, such as new offers, updates, and bulk changes.
• Providing business objectives, audience details, and descriptive content.
• Collaborating with the Team Lead on priorities and timelines.

Team Lead guides and orchestrates the Business Operations workflow.
Main responsibilities:

• Triaging and prioritizing change requests.
• Maintaining a healthy, up‑to‑date backlog.
• Approving requests and assigning work to Next‑Best‑Action Specialists or Next‑Best‑Action Designers.

Next‑Best‑Action Specialist implements and tests business changes at scale in 1:1 Operations Manager.
Main responsibilities:

• Building and updating Actions and Treatments.
• Configuring channels, and eligibility rules‑code tools.
• Ensuring that content adheres to brand guidelines and business objectives.

Next‑Best‑Action Designer shapes the underlying logic of Next‑Best‑Action decisioning in Customer Decision Hub.
Main responsibilities:

• Configuring and maintaining NBA Designer settings.
• Designing and updating:
  • Taxonomy,
  • Engagement policies,
  • Arbitration logic,
  • Real-time containers and channel configurations.
• Implementing strategy extensions without modifying the core framework.

Revision Manager manages larger changes that require structured governance.
Main responsibilities:

• Creating and governing revisions that impact decision rules or underlying artifacts.
• Coordinating review, approval, and deployment processes.
• Ensuring quality control

Successful collaboration within the Business Operations Team depends on a structured workflow that ensures clear communication and smooth hand-offs between roles. The revision management system in Pega 1:1 Operations Manager signals when each team member needs to take action in the process. When a Business User creates a change request, the system notifies the Team Lead to review, approve, and triage the request to an NBA Specialist or NBA Designer, who are responsible for building and testing the revision. Once the work is complete, the system notifies the Team Lead or Revision Manager that the revision is ready for approval and deployment. This automation clearly defines ownership and next steps throughout the process.

You have reached the end of this video. What did it show you?

• The main roles of the Business Operations Team
• The main responsibilities of the Business Operations Team members.
• The main goals of the Business Operations Team.