Every member who gets in touch with us is telling us something about how we could be doing better, and we want people who are curious enough to dig into why. Member Operations sits at the heart of how we look after the heroes who use Blue Light Card, and there is a strong appetite across the team to change how we work: moving quickly, fixing what needs fixing and building on what already works. We have two new CX Manager positions available to help us do exactly that.
As a CX Manager, you will take ownership of complex and sensitive member issues, work out why they keep happening and put practical fixes in place so they stop. It is a project-led role with a blend of quick wins and longer-running process improvement, and you will own the data that tells the story behind why members are getting in touch, drawing on tools such as Zendesk, Lightdash and our internal admin panel, alongside AI and chatbot support tools in the pipeline. You will report to our Senior Service Manager, and work alongside our Member Operations managers, Experience, QA, Knowledge & Process and Systems & Tooling teams, as well as colleagues in Product, Engineering, Partnerships and Marketing.
Because these roles are new, there is plenty of room to shape what good looks like. If you get a buzz from making improvements, from quick fixes to long-term change, this is a chance to champion an area of the member experience and make CX improvement a fundamental part of how Member Operations works. Change happens quickly here, and you will see the difference your work makes for members and for the advisors who support them.
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, 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 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.
#LI-Hybrid
We're the dedicated rewards service for the frontline community, supporting millions of members across the UK.
Our community are at the heart of everything we do. We show our appreciation to those that are always there for us with over 18,000 partners offering local and national, online and in-store discounts, helping our members save as much as money as possible. We also say thank you by offering exclusive access to sought-after events to help members enjoy their well-earned time off.
For more information on who qualifies and the offers available, visit www.bluelightcard.co.uk.
We’re dedicated to supporting those who support others, and this includes our incredible colleagues. We believe that a happy, healthy, and motivated workforce is key to our success.
If you want to a difference and work for a growing technology business, check out our latest jobs by visiting our careers page https://careers.bluelightcard.co.uk/.
