Head of Member Experience

Head of Member Experience

Can you take a member value proposition back to first principles, design it around what members actually need, and build the commercial case to back it?

Are you equally comfortable setting the strategic direction and rolling up your sleeves to make it happen in a lean, fast-moving organisation?

Can you turn deep member insight and segmentation into clear, engaging propositions that genuinely change behaviour and drive participation?

If so, this could be the perfect opportunity for you!

Our client

We are working with a professional body that is agile in the truest sense. Decision-making moves quickly. The culture is collegiate and genuinely non-hierarchical.

The role

This is an opportunity to step into a newly created, high‑impact role at a national professional membership organisation that is actively reshaping its future.

The organisation serves a large, diverse professional community, with multiple routes, needs and expectations. As Head of Member Experience, you will shape the future direction of the member offer.

You will lead a full review of the member value proposition, grounded in member insight, segmentation and need. You will define what membership should mean today and in the future, how different member groups are best served, and how engagement can be rebuilt in ways that are credible, relevant and commercially sound. You will work closely with the leadership team, bringing the member voice directly into commercial and strategic decision‑making.

Over your first 6–12 months, success will look like:

• A clear, compelling member value proposition that is understood internally and meaningful externally
• Well‑defined member segments, with a differentiated approach to engagement and value
• A credible, deliverable strategy for member experience and engagement, aligned to the organisation’s wider transformation
• Foundations in place to rebuild sentiment, trust and long‑term participation

This is a senior role with real visibility, influence and scope to grow. You will have direct exposure to the executive team and elected leadership and will play a central part in shaping the organisation’s next phase.

Key facts

• Salary: £65,000 p.a.
• Full-time, permanent role
• Location: home-based with occasional travel to the office for team meetings and member engagement activities. Ideally, the successful candidate will have easy access to London.

About you

You are someone who understands that membership value is both emotional and commercial, and you know how to design for both.

You will likely be someone who:

• Has demonstrable experience leading member-focused functions, with accountability for experience and outcomes
• Has a strong record of shaping and embedding member experience strategies that operate across an organisation, not just within a single team
• Is confident at driving initiatives that cut across functions, with the credibility to influence senior leaders and align stakeholders
• Is commercially minded and strategically astute, able to connect member experience activity to wider business goals such as retention, growth and long‑term value
• Communicates clearly and persuasively, comfortable translating complex ideas into compelling narratives for a range of audiences
• Is highly collaborative, with a natural ability to build trusted relationships and networks across teams, partners and professional communities
• Is comfortable working with digital platforms and CRM systems, with the judgement to identify and adopt new digital approaches that improve service quality, efficiency and member support

This role will suit someone who can handle complexity, wants real influence, and is motivated by creating an offer that is genuinely valuable for members.

Interested?

For a confidential conversation before applying, with FJWilson Talent, please contact us on 0203 195 3600, or email us at [email protected]

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FJWilson Talent Services is acting as an Employment Agency in relation to this vacancy.

FJWilson Talent Services encourages applications from all suitably qualified and eligible candidates who represent the full diversity of communities in the UK. Accommodations are available on request for candidates taking part in all aspects of the selection process.