Blue Light Card. Individually great, together unstoppable The Role and the TeamWe have an exciting opportunity for an experienced Head of Success to join us and oversee our UK Member Operations and Experience teams. You’ll lead high-performing teams while playing a key role in optimising customer service platforms, enhancing operational excellence, and protecting our members from fraud.Our Member Services team are dedicated to delivering an exceptional experience for our 5.4 million+ members, supporting them throughout their journey with the Blue Light Card community.What You’ll Do Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service deliveryUtilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our membersEstablish and monitor performance metrics to measure success and identify areas for improvementLead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvementBe the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing managementIdentify process improvements through data-driven insights and member feedback, implementing new initiatives to streamline workflows and reduce response timesCollaborate with other departments, including Marketing, Commercial, and Product, to ensure a cohesive customer experienceTrack and report on financial performance and savings from operational initiativesWhat You’ll Bring Prior success managing large teams within a contact centre, driving performance metrics in a B2C environment, ideally within the tech industryProven experience in the Financial Services sector, with a strong focus on fraud prevention and detectionZendesk subject matter expertise, although if you have a high-level of competency in another similar customer service system, then we encourage you to applyEmotional intelligence and empathy, fostering an inclusive and supportive team environmentDemonstrated ability to scale teams and departments, with a track record of nurturing talent, building scalable processes, and supporting sustainable growth in a fast-paced businessStrong analytical and critical thinking skills, paired with a proactive mindset for identifying and solving challengesOur CultureOur mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, 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’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – 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.What We OfferHybrid working and flexible hours35 hour working week Free parking and EV charging onsite at HQ25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 daysA company bonus schemeYour own Blue Light Card and exclusive access to thousands of discountsGreat social events e.g., festive party, summer party, team socials, sports matchesRegular company-wide recognition events e.g. Monthly Light’s Up and The Shine AwardsRelaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)Onsite gym at HQ (including access to free HIIT & stretch classes)Strong learning and development cultureGroup auto-enrolment pension plan Enhanced parental leave and absence leaveCompany funded private medical insurance Healthcare cashback planEmployee assistance programme (including mental health support) and mental health first aiders#LI-HybridRemote Status: hybridLocation 1Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable)