Membership Account Manager

This role acts as the senior subject matter expert for Fellowship user and experience design, with full responsibility for shaping and delivering an outstanding, end-to-end Fellowship journey. The contribution of this role will drive improved conversion at recruitment, increase engagement, strengthen net promoter scores and positive sentiment, and boost retention rates. It will work in a matrixed way across the department, championing experience-led thinking and ensuring that fellowship communications, Circle, interventions, and micro-communities all reflect a high-quality Fellowship experience.

The team is responsible for the overall fellowship experience, lifecycle communications and creating outstanding experiences across Circle, Interventions and Micro-Communities.

Lead the Fellowship Experience Team ensuring team members receive ongoing support with prioritisation against the strategy, responsibilities and processes.

Lead the user and experience design of Fellowship products and services, ensuring they are simple, targeted to fellows’ needs, and offer world-class experiences for the fellowship.

• Use subject matter expertise to put user and experience design at the heart of processes, experiences and existing strands of work.
• Lead user research to understand the needs and desires of the end-users, turning insights into product and service improvements that meet the needs of key audiences and segments.
• Design and test prototypes to validate new user flows, processes, and content.
• Develop and own design principles, guidelines, and best practices to guide the development of user-centred products and services.
• Stay up-to-date with best practice and the latest research across user and experience design, as well as email and text engagement.
• Work closely with other teams to ensure the design is tested and implemented correctly, and that the end-product or service meets the desired user experience standards and impact goals.
• Conduct a thorough analysis of the existing fellowship application and renewal processes to identify areas for improvement, pain points, and barriers.
• In partnership with the Data & Insights Manager to continuously monitor and evaluate the effectiveness of experience improvements, making data-driven adjustments as needed to improve conversion rates and overall user satisfaction.

Work with the Fellowship Coordinator, Experience and Lifecycle Officer and CRM Automation Manager and wider department to develop and maintain design principles across full lifecycle.

COMMUNITY MANAGEMENT (10%)

• Lead a team of three Community Managers focusing on core audiences such as global, micro-communities and intervention, delivering outstanding experiences at its core:
• Ensure fellow-led micro-communities offer consistent, meaningful and outstanding experiences for all members.
• Assume full oversight for our global community platform, Circle, ensuring it is a core part of the overall fellowship experience.
• Work closely with RSA teams to embed fellowship participation and experiences across all interventions (i.e. projects and programmes).

Responsible for ensuring the RSA upholds its commitments to Diversity Equity and Inclusion, ensuring all of our people feel included at work and collectively we are creating the best ‘One-RSA’, conditions for cross-organisational collaboration.

• Champions, motivates, and leads continual professional development for Fellowship members, supporting employees to grow and build their skills and careers at the RSA. This includes setting individual and team goals, performance management, recruitment and wellbeing and pastoral support.
• Accountable for ensuring the team’s compliance with internal policies and processes at the same time as GDPR, PCI, Gift Aid, copyright and other relevant governance regulations as required.

Deep understanding of user-centered designed methodologies, including user research, personas, user journeys, prototyping, and usability testing.

Ability to align user and experience strategies with organisational goals, and develop long-term vision and roadmaps that drive user satisfaction and organisational growth.

Knowledge of audience/community engagement at scale.

Strong knowledge of best practice across user-design, digital and email engagement.

Experience in conducting a comprehensive analysis of existing processes, identifying pain points, and proposing design improvements.

Proven experience of leading user-experience design across multiple products, audiences and entry-points.

Experience of working in a commercial, revenue generating environment.

Experience of shaping digitally-enabled end-to-end experiences at scale, e.g. with digital platform/online communities.

Essential behaviours or qualities: Organised, persuasive, diplomatic, agile and data-driven.

Responsible for ensuring the RSA upholds its commitments to Diversity Equity and Inclusion.

Experience of working in revenue generating teams with clear commercial outcomes.

The RSA endeavours to keep substantial changes to a minimum and to promptly update this job description to take account of such developments.