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About the Role

Blue Light Card exists to give something back to the people who keep us safe, cared for, and supported. Member Operations is the team that makes that real every single day. This role is responsible for leading the change in how members are supported, setting the strategic direction for the function, owning the member experience across every operational touchpoint and evolving the operating model to deliver better outcomes at scale. You'll lead a function that is already embarking on meaningful change, with strong ambition to go further across automation, AI-enabled tooling and service design. It's a role that calls for equal parts vision and pragmatism, and a genuine passion for the community BLC serves.

Responsibilities

Set and own the strategic direction for Member Operations, evolving the function's operating model to deliver exceptional member outcomes and build the scalability needed for global growth.
Oversee the adoption of technology, AI and automation across Member Operations, from evaluating and implementing solutions through to governance, optimisation and production-readiness.
Drive operational transformation in close partnership with Product, Engineering and Data, securing the capabilities and process changes needed to deliver measurable improvements for members and the business.
Champion the voice of the member across the organisation, using operational insight and feedback to influence product, technology and business priorities beyond the function.
Build a high-performing culture within Member Operations, developing strong leadership capability and creating an environment where teams take ownership, embrace change, and continuously improve.
Strengthen operational resilience through effective governance, incident management and continuous improvement, maintaining member trust at scale.
Bring Member Operations into wider strategic conversations, ensuring the function is seen as a collaborative partner and a driver of member value across the business.

Requirements

An established career leading B2C customer or member operations at Director level or equivalent, with a track record of delivering meaningful transformation rather than incremental improvement.
Proven experience designing and implementing technology, AI and automation solutions within an operations or customer experience context, including selecting platforms, running proofs of concept, and moving solutions into production.
A collaborative, cross-functional leadership style, building trust with senior stakeholders and driving change through partnerships rather than waiting for them.
Demonstrated ability to support teams through significant cultural and operational change, balancing pace with genuine care for people and bringing colleagues with you on the journey.
A member-first mindset: someone who looks at operations through the lens of the experience being delivered, proactively seeks to solve pain points at source, and uses data and insight to do it.
Someone who brings low ego and high impact, comfortable in a scale-up environment where the right answer for the member, the colleague and the business always carries more weight than process or precedent.
Exposure to global or multi-market operations would be a bonus, but is not essential.

Skills

Technology adoption
AI
Automation
Service design
Operational transformation
Cross-functional leadership
Stakeholder management
Change management
Data analysis
Incident management
Governance

Location

Leicestershire
London, Holborn

Work Type

Hybrid working
Flexible hours

Experience Level

Director level or equivalent

Benefits

25 days annual leave plus public holidays
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
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

About the Company

Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. 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.

Equal Opportunity

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.