Member Experience and Service Design Manager

Railpen; Tees Valley; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Bonus plan

Hybrid & flexible working

28 days leave + bank holidays

Railways Pension Scheme

Life Assurance 4x

Family leave: maternity 12 months, p2

Job summary

Railpen is recruiting a Member Experience & Service Design Manager in Darlington with hybrid working (2 days in the Darlington office, flexible based on business needs). You will shape how members experience Railpen by using insight and service design to drive meaningful improvements across journeys and channels.

You will collaborate with Member Services, Digital, Communications, Change and Technology to turn insights into practical changes, delivering tangible benefits for members and embedding

Qualifications

• Experience leading customer or member experience improvements and service design initiatives.
• Proven track record mapping and improving end-to-end journeys.
• Experience using insights and data to identify opportunities and drive change.
• Strong influencing skills and ability to challenge constructively.

Responsibilities

• Lead end-to-end member journey mapping across key interactions and life events.
• Identify pain points and opportunities using member, employer and operational insight.
• Design and implement initiatives that improve engagement and outcomes.
• Develop intuitive digital experiences that encourage self-service where appropriate.
• Deliver member experience improvements as part of major service and transformation initiatives.
• Champion accessibility and inclusive design principles across services.

Skills

Journey mapping

Stakeholder management

Strategic delivery

Member experience improvements

Job description

**Member Experience & Service Design Manager***Darlington **(hybrid working)** 2 days per week in the Darlington office, with flexibility depending on business needs and stakeholder engagement.***About the role** We're looking for a Member Experience & Service Design Manager to help shape how our members experience Railpen.In this role, you'll use insight, service design and customer experience principles to identify opportunities, improve journeys and deliver meaningful improvements that help members achieve better outcomes.Working across Member Services, Digital, Communications, Change and Technology teams, you'll bring together member, employer and operational insight to understand what matters most and turn that understanding into practical, sustainable improvements. You'll collaborate with colleagues and external partners to design better experiences, influence decision-making and help ensure members remain at the heart of everything we do.You'll play a key role in shaping how member experience evolves across our services and channels, helping to create more intuitive, joined up and effective experiences whether members engage with us online, by phone or through written communications.This is a hands-on role where you'll combine strategic thinking with delivery. You'll be equally comfortable analysing insight, facilitating workshops, building stakeholder relationships and driving initiatives through to implementation.Success in this role won't be measured by the number of journeys mapped or recommendations produced. It will be measured by the improvements you help deliver and the positive difference those changes make for our members.To learn more about Railpen, including our values, culture and purpose, visit our careers page **here**.**What you’ll be doing**This is a hands-on role where you'll help design and deliver improvements across the member experience.You'll work across Member Services, Digital, Communications, Change and Technology teams to understand member needs, identify opportunities for improvement and help shape future services.You'll:* Lead end-to-end member journey mapping across key interactions and life events.* Use member, employer and operational insight to identify pain points and improvement opportunities.* Design and implement initiatives that improve member engagement, understanding and outcomes.* Support the development of intuitive and effective digital experiences that encourage greater adoption and self-service where appropriate.* Play a key role in shaping and delivering member experience improvements as part of major service and transformation initiatives, working alongside internal teams and external partners.* Champion vulnerable member considerations, accessibility and inclusive design principles.* Bring external insight, good practice and innovative thinking into Railpen.* Help embed a member-first culture across Member Services and the wider organisation.* Influence and challenge stakeholders to ensure member needs remain central to decision-making.This isn't a role where you'll simply make recommendations and move on. We're looking for someone who enjoys getting into the detail, leading work through to delivery and seeing improvements make a tangible difference.**What we’re looking for**We're looking for someone who combines strategic thinking with a strong bias for action.You'll be naturally curious, passionate about member and customer experience, and motivated by the opportunity to improve outcomes through meaningful change. You'll enjoy working across organisational boundaries, bringing people together around a common goal and turning ideas into tangible improvements.**Essential**You'll bring:* Experience leading customer or member experience improvements, service design activity, journey management or related initiatives.* A proven track record of mapping and improving end-to-end customer or member journeys.* Experience using insight, research, feedback and data to identify opportunities and drive improvement.* Strong stakeholder management and influencing skills, with the ability to build credibility and challenge constructively.* Experience delivering improvement, change or transformation initiatives across multiple teams and functions.* A genuine passion for customer and member experience, with a strong understanding of what good outcomes look like.* The ability to balance strategic thinking with hands-on delivery and execution.* Experience working within a complex, regulated or service-led environment.* An appreciation of the challenges organisations face when balancing customer needs, operational efficiency, regulation and technology change.**Desirable**It would be great if you also have:* Experience within pensions, retirement, employee benefits, financial services or another highly regulated industry.* Knowledge of service design methodologies and user-centred design principles.* Experience improving digital adoption and self-service journeys.* Experience applying behavioural insight techniques to improve engagement or outcomes.* Experience supporting vulnerable customers or designing inclusive services.* Experience working with external partners, consultancies or third-party suppliers.* Experience supporting large-scale transformation programmes.* Experience benchmarking customer or member experience against external best practice.People management experience isn't essential. Success in this role will come from your ability to influence others, build strong relationships and drive outcomes through expertise, collaboration and a shared commitment to putting members first.**Why is this role exciting now?**This is an exciting opportunity to shape how our members experience Railpen.You'll work across a wide range of teams, influence meaningful change, collaborate with external partners and play a key role in improving member outcomes through better journeys, services and experiences.**What you’ll get in return*** A competitive salary (depending on experience) plus generous annual bonus plan* 28 days annual leave plus bank holidays* We provide membership of the Railways Pension Scheme, a Defined Benefit arrangement under which you get a pension for life and a lump sum when you retire, based on your length of service and pay* 4x Life Assurance cover* We support hybrid and flexible working along with very generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave* Take a look at the full range of benefits available to support you, click here**Next steps** If you’re excited by the opportunity to make a meaningful contribution and grow your career with us, we encourage you to **apply by 29th October****2026**.