Head of Member Experience

Head of Member Experience

12-16 month FTC (maternity cover)

Up to £92,000 + 15% discretionary bonus

An established, purpose-driven logistics organisation is seeking a senior leader to take ownership of its member experience and lead its next phase of development. This is a strategic role with broad scope, combining leadership of a multi-channel service function with responsibility for shaping how members engage with the organisation over time.

The organisation offers a supportive and collaborative working environment, along with flexibility and a genuine commitment to continuous improvement. This is an opportunity to take on a visible leadership role and have a clear, lasting impact on how members experience the organisation day to day.

You will be accountable for the overall quality of the member journey, from initial onboarding through to ongoing support and retention. The focus is on creating a more responsive, insight-led approach that improves satisfaction, strengthens engagement and reduces attrition, while ensuring the operation remains efficient and scalable. Put simply, you will be responsible for making sure the experience lives up to the organisation's ambition.

Key aspects of the role include:

• Leading and developing a multi-channel member support function with responsibility for service quality and performance
• Shaping and evolving the end-to-end member journey to better meet changing needs and expectations
• Using data and insight to identify trends, improve processes and inform decision-making
• Driving initiatives to improve engagement, satisfaction and long-term retention
• Acting as a visible advocate for the member voice across the organisation

The position also involves building team capability and embedding a performance-focused, member-centric culture, while working closely with senior stakeholders to ensure member insight shapes priorities and decisions. It would suit someone experienced in leading customer or member-facing operations, comfortable across both strategy and delivery, with a track record of improving services and influencing at a senior level.