Job Description

Blue Light Card. Individually great, together unstoppable

The Role and the Team

Member Operations at Blue Light Card is growing fast, and the way we work is growing with it. New colleagues are joining, our AI-powered member support is learning from our knowledge base every day, and we are laying foundations that will shape how we help our members for years to come.

As our Process Designer, you will map, write and look after the processes and SOPs that help our frontline teams support members with confidence. You will begin by capturing how Member Operations works day to day, so everyone is clear on our ways of working, then keep building a well-organised knowledge base that colleagues and our AI-powered support can both rely on. You will join a close-knit team, working alongside another Process Designer and a Knowledge Manager, and reporting directly to our Knowledge and Process Manager.

Your days will be varied. We work in agile sprints, so you will pick up a mix of quick improvements and longer projects, partnering with operations managers, quality, change, product, engineering and legal colleagues along the way. We are an AI-native team, so you will use tools like Claude to speed up first drafts and explore how our content can be shaped for AI. Everyone here is open to new ideas and happy to collaborate, so you will always know who to reach out to.

What You'll Do

• Map and document end-to-end processes and SOPs for Member Operations, speaking to the people who run them day to day and turning what you learn into clear steps that frontline teams can follow with confidence
• Capture how Member Operations works day to day, so our ways of working are written down, shared and understood by everyone, including new joiners
• Build and organise our member knowledge base, structuring and tagging content so it is easy to find, easy to trust and ready for any platform move, and supporting our external help centre where needed
• Prepare process packs and SOPs ahead of product launches and system changes, so frontline teams feel ready from day one
• Help keep documentation up to date by agreeing review dates, spotting when changes mean an update is needed, and checking updates with the right process owners
• Build relationships with operations managers, quality, change, product, engineering and legal colleagues, helping busy teams see the value of clear, shared processes that fit how the work gets done
• Use AI tools such as Claude to draft process maps and SOPs, and to spot patterns in quality or operational data
• Review how processes perform after launches or changes, and use what you learn to refine them

What You'll Bring

• Experience mapping processes or writing SOPs in an operational environment, with a clear and practical writing style
• Experience organising content in a knowledge management platform, with a good eye for structure and consistency, and an understanding of why accurate, well-structured content matters for self-service and AI-powered support
• Confidence building relationships across operations, product and engineering teams, including reaching out to people you have not worked with before
• The ability to turn technical or business requirements into clear, practical documentation that people want to use
• Experience supporting product or system launches from a process or readiness perspective
• A thoughtful approach to communication, considering what matters to the person on the other end and shaping your message so it lands
• Comfort working independently in a fast-moving, agile environment, with curiosity about AI tools. Experience in a Customer Service Operations role would be preferred but is not essential. Experience in membership, subscription or financial services, or of moving content between knowledge platforms, would also be a bonus

Our Culture

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.

What We Offer

• 25 days annual leave plus public holidays and an additional day off for your birthday
• A Moments that Matter day – one extra day of leave each year to use for something that matters to you
• Buy and sell holiday scheme of up to 5 days
• 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 of £450 per year to invest in your development
• Private Medical Insurance that includes cover for pre-existing conditions
• Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into your pension
• Enhanced Maternity, Partner, Adoption and Shared Parental Leave
• Healthcare cash-back plan
• 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 at HQ

#LI-Hybrid