Director Member and Customer Success in London

About the Institute and Faculty of Actuaries (IFo A)

The IFo A is the UK's chartered professional body dedicated to educating, developing and regulating actuaries, both in the UK and internationally.

It regulates and represents over 34,000 members worldwide, overseeing their actuarial education at all stages of qualification and development throughout their careers.

• Position
• Director Member and Customer Success
• Permanent contract, hybrid (home and London hub).
• Purpose of Job

The Director of Member & Customer Success is the strategic and operational leader responsible for delivering an exceptional, consistent and efficient experience for all members, customers, exam candidates and partners across the IFo A's global ecosystem.

• Principal Accountabilities
• Customer Contact Leadership
• Lead global customer operations across all contact channels (phone, email, chat, digital), ensuring high quality processing and a consistently excellent experience.
• Oversee first line frontline service teams and second line specialist support, ensuring effective triage, escalation management, and knowledge‑based resolution aligned with quality and standards.
• Deliver a service culture that promotes empathy, expertise, efficiency and accountability across all interactions.
• Establish a centre of excellence for member and customer operations, ensuring global consistency while enabling regional flexibility.
• Lead audit processes, risk management and continuous improvement of member and customer success.
• Member, Exam Candidate & Partner Processes
• Own and optimise all end‑to‑end processes that support the member lifecycle, exam candidate journey and partner interactions – including onboarding, renewals, registrations, exam bookings, results, certifications, accreditations and ongoing support.
• Ensure processes are designed for clarity, accessibility and ease of use, supporting a seamless experience for all stakeholders.
• Embed customer‑centred design and continuous improvement methodologies to remove friction, reduce failure demand and enhance satisfaction.
• Operational Efficiency, Productivity & Process Excellence
• Develop and lead a global operations strategy that drives productivity, cost‑effectiveness and service improvements across all customer and membership processes.
• Oversee operational planning, workforce management, resource allocation and forecasting to ensure teams are optimally equipped to meet demand.
• Establish and refine process efficiencies through automation, workflow optimisation, digitisation and lean methodologies.
• Champion end‑to‑end process transparency, ensuring documentation, ownership and governance are clear and consistently applied.
• Performance, SLAs, Quality & Continuous Improvement
• Define and manage global service standards, SLAs, KPIs and quality frameworks for all member and customer‑facing functions.
• Monitor performance through dashboards, analytics and customer insights to drive operational and strategic decision‑making.
• Lead a culture of continuous improvement by identifying root causes, implementing corrective actions and embedding best practice.
• Ensure rigorous quality assurance and compliance across processes, data handling and customer interactions.
• Customer Experience Strategy & Voice of the Customer
• Develop a global customer and member experience strategic plan that reflects the institute's mission, strategic and international priorities.
• Build and embed a structured Voice of the Customer programme – capturing insight through feedback, surveys, complaints, journey mapping and data analytics.
• Translate insight into actionable improvement plans across products, qualifications, learning, membership and digital experiences.
• Act as the executive advocate for customer and member needs, influencing organisational priorities and cross‑functional decision‑making.
• Systems, Technology & Digital Enablement
• Oversee the systems that support customer operations – including CRM, case management, membership systems, candidate portals and knowledge management tooling.
• Partner with technology and digital teams to drive transformation in customer engagement, self‑service, automation, AI‑enabled support and data‑driven decision‑making.
• Ensure all system changes and technology implementations are user‑centred, scalable and designed to enhance productivity, service quality and experience.
• Leadership & Stakeholder Management
• Lead and develop high‑performing global teams across service operations, process improvement and customer experience.
• Collaborate closely with Membership, Professional Development, Exams, Marketing, Accreditation, Markets, Technology, Finance and global offices to ensure joined‑up delivery across the organisation.
• Provide clear, data‑driven reporting to the Executive Team and Board, highlighting risks, performance trends and strategic opportunities.

Essential Knowledge and Experience

• Visionary leadership, strategic thinking and change champion with the ability to influence at all levels.
• Delivery mindset with expertise in customer contact and process innovation in complex, multi‑market service environments.
• Exceptional collaborator with strong stakeholder management, diplomacy and international cultural fluency.
• Strong commercial acumen and experience developing high‑value learning propositions.
• Commitment to professional ethics, integrity and inclusion.
• Strong people management and development skills and experience.
• Decision‑Making and Complexity

The postholder sets objectives and deliverables for the Member & Customer Success function, referencing judgments and decisions on matters outside their own remit to the Chief Membership Officer.

They have significant autonomy in shaping and delivering the global customer experience strategy and making operational decisions across a complex, multi‑channel, international service function.

The role requires balancing competing business priorities across a large and diverse stakeholder landscape, assimilating and interpreting data from many sources to generate workable options and resolving complex operational and strategic challenges.

Equal Opportunity

Applicants for this role must have the right to work in the UK.

Diversity, Equity & Inclusion

The IFo A encourages applicants from a variety of backgrounds and experiences and welcomes diversity with regard not only to protected characteristics but also diversity of thought.

Diversity, equity and inclusion are more than just words for us.

That’s why we are committed to creating a culture where everyone feels included and respected, and where no one is unfairly discriminated against.

All applications for our roles are considered on merit alone, and if you don’t meet all the criteria but believe you have something to offer, we want to hear from you.

For more information on our commitments, please see our DEI strategy page.

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