Director Member and Customer Success

About the Institute and Faculty of Actuaries (IFoA)

The IFoA is the UK's chartered professional body dedicated to educating, developing and regulating actuaries, both in the UK and internationally. It regulates and represents over 34,000 members worldwide, overseeing their actuarial education at all stages of qualification and development throughout their careers.

Director Member and Customer Success – Permanent contract, hybrid (home and London hub).

Salary: £90,060.

The Director of Member & Customer Success is the strategic and operational leader responsible for delivering an exceptional, consistent and efficient experience for all members, customers, exam candidates and partners across the IFoA's global ecosystem.

• Lead global customer operations across all contact channels (phone, email, chat, digital), ensuring high quality processing and a consistently excellent experience.
• Oversee first line frontline service teams and second line specialist support, ensuring effective triage, escalation management, and knowledge‑based resolution aligned with quality and standards.
• Deliver a service culture that promotes empathy, expertise, efficiency and accountability across all interactions.
• Establish a centre of excellence for member and customer operations, ensuring global consistency while enabling regional flexibility.
• Lead audit processes, risk management and continuous improvement of member and customer success.

• Own and optimise all end‑to‑end processes that support the member lifecycle, exam candidate journey and partner interactions – including onboarding, renewals, registrations, exam bookings, results, certifications, accreditations and ongoing support.
• Ensure processes are designed for clarity, accessibility and ease of use, supporting a seamless experience for all stakeholders.
• Embed customer‑centred design and continuous improvement methodologies to remove friction, reduce failure demand and enhance satisfaction.

• Develop and lead a global operations strategy that drives productivity, cost‑effectiveness and service improvements across all customer and membership processes.
• Oversee operational planning, workforce management, resource allocation and forecasting to ensure teams are optimally equipped to meet demand.
• Establish and refine process efficiencies through automation, workflow optimisation, digitisation and lean methodologies.
• Champion end‑to‑end process transparency, ensuring documentation, ownership and governance are clear and consistently applied.

• Define and manage global service standards, SLAs, KPIs and quality frameworks for all member and customer‑facing functions.
• Monitor performance through dashboards, analytics and customer insights to drive operational and strategic decision‑making.
• Lead a culture of continuous improvement by identifying root causes, implementing corrective actions and embedding best practice.
• Ensure rigorous quality assurance and compliance across processes, data handling and customer interactions.

• Develop a global customer and member experience strategic plan that reflects the institute's mission, strategic and international priorities.
• Build and embed a structured Voice of the Customer programme – capturing insight through feedback, surveys, complaints, journey mapping and data analytics.
• Translate insight into actionable improvement plans across products, qualifications, learning, membership and digital experiences.
• Act as the executive advocate for customer and member needs, influencing organisational priorities and cross‑functional decision‑making.

• Oversee the systems that support customer operations – including CRM, case management, membership systems, candidate portals and knowledge management tooling.
• Partner with technology and digital teams to drive transformation in customer engagement, self‑service, automation, AI‑enabled support and data‑driven…