At a Glance
- Tasks: Lead and innovate in Member Operations, ensuring exceptional service for over 6 million members.
- Company: Join Blue Light Card, a mission-driven team dedicated to making heroes happy.
- Benefits: Enjoy 25 days leave, a personal growth fund, and private medical insurance.
- Other info: Flexible hybrid working, modern office perks, and a culture that values diversity.
- Why this job: Make a real impact by enhancing member experiences through technology and teamwork.
- Qualifications: Proven leadership in complex operations and a passion for continuous improvement.
The predicted salary is between 63000 - 77000 £ per year.
Blue Light Card. Individually great, together unstoppable
The Role and the Team
Member Operations is at the heart of what BLC delivers for its members.
With more than 6 million people relying on us for trusted, efficient support, the team behind that experience matters enormously.
As we continue to evolve how we serve members through AI, automation, and people-led service channels, we're looking for an experienced operational leader to head up the function.
Reporting into the Director of Member Operations, this role has end-to-end ownership of Member Operations, spanning frontline service delivery, demand planning, vendor management, tooling, Knowledge and QA, and the continuous improvement agenda.
You'll translate strategic priorities into operational delivery, embedding change across the function while maintaining the high standards our members expect.
This is a role for someone who leads from the front.
You'll work closely with Product, Engineering, Data, and other business functions, making sure operational insight shapes how we build and improve.
If you're energised by building capable teams, embedding new ways of working, and continuously raising the bar for member experience, this is a strong fit.
What You'll Do
- Lead Member Operations end-to-end, taking ownership of service delivery, demand planning, vendor relationships, tooling, and Knowledge and QA functions
- Translate strategic priorities into clear operational plans, keeping teams focused on member outcomes, service standards, and operational performance
- Drive the continuous improvement agenda across the function, simplifying processes, reducing member effort, and embedding measurable improvements in quality and efficiency
- Use operational data, insight, and performance trends to identify risks early, solve problems at their source, and make informed decisions that balance member outcomes with cost and investment priorities
- Lead the integration of AI, automation, and new technology into day-to-day delivery, ensuring colleagues adopt new ways of working with confidence and clarity
- Coach and develop operational leaders, building a culture of accountability, ownership, and continuous improvement across the function
- Partner with Product, Engineering, Data, and other teams to implement operational improvements and new capabilities, ensuring member feedback informs how the business develops
- Lead operational readiness for incidents, embedding appropriate governance, escalation, communication, and learning across Member Operations
- What You'll Bring
- An established career leading complex, multi-team operations at a senior level, with a track record of delivering exceptional service outcomes at scale
- Experience embedding continuous improvement into operational culture, using data and insight to drive meaningful, measurable change rather than incremental tweaks
- Confidence leading operational teams through significant technology and automation change, with a clear understanding of how to bring people along through the process
- Strong background in cross-functional collaboration, with the ability to influence partners in Product, Engineering, and Data to deliver operational improvements
- A commercially grounded approach to operational decision-making, able to balance member outcomes, efficiency, and investment priorities without losing sight of either
- Proven experience building leadership capability and succession within an operational function, creating teams that are resilient and ready for what's next
- Familiarity with AI-driven or automation-led service environments would be a bonus, but isn't essential if you've operated in a fast-moving, technology-forward setting
- Our Culture
Our mission is simple: make heroes happy.
Our members are real-life heroes who keep us all safe, cared for, and thriving.
It's what gets us up in the morning, what makes us want to think bigger, and create something that truly matters.
By focusing on their happiness, we create amazing experiences, delivery 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.
We promote hybrid working, and value in-person collaboration so encourage time in our offices - either the HQ in Leicestershire, or London, Holborn office.
The frequency and office location will vary depending on the role and team.
We aim to be flexible, but we aren't able to offer fully remote working.
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.
- What We Offer
- 25 days annual leave plus public holidays and 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
- Hybrid working and flexible hours
- 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
- #J-18808-Ljbffr
Head of Membership Operations employer: Blue Light Card
At Blue Light Card, we pride ourselves on being an exceptional employer that champions the happiness of our members and employees alike. Our vibrant work culture fosters collaboration and innovation, with a strong emphasis on personal growth through a dedicated development fund and flexible working arrangements. Located in Leicestershire or London, we offer a range of benefits including generous annual leave, private medical insurance, and a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Membership Operations
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Head of Membership Operations at Blue Light Card!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Blue Light Card or be willing to refer you for that Head of Membership Operations position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Blue Light Card who’s on the lookout for their next Head of Membership Operations star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Head of Membership Operations role at Blue Light Card!
We think you need these skills to ace Head of Membership Operations
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Blue Light Card. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Blue Light Card
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Blue Light Card. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
