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About the Role
A broad, delivery-focused role accountable for improving the service and experience provided to members by identifying, shaping, and delivering continuous improvements across internal and external products, tools, data, and processes. The role ensures these improvements are clearly defined, effectively implemented, and aligned to member needs, operational requirements, and wider organizational priorities.
Responsibilities
- Work collaboratively with the Member Experience team to deliver a consistently high-quality member experience across all member touchpoints, taking personal accountability for agreed objectives and service outcomes.
- Act as the subject matter expert, business owner, and change lead for assigned membership tools, products, and processes, ensuring they remain effective, compliant, fit for purpose, and aligned to business and member needs.
- Lead, manage, and deliver internal initiatives and change programs that improve the member experience, taking ownership of scope, timelines, stakeholder engagement, risks, and successful implementation.
- Partner with stakeholders across the organization to define requirements, develop solutions, and deliver improvements that support organizational strategy and enhance services for members and prospective members.
- Manage multiple workstreams and priorities simultaneously, ensuring deliverables are completed on time, to the required quality standard, and in line with agreed objectives.
Requirements
- Demonstrable experience in project, product, or business change delivery, with the ability to manage scope, plans, risks, dependencies, and deliverables through to successful implementation.
- Strong understanding of customer or member experience principles, with experience identifying service improvements and translating user needs into practical, deliverable outcomes.
- Proven experience supporting or leading change initiatives, including stakeholder engagement, communications, training, business readiness, and user adoption activities.
- Experience gathering, documenting, and prioritizing business requirements, user stories, use cases, process maps, and acceptance criteria to support product, process, or system improvements.
- Ability to review, interpret, and analyze customer or member feedback, operational insight, and performance data to identify trends, root causes, and improvement opportunities.
- Good understanding of data quality principles, including accuracy, completeness, consistency, governance, and the importance of reliable data in supporting operational and strategic decision-making.
- Experience using collaboration, planning, and delivery tools such as Confluence, Jira, Monday.com, or similar platforms to manage work, document requirements, and track progress.
- Excellent written and verbal communication skills, with the ability to produce clear documentation, deliver presentations, and tailor messages for operational, technical, and senior stakeholder audiences.
- Strong analytical, problem-solving, and critical thinking skills, with excellent attention to detail and the ability to make evidence-based recommendations.
- Confident stakeholder management and relationship-building skills, with the ability to influence, challenge constructively, and work collaboratively across teams to achieve agreed outcomes.
Skills
- Project delivery
- Product delivery
- Business change delivery
- Customer experience principles
- Member experience principles
- Service improvement identification
- User needs translation
- Change initiative support
- Stakeholder engagement
- Communications
- Training
- Business readiness
- User adoption
- Requirements gathering
- Requirements documentation
- Requirements prioritization
- User story creation
- Use case creation
- Process mapping
- Acceptance criteria definition
- Data analysis
- Feedback interpretation
- Operational insight analysis
- Performance data analysis
- Trend identification
- Root cause analysis
- Improvement opportunity identification
- Data quality principles
- Collaboration tools
- Planning tools
- Delivery tools
- Confluence
- Jira
- Monday.com
- Written communication
- Verbal communication
- Documentation production
- Presentation delivery
- Analytical skills
- Problem-solving skills
- Critical thinking skills
- Attention to detail
- Evidence-based recommendations
- Stakeholder management
- Relationship building
- Influencing
- Constructive challenging
- Cross-team collaboration
Location
- London Bridge Hub
- Remote
Work Type
- Hybrid working model
- Work from home up to three days a week
Experience Level
- Subject matter expert
- Business owner
- Business change lead
- Project delivery experience
- Product delivery experience
- Business change delivery experience
- Change initiative leadership experience
Benefits
- Family friendly leave
- Enhanced maternity and paternity leave
- Grandparent leave
- Fertility support
- Reproductive support
- Menopause support
- 25 days holiday entitlement
- Option to top up holiday entitlement
- Work from anywhere in the world for up to eight weeks
- Retail discounts
- Gym discounts
- Season ticket loan
- Bicycle loan
About the Company
- Music wouldn't exist without the work of songwriters, composers and publishers.
- We are here to represent them and make sure that they are paid for their work.
- After more than a century in the industry, we continue to innovate as a world-leading organisation.
- We believe that celebrating individuality promotes a culture of acceptance and openness.
- We believe that diversity of thought and experience provides the platform for innovation and creativity.
- We are consciously inclusive and have eight Affinity Groups which you can join and make an impact.
- We invest in the development of our people to drive our ambitions forward.
Equal Opportunity
- At PRS we are committed to equity, diversity, inclusion and belonging for all.
- We have taken a holistic approach to ensure that no one feels excluded regardless of age, class, sexuality, gender, race, religion, or ability.
- We value the needs of everyone in our organisation and strive to build an environment where our employee’s contributions are recognised in order that everyone may thrive.