Member Experience and Service Design Manager
Likely
Sponsorship likelihood
This employer has issued visas recently
Not disclosed
Salary
Not disclosed by employer
£50,200
Going rate
Skilled Worker going rate
This role may qualify for a Skilled Worker visa
SOC 2431 is an eligible occupation, but we are only 34% sure that is the right code. RAILPEN LIMITED is a licensed sponsor, so if the code fits, the role should qualify. Check the occupation eligibility rules against what the job actually involves.
We pick the code from the advert's text, so it is our best guess, not the employer's. Each code it could be has its own likelihood:
- Likely 2431 (Management consultants and business analysts) · 34% match
- Likely 2439 (Business, research and administrative professionals not elsewhere classified) · 22% match
- Ineligible 4143 (Customer service managers) · 17% match
Ask RAILPEN LIMITED what the duties are.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
2431 Management consultants and business analysts Most likely code | £35,100 | £40,200 | £45,200 | £50,200 |
2439 Business, research and administrative professionals not elsewhere classified Also possible | £39,600 | £45,300 | £50,900 | £56,600 |
4143 Customer service managers Also possible | £33,400 | £41,700 | £41,700 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
Member Experience & Service Design Manager
Darlington (hybrid working) 2 days per week in the Darlington office, with flexibility depending on business needs and stakeholder engagement.
About the role
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, visit our careers page here.
What you’ll be doing
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.
You'll:
- 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.
What we’re looking for
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.
Essential
You'll bring:
- Experience leading customer or member experience improvements, service design activity, journey management or related initiatives.
- A proven track record of mapping and improving end-to-end customer or member journeys.
- Experience using insight, research, feedback and data to identify opportunities and drive improvement.
- Strong stakeholder management and influencing skills, with the ability to build credibility and challenge constructively.
- Experience delivering improvement, change or transformation initiatives across multiple teams and functions.
- A genuine passion for customer and member experience, with a strong understanding of what good outcomes look like.
- The ability to balance strategic thinking with hands-on delivery and execution.
- Experience working within a complex, regulated or service-led environment.
- An appreciation of the challenges organisations face when balancing customer needs, operational efficiency, regulation and technology change.
Desirable
It would be great if you also have:
- Experience within pensions, retirement, employee benefits, financial services or another highly regulated industry.
- Knowledge of service design methodologies and user-centred design principles.
- Experience improving digital adoption and self-service journeys.
- Experience applying behavioural insight techniques to improve engagement or outcomes.
- Experience supporting vulnerable customers or designing inclusive services.
- Experience working with external partners, consultancies or third-party suppliers.
- Experience supporting large-scale transformation programmes.
- Experience benchmarking customer or member experience against external best practice.
People management experience isn't essential. Success in this role will come from your ability to influence others, build strong relationships and drive outcomes through expertise, collaboration and a shared commitment to putting members first.
Why is this role exciting now?
This is an exciting opportunity to shape how our members experience Railpen.
You'll work across a wide range of teams, influence meaningful change, collaborate with external partners and play a key role in improving member outcomes through better journeys, services and experiences.
What you’ll get in return
- A competitive salary (depending on experience) plus generous annual bonus plan
- 28 days annual leave plus bank holidays
- We provide membership of the Railways Pension Scheme, a Defined Benefit arrangement under which you get a pension for life and a lump sum when you retire, based on your length of service and pay
- 4x Life Assurance cover
- We support hybrid and flexible working along with very generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave
- Take a look at the full range of benefits available to support you, click here
Next steps
If you’re excited by the opportunity to make a meaningful contribution and grow your career with us, we encourage you to apply by 29th October 2026.
Inclusion at Railpen
At Railpen, diversity, equity and inclusion are core to who we are. We’re committed to creating a workplace where everyone feels respected, supported and able to thrive. Our mission to secure a better future for our members is strengthened by the different perspectives and experiences our people bring.
We are transparent about our gender pay gap and are actively committed to addressing it through fair and inclusive recruitment, progression and reward practices.
We respect and support individuals’ pronouns and encourage colleagues to share them if they feel comfortable to do so.
We’re proud to be an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of age, ethnicity, religion, sex, sexual orientation, gender identity, disability, neurodiversity, or any other protected characteristic. If you need adjustments during the recruitment process, just let us know.
This description is the source posting as it read when we added it. We are not affiliated with RAILPEN LIMITED, so check their own site for the current details.
Where this offer sits in the market
Management consultants and business analysts (SOC 2431) · UK · ONS ASHE 2025 · basic pay · ~251k in sample- Middle half £40,196–71,188
- Median £53,820
- Going rate £50,200
- Threshold £41,700
- New entrant £35,100–45,200
Similar sponsored roles
See all UK visa jobs
About sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. RAILPEN LIMITED holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 2431 going rate of £50,200. New-entrant and shortage discounts can lower it.