Institute and Faculty of Actuaries
Director Member and Customer Success
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Director Member and Customer Success
Director of Member & Customer Success – Permanent (Hybrid Role)
About the Institute and Faculty of Actuaries (IFoA)
The Institute and Faculty of Actuaries (IFoA) is the UK’s chartered professional body dedicated to educating, developing, and regulating actuaries based both in the UK and internationally. We regulate and represent over 34,000 members worldwide, overseeing their actuarial education, qualifications, and career development. We set examinations, continuing professional development, professional standards, and disciplinary frameworks for our members.
We are now seeking a Director of Member & Customer Success for a permanent role, working hybrid (remote home + in-person at our London hub).
We promote flexibility, allowing staff to balance work between home and the office based on preferences and needs, in line with our hybrid working policy.
Job Summary
The Director of Member & Customer Success is the strategic and operational leader responsible for delivering a ** exceptional, consistent, and efficient** experience for all members, exam candidates, and partners across the IFoA’s global ecosystem. You will develop a customer success function that embodies the Institute’s values—empathy, expertise, efficiency, and fairness—while cultivating trust and loyalty.
Key Responsibilities
Customer Contact Leadership
- Lead global customer operations across all channels (phone, email, live chat, digital), ensuring high-quality resolution, consistency, and service excellence.
- Oversee first and second-line support teams, triage escalations, and align operations with quality standards and clear measurements.
- Foster a service culture that prioritises empathy, accountability, expertise, and efficiency.
- Establish a centre of excellence for member and customer operations, balancing global consistency with regional flexibility.
- Drive audit processes, risk management, and ongoing improvement across customer success functions.
Member, Exam Candidate & Partner Processes
- Own and enhance end-to-end processes for member lifecycle, exam candidate journeys, and partner interactions, including:
- Onboarding, renewals, registrations
- Exam bookings, results, certifications, and accreditations
- Ongoing support
- Design processes for clarity, accessibility, and ease of use, while reducing friction and failure demand.
- Embed customer-centered design principles and improve satisfaction through performance metrics and feedback loops.
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Operational Efficiency & Process Excellence
- Develop and implement a global operations strategy to increase productivity, reduce costs, and enhance service delivery.
- Oversee workforce planning, resource management, and demand forecasting to optimise performance.
- Refine operational efficiencies through *automation, workflow optimisation, digitisation, and lean methodologies.
- Champion transparency in processes, ensuring clear documentation, ownership, and governance.
Performance, SLAs & Continuous Improvement
- Define and enforce global service standards, SLAs, KPIs, and quality frameworks for member-facing operations.
- Monitor performance via dashboards, analytics, and insights, driving strategic decisions with data.
- Lead a culture of continuous improvement, identifying root causes and embedding best practices.
- Ensure rigorous compliance and quality assurance in processes, data handling, and customer interactions.
Customer Experience Strategy
- Develop a global customer and member experience plan, reflecting the IFoA’s mission and strategic priorities.
- Build and execute a structured Voice of the Customer program, capturing insights through:
- Feedback, surveys, complaint data, journey mapping, and analytics
- Translate findings into actionable changes across qualifications, learning, membership, and digital experiences.
- Advocate for customer and member needs with cross-functional teams and decision-makers.
Technology & Digital Enablement
- Oversee customer-facing systems, including CRM, case management, membership databases, exam portals, and knowledge tools.
- Collaborate with IT teams to advance technology-led transformation, such as:
- Self-service platforms
- AI/automation for support operations
- Data intelligence for decision-making
- Prioritise user-centered, scalable system improvements that enhance productivity and service quality.
Leadership & Stakeholder Engagement
- Lead and mentor high-performing global teams including customer service, process improvement, and experience roles.
- Partner closely with key departments, including:
- Membership, Professional Development, Exams, Marketing, Accreditation, Markets, Technology, and Finance.
- Provide clear, data-driven reporting to the Executive Team and Board on operational risks, trends, and strategic opportunities.
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Essential Requirements
Knowledge & Experience
- Visionary leader armed with strategic and change management expertise, adept at influencing across organisational levels.
- Demonstrated success in customer contact and process innovation, specifically in multi-market service environments.
- Strong collaboration, stakeholder management, diplomacy, and cultural fluency in an international setting.
- Commercial acumen with experience delivering high-impact learning and development propositions.
- Commitment to professional ethics, integrity, and inclusive practices.
Decision-Making & Conflict Resolution
- This role requires significant autonomy in shaping the global customer experience and operational decision-making.
- Ability to balance competing priorities, sift complex data sources, and address trade-offs and challenges—some with no clear precedent—within a diverse stakeholder landscape.
Salary & Benefits
- Starting salary: £90,060
- Hybrid and flexible working arrangements, with families formalised agreements.
- Competitive benefits including pensions, professional development opportunities, and inclusive company culture.
Application Process
To apply, please submit a CV and cover letter to: HRsupport@actuaries.org.uk
Deadline: 26 July 2026
Note: The vacancy may close early due to high demand. Apply as soon as possible.
Eligibility & Adjustments
- UK work eligibility required.
- Alternative formats or adjustments to support your application may be requested—contact HRsupport@actuaries.org.uk.
Diversity, Equity & Inclusion
The IFoA welcomes applicants from all backgrounds. We actively promote diversity of thought, experience, and identity, and encourage all qualified candidates to apply. For further details, visit our DEI Strategy.
Discover the Difference
For insights into working at IFoA, read our career page. Join us in shaping the actuarial profession’s future.
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