Head of Member and Customer Service Improvement

About Us And The Role

Every member, exam candidate, employer and partner that contacts the IFoA should get the same clear, helpful answer, wherever they are in the world. We’re looking for an experienced service leader to make that happen. You’ll lead our Member and Customer Services teams, own the processes that carry people through their actuarial careers with us, and keep making them better.

About Us And The Role

The Institute and Faculty of Actuaries is the UK’s chartered professional body for actuaries, with members, students and partners around the world. Our Member and Customer Success team is the first point of contact for most of them. For a student booking an exam or a qualified actuary renewing their membership, we are the IFoA.

This role sits at the centre of that. You’ll oversee our first and second line contact teams and the end-to-end processes behind membership, exams and learning. There’s a particular focus on the services we provide to employers, partner actuarial associations, universities and accreditation. Much of what we do affects people’s career progression, and a meaningful share of it generates revenue, so getting it right matters.

You’ll also join our Senior Leadership Team, helping shape decisions across the IFoA as well as within your own area.

What You’ll Do

• Lead and develop the Member and Customer Services teams, setting the standard for great service yourself
• Make sure our end-to-end processes run well for members, exam candidates and partners, from onboarding, registrations and renewals to exam bookings, results, certification and accreditation
• Bring customer-centred design and continuous improvement to the way we work, taking out friction and failure demand
• Find and deliver gains in productivity, cost and service quality, using automation, digitisation, workflow redesign and lean methods where they fit
• Run operational planning, workforce management and forecasting so the teams are ready for peaks in demand
• Keep quality assurance and compliance strong across processes, data handling and customer interactions
• Take ownership of complex escalations and make sure complaints are resolved fairly
• Report on what members and customers are telling us, and use it to improve services and inform decisions
• Contribute to corporate decisions as part of the Senior Leadership Team, and lead or support IFoA-wide projects

What We’re Looking For

This is a Head-level role. We’re looking for someone who already leads at that level and has held accountability for service operations that bring in significant revenue. We’ll prioritise candidates whose experience comes from a professional body, membership organisation or higher education, ideally with an international or multi-market element. Members, candidates and partners need different things from a retail customer, and we want someone who already knows that.

You’ll Bring

• Senior leadership of operations, process improvement and customer contact in a professional body, membership organisation or higher education setting
• Accountability for high-volume, revenue-generating processes such as membership, registrations, admissions, exams or accreditation
• Experience of serving members or customers across more than one country or market, and the cultural awareness that comes with it
• A track record of improving processes with continuous improvement, lean or customer-centred design, and being able to show the results
• Strong operational planning and workforce management, including forecasting and resourcing for demand peaks
• Experience building and developing teams, both through line management and across a matrix
• The ability to influence and work with senior stakeholders, and to lead change at every level
• Calm judgement with sensitive, confidential and escalated issues, and a commitment to ethics, integrity and inclusion

What We Offer

This is a hybrid role, based at one of our hubs in London, Oxford or Edinburgh, with travel as required. We encourage colleagues to split their time between home and the hub in whatever way suits their needs and preferences, in line with our hybrid working policy.

The starting salary is £73,245 if based in London, £67,830 if based on Oxford or Edinburgh.

Benefits include Holiday entitlement of 35 days leave per annum (this includes the bank holidays) Pension contribution from the IFoA of 8% with a requirement for a personal contribution of at least 2%, plus matching of additional voluntary contributions of up to an additional 2%, Private healthcare scheme, Employee Assistance Programme, Death in service cover of 3.5 times your annual pensionable salary, Income protection, Agile and Hybrid working, Training & Development.

Alternative format and adjustments

• any information regarding our vacancies in an alternative format
• any adjustments to support you to fully participate in any part of the application and recruitment process

Any information shared will be used only to enable us to make reasonable adjustments to support you to participate in the recruitment process and not to inform selection decisions.

You can reach us at

The IFoA encourages applicants from a variety of backgrounds and experience 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. Consequently, we promote diversity, equity and inclusion in all our policies, practices and procedures, and actively encourage applications from a diverse range of potential candidates. 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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