Customer Experience Manager

Blue Light Card; Greater London; Hybride; GBP 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Moments that Matter day

Buy/sell holiday scheme

Volunteering day

Annual bonus

Discounts via Blue Light Card

Growth fund £450/year

Private Medical Insurance

Employer pension scheme

Enhanced parental leave

Healthcare cashback plan

Colleague Assistance Programme

EV charging & onsite parking

Hybrid working & flexible hours

On-site gym

Résumé du poste

Blue Light Card is seeking a CX Manager to own complex member issues, drive data-informed improvements and implement practical fixes that reduce repeat contacts. You will work across Product, Engineering, Partnerships and Marketing to tackle systemic friction while using tools like Zendesk and internal dashboards.

Hybrid work is available, with a focus on delivering fast, high-impact changes. The role requires substantial experience in complex customer problem solving, data interpretation, and

Qualifications

• Substantial experience resolving complex customer/member issues in regulated/verification-led environments.
• Ability to weigh member experience, feasibility and risk with data-backed decisions.
• Strong problem-solving by linking cases to patterns and root causes.
• Hands-on experience with customer service platforms and data extraction/interpretation.
• Comfort using AI tools to prioritise issues and test assumptions.
• Ability to present a clear member story with data to drive action.

Responsabilités

• Take ownership of complex and sensitive member issues with minimal supervision.
• Support frontline teams through escalated cases to avoid unnecessary hand-offs.
• Size issues accurately and route to quick fixes or longer-term changes.
• Analyze why members contact the service using data and frontline insights.
• Design practical solutions that reduce repeat contacts and friction.
• Verify changes via voice-of-member data and feedback channels.
• Collaborate with Knowledge & Process, QA, Systems & Tooling and other teams to embed fixes.
• Partner with Product, Engineering, Partnerships and Marketing to remove systemic friction.

Connaissances

CX management

Data-driven decisions

Problem solving

CS platforms experience

AI tools usage

Stakeholder collaboration

Rapid improvement

Description du poste

Blue Light Card. Individually great, together unstoppable

The Role and the Team

Every member who gets in touch with us is telling us something about how we could be doing better, and we want people who are curious enough to dig into why. Member Operations sits at the heart of how we look after the heroes who use Blue Light Card, and there is a strong appetite across the team to change how we work: moving quickly, fixing what needs fixing and building on what already works. We have two new CX Manager positions available to help us do exactly that.

As a CX Manager, you will take ownership of complex and sensitive member issues, work out why they keep happening and put practical fixes in place so they stop. It is a project-led role with a blend of quick wins and longer-running process improvement, and you will own the data that tells the story behind why members are getting in touch, drawing on tools such as Zendesk, Lightdash and our internal admin panel, alongside AI and chatbot support tools in the pipeline. You will report to our Senior Service Manager, and work alongside our Member Operations managers, Experience, QA, Knowledge & Process and Systems & Tooling teams, as well as colleagues in Product, Engineering, Partnerships and Marketing.

Because these roles are new, there is plenty of room to shape what good looks like. If you get a buzz from making improvements, from quick fixes to long-term change, this is a chance to champion an area of the member experience and make CX improvement a fundamental part of how Member Operations works. Change happens quickly here, and you will see the difference your work makes for members and for the advisors who support them.

What You’ll Do

• Take ownership of complex and sensitive member issues, using sound judgement to reach the right outcome for the member with minimal supervision
• Support frontline teams through escalated cases so members reach the right outcome without unnecessary hand-offs or further escalation
• Size each issue accurately and route it to the right fix, whether that is a quick resolution or a longer-term change
• Dig into why members get in touch, using contact reasons, performance metrics, operational data and frontline insight to understand the root causes and failure demand behind them
• Design and deliver practical solutions that reduce repeat contact and friction in member journeys, weighing the member, operational and risk implications before anything goes live
• Use voice-of-member data and other feedback channels to check that changes have delivered what we intended, closing the loop on every issue
• Partner with Knowledge & Process, QA, Systems & Tooling and operational teams to embed quick fixes and sustain improvements over time
• Work with Product, Engineering, Partnerships and Marketing to remove systemic causes of friction, building shared ownership of the member experience and bringing colleagues along on the case for change

What You’ll Bring

• Substantial experience resolving complex customer or member issues, ideally in a regulated, verification-led or operationally complex environment, and a background at CX Manager level or equivalent
• The ability to make balanced, well-reasoned decisions that weigh member experience, operational practicality and risk, and to stand behind them with data
• Strong problem-solving skills, connecting individual cases to wider patterns and root causes, and staying comfortable making progress when information is incomplete
• Hands‑on experience of customer service platforms and the confidence to extract, shape and interpret data from them yourself, using AI tools where they help, to prioritise issues, test assumptions and evaluate outcomes, even where reporting is still taking shape
• The ability to bring the member story to life with data and insight, making a clear, compelling case for action, and to bring colleagues along without relying on formal authority
• A hands‑on, proactive approach: you pick up a problem and drive it to resolution without needing close direction, moving easily between immediate issue resolution and longer‑term improvement work in a fast‑paced, changing environment
• Experience in a membership, subscription or benefits‑led organisation would be a bonus but is not essential

Our Culture

Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning, what makes us want to think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world‑class service.

We don't just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.

We promote hybrid working, and value in‑person collaboration so encourage time in our offices – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren't able to offer fully remote working.

Blue Light Card is an equal opportunities employer. We're committed to building a diverse and inclusive team where different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We make recruiting decisions based on your experience and skills. In the event of a high number of applications, we'll prioritise candidates who meet both the essential and desirable criteria for the role.

What We Offer

• 25 days annual leave plus public holidays and an additional day off for your birthday
• A Moments that Matter day – one extra day of leave each year to use for something that matters to you
• Buy and sell holiday scheme of up to 5 days
• A volunteering/fundraising day – one paid day each year to give something back to the community
• Annual company bonus scheme – linked to both company and individual performance
• Your own Blue Light Card and exclusive access to thousands of discounts
• Personal growth fund of £450 per year to invest in your development
• Private Medical Insurance that includes cover for pre‑existing conditions
• Auto‑enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into your pension
• Enhanced Maternity, Partner, Adoption and Shared Parental Leave
• Healthcare cash‑back plan
• Colleague Assistance Programme – 24/7 confidential support whenever you need it
• Hybrid working and flexible hours
• EV charging and free parking onsite at HQ
• Relaxed dress code and modern office space (games area, chill‑out areas, book club, free drinks and well stocked snack drawers!)
• On‑site gym including free HIIT and stretch classes at HQ