Member Experience Consultant

Music wouldn't exist without the work of songwriters, composers and publishers. We're here to represent them and make sure that they are paid for their work. After more than a century in the industry, we continue to innovate as a world-leading organisation.

Overview

Music wouldn't exist without the work of songwriters, composers and publishers. We're here to represent them and make sure that they are paid for their work. After more than a century in the industry, we continue to innovate as a world-leading organisation.

The Role

A broad, delivery-focused role accountable for improving the service and experience we provide to members by identifying, shaping and delivering continuous improvements across internal and external products, tools, data and processes. The role is responsible for ensuring these improvements are clearly defined, effectively implemented and aligned to member needs, operational requirements and wider organisational priorities.

Act as the subject matter expert, business owner and business change lead for membership tools, products and processes, providing day-to-day ownership as well as project-based support. Ensure these solutions are simple to use, effective in operation, fit for purpose and continuously improved based on user needs, stakeholder feedback and business priorities.

That should include leading or participating in internal improvements initiatives and acting as the representative for the department on business-wide projects, communicating membership requirements and managing the engagement of membership stakeholders to the highest standards.

Have a detailed knowledge of our membership tools and products, both internal and external, understanding their use, capability and underlying data sets to support those across the business in their use and in managing our vital membership data.

Work to improve our member data quality in all areas of expertise and responsibility to ensure it is as accurate and well maintained as possible.

Responsibilities

• Work collaboratively with the Member Experience team to deliver a consistently high-quality member experience across all member touchpoints, taking personal accountability for agreed objectives and service outcomes.
• Act as the subject matter expert, business owner and change lead for assigned membership tools, products and processes, ensuring they remain effective, compliant, fit for purpose and aligned to business and member needs.
• Lead, manage and deliver internal initiatives and change programmes that improve the member experience, taking ownership of scope, timelines, stakeholder engagement, risks and successful implementation.
• Partner with stakeholders across the organisation to define requirements, develop solutions and deliver improvements that support organisational strategy and enhance services for members and prospective members.
• Manage multiple workstreams and priorities simultaneously, ensuring deliverables are completed on time, to the required quality standard and in line with agreed objectives.

About You

• Demonstrable experience in project, product or business change delivery, with the ability to manage scope, plans, risks, dependencies and deliverables through to successful implementation.
• Strong understanding of customer or member experience principles, with experience identifying service improvements and translating user needs into practical, deliverable outcomes.
• Proven experience supporting or leading change initiatives, including stakeholder engagement, communications, training, business readiness and user adoption activities.
• Experience gathering, documenting and prioritising business requirements, user stories, use cases, process maps and acceptance criteria to support product, process or system improvements.
• Ability to review, interpret and analyse customer or member feedback, operational insight and performance data to identify trends, root causes and improvement opportunities.
• Good understanding of data quality principles, including accuracy, completeness, consistency, governance and the importance of reliable data in supporting operational and strategic decision-making.
• Experience using collaboration, planning and delivery tools such as Confluence, Jira, Monday.com or similar platforms to manage work, document requirements and track progress.
• Excellent written and verbal communication skills, with the ability to produce clear documentation, deliver presentations and tailor messages for operational, technical and senior stakeholder audiences.
• Strong analytical, problem-solving and critical thinking skills, with excellent attention to detail and the ability to make evidence-based recommendations.
• Confident stakeholder management and relationship-building skills, with the ability to influence, challenge constructively and work collaboratively across teams to achieve agreed outcomes.

What’s in it for you?

• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We are consciously inclusive and have eight Affinity Groups which you can join and make an impact
• We invest in the development of our people to drive our ambitions forward
• We offer a range of family friendly leave including enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support.
• We know time to rest and recharge is important which is why we offer 25 days holiday entitlement with the option to top up twice annually up to a maximum of 30 days
• Employees can work from anywhere in the world for up to eight weeks of the year
• Plus a whole range of other benefits, including retail discounts, gym discounts, season ticket or bicycle loan.

The Process

Our Interview Process For This Role Is Simple

• First stage interview will take place virtually on MS Teams.
• Second stage interview will take place in person at our London Bridge Hub.

Location

We offer a hybrid working model, allowing employees to work from home up to three days a week. To ensure the health and safety of all our employees, if you wish to work from home for more than 2.5 days per week, we will conduct a quick and easy remote-working assessment.

At PRS we are committed to equity, diversity, inclusion and belonging for all. We have taken a holistic approach to ensure that no one feels excluded regardless of age, class, sexuality, gender, race, religion, or ability. We value the needs of everyone in our organisation and strive to build an environment where our employee’s contributions are recognised in order that everyone may thrive.