Head of Member Experience

Overview

This is a 12 to 16 month fixed-term contract maternity cover role offering up to £92,000 per year plus a 15% discretionary bonus. You will join a well-established, purpose-driven logistics company dedicated to enhancing the overall member experience through strategic leadership and operational excellence. This position provides an opportunity to influence and improve how members interact with the organization, from initial onboarding through ongoing support and retention.

Key Responsibilities

• Lead and manage a multi-channel member support team ensuring high service standards and strong performance.
• Redesign and enhance the entire member journey to better accommodate evolving member needs and expectations.
• Utilize data analytics and insights to detect trends, refine processes, and support informed decision-making.
• Implement initiatives designed to elevate member engagement, satisfaction, and long-term retention.
• Serve as a prominent advocate for the member perspective throughout the organization.

Additional Responsibilities

• Develop team capabilities fostering a culture centered on performance and member focus.
• Collaborate closely with senior leadership to ensure member insights influence organizational priorities and strategic decisions.

Candidate Requirements

The ideal candidate will have extensive experience leading customer or member-facing operations, with the ability to balance strategic planning and practical implementation. You should demonstrate a proven history of service improvements and influencing senior stakeholders within an organization.

Work Environment

The company values a supportive and cooperative workplace atmosphere, offering flexibility and a commitment to ongoing improvements. This is a visible leadership role where you can make a significant and lasting contribution to member satisfaction and organizational success.