Lead Business Architect-Pega

The role bridges business policy and technology ensuring business outcomes service models and regulatory requirements are translated into clear implementable Pega designs. The LBA partners closely with the Lead System Architect Product Owners and stakeholders to ensure the solution delivers measurable value and aligns with strategic objectives.

What success looks like in this role

• Clear outcome-focused business architecture aligned to Customer Service and case management best practices

• Well-defined case types service intents and journeys that are easily consumable by delivery teams

• High-quality requirements Blueprint and DCO outputs that translate cleanly into Pega authoring

• Reduced rework and delivery friction through strong upfront business design

• Strong stakeholder alignment and sign-off at inception and major milestones

• Solutions that meet policy compliance and service delivery objectives

• Business rules and decision logic clearly defined and governed

Key Responsibilities

• Lead business architecture and requirements definition for Pega Customer Service solutions

• Facilitate Inception Blueprinting / DCO and service design workshops using Pega tools and techniques

• Define and document:

  • Case types stages steps and service intents

  • Service journeys and interaction models (agent and self-service)

  • Business rules SLAs and decision logic

• Translate legislation policy and operational procedures into structured Pega requirements

• Collaborate closely with the Lead System Architect to ensure business designs are technically feasible and Constellation-aligned

• Support backlog refinement story definition and prioritisation

• Validate delivered solutions against business outcomes and acceptance criteria

• Provide ongoing guidance to BA QA and delivery teams

You will be successful in this role if you have

• Led business architecture for at least one end-to-end Pega Customer Service implementation

• Strong understanding of Pega case management and Customer Service frameworks

• The ability to express complex business requirements in a way that enables high-quality Pega authoring

• Confidence engaging senior business stakeholders and policy owners

• Experience balancing business value compliance and delivery practicality

• A structured outcome-driven approach to requirements and design

• A collaborative mindset and strong partnership with technical leads

Required Skills & Experience

Mandatory

• Pega Business Architect certification (CPBA)

• 10 years of experience in Pega business architecture or enterprise business analysis

• Strong expertise in:

  • Pega Customer Service and service intent modelling

  • Case lifecycle design and SLA definition

  • Decisioning and business rule definition

• Experience with:

  • DCO Inception and Agile delivery methodologies

  • Government or regulated industry environments

  • Accessibility privacy and compliance considerations

• Excellent facilitation communication and stakeholder management skills

• Experience working closely with LSAs product owners and delivery teams

• Strong relationship management skills