Member Experience Committee - Independent Member

A vacancy has arisen for an independent member to join the Institute and Faculty of Actuaries’ (IFoA’s) Member Engagement Committee (MEC).

The IFoA is an international body with a worldwide membership of over 32,000 members in 119 countries, of which approximately half are student members. Increasingly, our membership is international, with approximately half of members based outside of the UK.

In support of the delivery of its functions, the IFoA Board is establishing a Member Experience Committee.
The Key Responsibilities for the independent members are:

Advisory

• Advises the IFoA Board and Executive on the planning and delivery of all aspects of the member experience, including new or changing member needs and international requirements.
• Reviews and contributes to the articulation and presentation of the IFoA’s membership proposition and its ongoing communication and promotion across all digital platforms and face-to-face interactions.
• Evaluates and makes prioritised recommendations regarding the introduction of new individual propositions or changes to existing propositions, advising the IFoA Board on possible budget implications.
• Contributes to, and considers the impact of, all market research including member surveys, external benchmarking exercises, and ‘horizon scanning’ that enable the IFoA to shape its strategy and fulfil its purpose, ensuring members receive leading products and services.
• Advises the IFoA Board on the volunteer experience and structure.

Oversight

• Reviews delivery and findings of the IFoA’s Member Perspectives programme including the results of quarterly member surveys and focus groups where relevant, ensuring that key insights become actionable and overseeing the delivery of subsequent changes to the member proposition.
• Reviews key operational metrics e.g., communication metrics (web traffic, social media etc.), event participation, platform usage (VLE and IFoA Communities), key customer service metrics, and complaints processes. Sets and monitors KPIs and advises the IFoA Board on performance and progress.
• Oversees the development of new member propositions including reviewing the case for new offerings based on member feedback or research as well as the commissioning and evaluation of pilot programmes.
• Oversees the Executive’s support of the volunteer programme.

Person Specification

Candidates should ideally have:

• An expertise in customer/member experience, customer services, consumer-facing technology, or marketing.
• An understanding of marketing and communications processes.
• Knowledge in KPIs which help to steer customer or member engagement/marketing/comms.
• Good understanding of stakeholder networks and the need to communicate.
• Good understanding of DEI issues, and their varying nuances across the globe.
• Interest to volunteer.

Tenure

Appointments would be for a two-year term, with the possibility of extension for one additional term.

Time Commitment

The Committee will meet, on average, six days per year (two in-person meetings and four virtual meetings), with the potential for other ad hoc meetings or activity by exception.

Remuneration

Independent members shall be paid through the IFoA’s payroll. An honorarium of £600 (gross) is payable per day plus travel expenses.

The full job description is available on our website via the button below.

Closing date 2 March.

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