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About the Role
As a Process Designer, you will map, write, and maintain the processes and Standard Operating Procedures (SOPs) that empower frontline teams to support members effectively. You will capture the day-to-day operations of Member Operations to ensure clarity in working methods and build a robust knowledge base for both colleagues and AI-powered support.
Responsibilities
- Map and document end-to-end processes and SOPs for Member Operations.
- Capture daily operations of Member Operations to document, share, and ensure understanding of working methods.
- Build and organize the member knowledge base, structuring and tagging content for easy retrieval and platform migration.
- Prepare process packs and SOPs for product launches and system changes.
- Maintain documentation by agreeing review dates, identifying necessary updates, and verifying changes with process owners.
- Build relationships with cross-functional teams to promote the value of clear, shared processes.
- Utilize AI tools like Claude to draft process maps and SOPs, and identify patterns in operational data.
- Review process performance post-launch or changes and refine them based on learnings.
Requirements
- Experience mapping processes or writing SOPs in an operational environment with a clear and practical writing style.
- Experience organizing content in a knowledge management platform with a good eye for structure and consistency.
- Confidence in building relationships across operations, product, and engineering teams.
- Ability to translate technical or business requirements into clear, practical documentation.
- Experience supporting product or system launches from a process or readiness perspective.
- A thoughtful approach to communication, considering the audience and shaping messages effectively.
- Comfort working independently in a fast-moving, agile environment.
- Curiosity about AI tools.
- Experience in a Customer Service Operations role is preferred but not essential.
- Experience in membership, subscription, or financial services is a bonus.
- Experience with moving content between knowledge platforms is a bonus.
Skills
- Process mapping
- SOP writing
- Knowledge management
- Content organization
- AI tools (e.g., Claude)
- Agile methodologies
Location
- Leicestershire
- London, Holborn
Work Type
- Hybrid working
- Flexible hours
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- Not specified
Benefits
- 25 days annual leave plus public holidays
- Additional day off for birthday
- Moments that Matter day (one extra day of leave)
- Buy and sell holiday scheme (up to 5 days)
- Volunteering/fundraising day (one paid day)
- Annual company bonus scheme
- Blue Light Card and exclusive discounts
- Personal growth fund (£450 per year)
- Private Medical Insurance (includes cover for pre-existing conditions)
- Auto-enrolment pension scheme via salary sacrifice
- Enhanced Maternity, Partner, Adoption and Shared Parental Leave
- Healthcare cash-back plan
- Colleague Assistance Programme (24/7 confidential support)
- EV charging
- Free parking onsite at HQ
- Relaxed dress code
- Modern office space (games area, chill-out areas, book club, free drinks, snack drawers)
- On-site gym with 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.
- We focus on member happiness to create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.
- We look for smarter, bolder ways to deliver real impact, taking ownership, moving fast, and working collaboratively.
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.