Member Experience and Service Design Manager

2 days per week in the Darlington office, with flexibility depending on business needs and stakeholder engagement.

We're looking for a Member Experience & Service Design Manager to help shape how our members experience Railpen. In this role, you'll use insight, service design and customer experience principles to identify opportunities, improve journeys and deliver meaningful improvements that help members achieve better outcomes.

Working across Member Services, Digital, Communications, Change and Technology teams, you'll bring together member, employer and operational insight to understand what matters most and turn that understanding into practical, sustainable improvements. You'll collaborate with colleagues and external partners to design better experiences, influence decision‑making and help ensure members remain at the heart of everything we do. You'll play a key role in shaping how member experience evolves across our services and channels, helping to create more intuitive, joined up and effective experiences whether members engage with us online, by phone or through written communications.

This is a hands‑on role where you'll combine strategic thinking with delivery. You'll be equally comfortable analysing insight, facilitating workshops, building stakeholder relationships and driving initiatives through to implementation. Success in this role won’t be measured by the number of journeys mapped or recommendations produced. It will be measured by the improvements you help deliver and the positive difference those changes make for our members.

To learn more about Railpen, including our values, culture and purpose,

This is a hands‑on role where you'll help design and deliver improvements across the member experience. You'll work across Member Services, Digital, Communications, Change and Technology teams to understand member needs, identify opportunities for improvement and help shape future services.

• Lead end‑to‑end member journey mapping across key interactions and life events.
• Use member, employer and operational insight to identify pain points and improvement opportunities.
• Design and implement initiatives that improve member engagement, understanding and outcomes.
• Support the development of intuitive and effective digital experiences that encourage greater adoption and self‑service where appropriate.
• Play a key role in shaping and delivering member experience improvements as part of major service and transformation initiatives, working alongside internal teams and external partners.
• Champion vulnerable member considerations, accessibility and inclusive design principles.
• Bring external insight, good practice and innovative thinking into Railpen.
• Help embed a member‑first culture across Member Services and the wider organisation.
• Influence and challenge stakeholders to ensure member needs remain central to decision‑making.

This isn’t a role where you’ll simply make recommendations and move on. We’re looking for someone who enjoys getting into the detail, leading work through to delivery and seeing improvements make a tangible difference.

We're looking for someone who combines strategic thinking with a strong bias for action. You'll be naturally curious, passionate about member and customer experience, and motivated by the opportunity to improve outcomes through meaningful change. You'll enjoy working across organisational boundaries, bringing people together around a common goal and turning ideas into tangible improvements.

• Experience leading customer or member experience improvements, service design activity, journey management or related initiatives.
• A…