National Friendly
Head of Member Services
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Location: Bristol (Discretionary Hybrid Working – minimum 3 days per week in the office)
Reporting to: Chief Operating Officer
Salary: £65k–£70k DOE + Benefits
Role Overview
We are seeking an experienced and forward-thinking Head of Member Services to lead the operational delivery and digital evolution of our Member Services function. The role is responsible for transforming how members interact with National Friendly, increasing digital adoption, expanding self-service capabilities, implementing AI-enabled solutions and creating a modern, data-driven customer operation. Working closely with the COO, the successful candidate will lead service transformation initiatives that improve customer outcomes, operational efficiency and colleague productivity.
Strategic & Operational Leadership
- Support the COO in shaping and delivering the Member Services strategy and transformation roadmap.
- Translate strategic objectives into operational plans and measurable outcomes.
- Lead day-to-day operational performance across Member Services.
- Manage budgets, workforce planning and operational risks.
- Provide customer, operational and performance insights to support decision making.
Digital Transformation & Innovation
- Own the Member Services digital transformation roadmap.
- Drive adoption of digital channels and self-service capabilities.
- Identify, evaluate and implement AI-enabled solutions that improve customer and colleague experiences.
- Champion digital-first journeys while ensuring support for vulnerable customers.
- Use customer insight, analytics and operational MI to prioritise improvement activity.
- Deliver measurable benefits and ROI from digital and AI investments.
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Technology & Service Platforms
- Own the operational roadmap for CRM, telephony, knowledge management and digital service platforms.
- Act as business owner for service technology enhancements and continuous improvement initiatives.
- Work with suppliers and stakeholders to maximise platform capability and value.
- Ensure technology investments improve customer outcomes and operational performance.
Customer Outcomes, Consumer Duty & Vulnerability
- Ensure fair customer outcomes across all Member Services activities.
- Embed Consumer Duty principles into customer journeys and colleague behaviours.
- Ensure vulnerable customers are identified and supported appropriately.
- Work closely with Compliance and Risk teams to monitor customer outcomes.
Customer Insight, Complaints & Service Excellence
- Lead the Voice of the Customer approach.
- Analyse feedback, complaints and service data to identify improvements.
- Oversee complaints handling and regulatory compliance.
- Drive continuous improvement and root cause analysis.
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Leadership
- Lead, coach and develop managers and operational teams.
- Build leadership capability, succession plans and talent pipelines.
- Drive colleague engagement, wellbeing and retention.
Essential Experience
- Senior leadership experience within customer operations.
- Proven experience leading digital customer service transformation programmes.
- Experience implementing AI, automation, workflow or chatbot technologies.
- Strong understanding of digital customer journeys and self-service strategies.
- Experienced in managing and optimising telephony platforms to support efficient customer operations.
- Experience using customer insight, analytics and operational MI to drive improvements.
- Strong understanding of regulated environments and customer outcomes.
Success Measures
- Growth in digital adoption and self-service utilisation.
- Improved customer satisfaction and customer outcome measures.
- Enhanced colleague productivity through AI and automation.
- Delivery of transformation benefits and ROI.
- Strong service, quality, complaint and regulatory outcomes.
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