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About the Role

As a CX Manager, you will take ownership of complex and sensitive member issues, work out why they keep happening and put practical fixes in place so they stop. This is a project-led role with a blend of quick wins and longer-running process improvement, and you will own the data that tells the story behind why members are getting in touch. Because these roles are new, there is plenty of room to shape what good looks like and champion an area of the member experience, making CX improvement a fundamental part of how Member Operations works.

Responsibilities

Take ownership of complex and sensitive member issues, using sound judgement to reach the right outcome for the member with minimal supervision
Support frontline teams through escalated cases so members reach the right outcome without unnecessary hand-offs or further escalation
Size each issue accurately and route it to the right fix, whether that is a quick resolution or a longer-term change
Dig into why members get in touch, using contact reasons, performance metrics, operational data and frontline insight to understand the root causes and failure demand behind them
Design and deliver practical solutions that reduce repeat contact and friction in member journeys, weighing the member, operational and risk implications before anything goes live
Use voice-of-member data and other feedback channels to check that changes have delivered what we intended, closing the loop on every issue
Partner with Knowledge & Process, QA, Systems & Tooling and operational teams to embed quick fixes and sustain improvements over time
Work with Product, Engineering, Partnerships and Marketing to remove systemic causes of friction, building shared ownership of the member experience and bringing colleagues along on the case for change

Requirements

Substantial experience resolving complex customer or member issues, ideally in a regulated, verification-led or operationally complex environment, and a background at CX Manager level or equivalent
The ability to make balanced, well-reasoned decisions that weigh member experience, operational practicality and risk, and to stand behind them with data
Strong problem-solving skills, connecting individual cases to wider patterns and root causes, and staying comfortable making progress when information is incomplete
Hands-on experience of customer service platforms and the confidence to extract, shape and interpret data from them yourself, using AI tools where they help, to prioritise issues, test assumptions and evaluate outcomes, even where reporting is still taking shape
The ability to bring the member story to life with data and insight, making a clear, compelling case for action, and to bring colleagues along without relying on formal authority
A hands-on, proactive approach: you pick up a problem and drive it to resolution without needing close direction, moving easily between immediate issue resolution and longer-term improvement work in a fast-paced, changing environment
Experience in a membership, subscription or benefits-led organisation would be a bonus but is not essential

Skills

Zendesk
Lightdash
AI tools
chatbot support tools

Location

Leicestershire
London, Holborn

Work Type

Hybrid working
Flexible hours

Experience Level

CX Manager 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.