Blue Light Card. Individually great, together unstoppable The Role and the Team At Blue Light Card, we’re on a mission to support our millions of members with meaningful digital experiences. We have recently undertaken a replatforming transformation, setting the foundations to tackle exciting greenfield projects and further enhance the experience for our members. With plenty of opportunities ahead, we’re looking for talented engineers who are eager to make an impact. Collaboration is at the heart of our work, we partner closely with the Product team in an agile squad structure, focusing on key outcomes such as share of wallet, personalisation, member growth & engagement, and platform evolution. What You’ll Do
Drive improvements through experimentation and A/B testing to ensure our application remains technologically relevant Take full ownership of your domain, contributing your expertise to foster a collaborative and innovative team culture Task delivery and solution design for mid-sized features and engineering problems, consistently questioning choices to actively contribute to continuous delivery and improvement Proactively share the benefits of your experience with the team, nurturing them and acting as a mentor to junior engineers Actively demonstrate resourcefulness and problem-solving skills Contribute to the establishment and maintenance of a continuous delivery pipeline, ensuring efficient and reliable software delivery What You’ll Bring Extensive experience in our modern technology stack which includes React, Node.js and Typescript Experience with the AWS services such as Amazon Cognito, DynamoDB Lambda, S3, Eventbridge, AppSync, API Gateway and SQS Experience using Serverless stack to build and deploy serverless applications into AWS cloud Exceptional communication skills within the team and across technical and non-technical stakeholders A passion for mentoring junior engineer, sharing knowledge, and cultivating a collaborative learning environment Flexible and adaptable problem-solving skills, capable of adjusting strategies in response to changing priorities and evolving business needs Proactive approach to seeking opportunities for process improvement, leveraging feedback loops to enhance team efficiency and project outcomes Ability to thrive in complex and ambiguous situations, navigating uncertainties and turning challenges into opportunities Our Culture Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service. We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working. What We Offer Hybrid working and flexible hours 35 hour working week Free parking and EV charging onsite at HQ 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days A company bonus scheme Your own Blue Light Card and exclusive access to thousands of discounts Great social events e.g., festive party, summer party, team socials, sports matches Regular company-wide recognition events e.g. Monthly Light’s Up and The Shine awards Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks) Onsite gym at HQ (including access to free HIIT & stretch classes) Strong learning and development culture Group auto-enrolment pension plan Enhanced parental leave and absence leave Company funded private medical insurance Healthcare cashback plan Employee assistance programme (including mental health support) and mental health first aiders #LI-Hybrid
Remote Status: hybridLocation 1 Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable) 24-28 Bloomsbury WayLondonLondonWC1A 2SNUnited Kingdom
Blue Light Card. Individually great, together unstoppable The Role and the Team We have an exciting opportunity for an experienced Head of Success to join us and oversee our UK Member Operations and Experience teams. You’ll lead high-performing teams while playing a key role in optimising customer service platforms, enhancing operational excellence, and protecting our members from fraud. Our Member Services team are dedicated to delivering an exceptional experience for our 5.4 million+ members, supporting them throughout their journey with the Blue Light Card community. What You’ll Do Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery Utilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our members Establish and monitor performance metrics to measure success and identify areas for improvement Lead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvement Be the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing management Identify process improvements through data-driven insights and member feedback, implementing new initiatives to streamline workflows and reduce response times Collaborate with other departments, including Marketing, Commercial, and Product, to ensure a cohesive customer experience Track and report on financial performance and savings from operational initiatives What You’ll Bring Prior success managing large teams within a contact centre, driving performance metrics in a B2C environment, ideally within the tech industry Proven experience in the Financial Services sector, with a strong focus on fraud prevention and detection Zendesk subject matter expertise, although if you have a high-level of competency in another similar customer service system, then we encourage you to apply Emotional intelligence and empathy, fostering an inclusive and supportive team environment Demonstrated ability to scale teams and departments, with a track record of nurturing talent, building scalable processes, and supporting sustainable growth in a fast-paced business Strong analytical and critical thinking skills, paired with a proactive mindset for identifying and solving challenges Our Culture Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service. We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working. What We Offer Hybrid working and flexible hours 35 hour working week Free parking and EV charging onsite at HQ 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days A company bonus scheme Your own Blue Light Card and exclusive access to thousands of discounts Great social events e.g., festive party, summer party, team socials, sports matches Regular company-wide recognition events e.g. Monthly Light’s Up and The Shine Awards Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks) Onsite gym at HQ (including access to free HIIT & stretch classes) Strong learning and development culture Group auto-enrolment pension plan Enhanced parental leave and absence leave Company funded private medical insurance Healthcare cashback plan Employee assistance programme (including mental health support) and mental health first aiders #LI-Hybrid Remote Status: hybridLocation 1 Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable)
