At a Glance
- Tasks: Lead the strategy for systems and automation to enhance member experiences.
- Company: Join Blue Light Card, a mission-driven team making heroes happy.
- Benefits: Enjoy 25 days leave, hybrid work, and a personal growth fund.
- Other info: Dynamic culture with a focus on diversity, collaboration, and personal development.
- Why this job: Shape the future of member operations with innovative tools and strategies.
- Qualifications: Experience in managing operational systems and customer service platforms required.
The predicted salary is between 60000 - 80000 £ per year.
Blue Light Card's Member Operations team is investing in smarter systems and automation to better support our members. This role joins at a pivotal time, helping shape how the team builds, manages and optimises the systems behind every member interaction.
As the Systems & Tooling Manager, you'll own the strategy for the tools, platforms and automation that power Member Operations, from the systems agents use every day to the integrations and workflows running behind the scenes. You'll work closely with teams across Member Operations, Product, Engineering, Delivery, Process Design and Data to make sure tooling decisions are grounded in what the business actually needs, not just what's technically possible.
You'll join at the ground floor, with the opportunity to shape how systems and tooling support Member Operations from the outset. There's a plan to grow the team with a further hire down the line, but for now this role is about hands-on ownership: getting close to the detail of current systems while building the foundations for where tooling needs to go next.
What You'll Do
- Define and deliver a systems, tooling and automation roadmap aligned to operational and member experience priorities
- Lead the ongoing optimisation of operational systems, workflows, integrations and automation solutions
- Establish governance frameworks that support clear prioritisation, testing and change management
- Define and track key performance indicators covering system performance, automation and adoption
- Evaluate emerging technologies and tooling options to support the team's future needs
- Lead and develop a small team, setting clear priorities and building capability over time
- Build strong working relationships across Member Operations, Product, Engineering, Delivery, Process Design and Data
- Act as the escalation point for significant tooling or operational system issues
What You'll Bring
- Established experience managing operational systems, tooling or automation platforms within a customer or member operations environment
- A track record of defining and delivering systems or automation strategies, not just administering them day to day
- Hands-on experience managing front-line customer service platforms such as Zendesk, Salesforce or Intercom, or similar systems used in a customer or member operations environment
- Experience managing workflow automation, integrations or operational technology solutions
- Strong understanding of operational processes, service delivery and customer or member journeys
- Confidence supporting large-scale operational change or transformation, including working with a degree of ambiguity
- Strong stakeholder management skills, with the ability to influence decisions and build alignment across teams and senior stakeholders, prior people management experience would be an advantage
- Experience working in a fast-paced, scaling business environment
Our Culture
Our mission is simple - make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. 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.
We're committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.
We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers - 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 believe that employing a diverse workforce is key to our success. 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 a buy and sell holiday scheme of up to 5 days
- An additional day off for your birthday
- A Moments that Matter day - one extra day each year to use for something that matters to you
- 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 - £450 per year to invest in your development
- Private Medical Insurance (Bupa) that includes cover pre-existing conditions
- Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into pensions
- Enhanced Maternity, Adoption and Shared Parental Leave
- Healthcare Cash Plan (Medicash)
- 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 (HQ)
StudySmarter Expert Advice🤫
We think this is how you could land CX Systems Manager - hybrid in Leicester
✨Get Involved in Local Automation Meetups
We can’t stress this enough – getting your face out there in the automation and control systems community can really set you apart. Look for local meetups or workshops where you can chat with industry professionals, learn about what’s trending, and even discover hidden job gems. Who knows, you might meet someone from a company like Blue Light Card!
✨Show Off Your Projects
Make sure you have a portfolio of your work ready to roll. Whether it’s academic projects, internships or personal experiments, showcase how you’ve tackled automation challenges. When you apply for the CX Systems Manager - hybrid position at Blue Light Card, linking your portfolio gives your application that extra oomph and demonstrates your practical knowledge.
✨Leverage Your Uni Career Services
If you’re fresh out of uni, don’t forget about your career services! Many universities have established connections with companies in the automation field. They may know when Blue Light Card is looking for fresh talent or even have internships that lead to full-time positions. So, hit them up!
✨Keep an Eye on Industry Certifications
While hunting for roles, consider getting certified in relevant automation technologies. It shows dedication and gives you a leg up in the job market. Plus, many organisations offer job boards or networking events to certified professionals. This might just lead you to that coveted CX Systems Manager - hybrid role at Blue Light Card!
We think you need these skills to ace CX Systems Manager - hybrid in Leicester
Some tips for your application 🫡
Show Off Your Technical Skills:When applying for an automation-control-systems role, it’s crucial to highlight your technical skills. Whether it's your proficiency in programming languages like Python or understanding control systems, make sure your CV showcases these prominently. Don't forget to mention any specific software or tools you're experienced with – that’s music to the ears of hiring managers!
Tailor Your Projects to Automation:If you've worked on any relevant projects, especially those involving automation or control systems, make them stand out in your CV. Use a dedicated section to highlight these projects, explaining your role and the impact of your contributions. This could be the difference between getting noticed and getting overlooked!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine, so tell us why you’re passionate about automation-control-systems! Discuss specific experiences that sparked your interest in this field. Maybe it's a university project or a previous job that truly got you hooked. We love seeing that spark! Make sure to reference how you can contribute to Blue Light Card and its goals.
Quantify Your Achievements:In the world of automation, results matter. When listing your experiences, quantify your achievements wherever possible. Did you improve system efficiency by a percentage? Did you reduce downtime? Putting numbers to your successes not only demonstrates your impact but also lets us see the tangible outcomes of your efforts. It makes your application pop!
How to prepare for a job interview at Blue Light Card
✨Master Your Technical Knowledge
In the automation control systems field, you need to brush up on your technical know-how. Be prepared to talk about specific control systems you’ve worked with, such as PLCs or SCADA systems, and expect technical questions or even hands-on problem-solving scenarios during the interview.
✨Showcase Your Projects
Whether it's freelance projects or your academic work, come ready to showcase your portfolio of automation projects. Bring along any diagrams, code samples, or automation solutions you’ve implemented—these can really set you apart and demonstrate your applied skills to Blue Light Card.
✨Understand Industry Trends
Stay updated on the latest trends in automation technologies and methodologies, like Industry 4.0 or IIoT. We'll want to discuss how these concepts may affect the role and future projects at Blue Light Card, so showing that you're knowledgeable about current and emerging technologies can give you an edge.
✨Commit to Continuous Learning
As this is a full-time role, it's essential to express your eagerness for continuous improvement and learning. Share how you plan to enhance your skills and keep pace with the evolution of automation in the workforce – companies love candidates who are committed to growth and adaptability.
