Head of Member Experience
Insight Select
Our client is a leading membership organisation dedicated to supporting businesses through industry-leading services, solutions, and expertise. They are seeking an experienced Head of Member Experience to lead the delivery of an outstanding end-to-end member journey, driving satisfaction, retention, and operational excellence across the organisation.
Responsibilities
- Lead and develop the member experience strategy, ensuring exceptional service delivery and alignment with business objectives
- Manage and inspire high-performing support and retention teams, fostering a culture of accountability and continuous improvement
- Champion the voice of the member, using customer insight and feedback to enhance engagement, satisfaction, and loyalty
- Drive operational performance across a multi-channel service environment, ensuring KPIs and SLAs are consistently achieved
- Identify and implement process, technology, and service improvements to optimise the end-to-end member journey
- Collaborate with key stakeholders across the business to deliver strategic initiatives and improve member retention
Skills
- Proven experience leading customer service, member experience, customer success, or contact centre teams
- Strong track record of improving customer satisfaction, retention, and operational performance
- Experience developing and implementing customer-focused strategies aligned to business goals
- Strong people leadership skills with experience coaching, mentoring, and developing teams
- Proficiency with CRM systems, service technologies, and data-driven decision making
- Excellent communication and stakeholder management skills with the ability to influence at all levels
Package
- Basic salary £87,000 - £92,000+ bonus
- Hybrid working (3 days in the office)
- Excellent pension (personal contribution of 5%, company contribution of 12%)
- Healthcare, dental, cycle to work scheme and many more!
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