Customer Systems & Automation Lead (Hybrid)

Blue Light Card Ltd; England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Volunteer day

Annual bonus

Private Medical Insurance

Pension scheme

Hybrid working hours

EV charging

Job summary

Blue Light Card Ltd is expanding its Member Operations Systems, tooling and automation function. You will shape the technology road map, evaluate new tools, and coordinate with engineering to deliver scalable, secure solutions that enhance member experiences.

You will work closely with Product, Data and Delivery teams to translate operational needs into practical automation, applying APIs and webhooks where appropriate.

Qualifications

• Proven experience managing the strategy and delivery of operational systems, tooling, or automation platforms within a customer or member operations environment.
• Experience with platforms such as Zendesk, Salesforce, Intercom, or similar operational systems.
• Experience managing workflow automation and system integrations, including APIs and webhooks.
• Strong understanding of operational processes, service delivery, and member journeys, with governance, testing and change management practices.
• Strong stakeholder management skills with the ability to align across teams and senior stakeholders.
• Demonstrated curiosity about AI and emerging technology, with evidence of applying AI tools.
• Excellent communication skills, translating technical concepts for varied audiences.
• Experience supporting large-scale operational change or transformation initiatives and AI tooling experience.

Responsibilities

• Contribute to defining and delivering the Member Operations systems, tooling, and automation roadmap, aligned to business objectives and member experience.
• Evaluate emerging technologies, automation opportunities, and integration approaches to support future needs.
• Oversee the optimisation of operational systems, workflows, and automation solutions with engineering coordination.
• Establish governance frameworks for prioritisation, delivery, testing, and change management.
• Define and monitor KPIs for system performance, automation, and adoption.
• Ensure systems comply with data security policies, handling PII responsibly.
• Serve as escalation point for tooling and system challenges, driving continuous improvement.
• Build relationships across teams to align systems with business and member needs.

Skills

Strategy & delivery of systems

Zendesk

Salesforce

Intercom

APIs & webhooks

Operational processes

Stakeholder management

AI curiosity

Communication skills

Large-scale change

AI tooling

Tools

APIs & webhooks

Job description

Blue Light Card Ltd is expanding its Member Operations Systems, tooling and automation function. You will shape the technology road map, evaluate new tools, and coordinate with engineering to deliver scalable, secure solutions that enhance member experiences.

You will work closely with Product, Data and Delivery teams to translate operational needs into practical automation, applying APIs and webhooks where appropriate.