IPS Group are working with Railpen on an exciting opportunity for a newly created role of Director of Member Experience to join our Member Services Leadership Team, reporting to the Chief Officer of Member Services on a permanent basis. We support hybrid working in this role but there is a need for periodic office presence across both the Darlington and London sites. Who are Railpen? Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest established pension funds. Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into. Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They help us make decisions and shape our interactions with others. They are what we stand for. About the role The Member Services business unit is entering a pivotal phase. Under new leadership, we are embarking on a transformation journey centred around a bold, member-first vision. This is a time of change, challenge, and opportunity—and we’re looking for someone ready to lead from the front. As Director of Member Experience, you will define and lead the end-to-end member experience strategy, ensuring it aligns with the Trustee’s value proposition and Railpen’s strategic goals. You’ll be a visible champion of our member-first culture, embedding it across the organisation. You’ll refine a multi-channel experience using data-driven insights, industry best practices, and innovative technologies. You’ll also support the Trustee in shaping the future service proposition for members. This is a leadership role that requires both vision and delivery. You’ll lead a team of communication specialists to ensure our messaging is clear, compliant, and inclusive—empowering members to make informed decisions at the right time. Who are we looking for? We’re looking for a strategic, purpose driven leader with proven experience in member/customer experience strategy, design, and delivery from within the pensions industry. You will also be able to evidence an effective track record of leading change and transformation in customer service environments. This role requires an expertise in communications, engagement, and marketing, with a focus on improving customer advocacy and satisfaction. The successful candidate will be able to evidence a collaborative leadership style and a track record of building high performing teams You will be a strategic thinker and data and purpose driven, with the ability to interpret data and insight in order to deliver solutions which drive the purpose. You will also be highly motivated by excellent customer service and you will champion member advocacy by putting the member at the heart of everything we do. What we can offer you Rewarding you • A highly competitive salary (depending on experience) • 28 days annual leave plus bank holidays • Generous annual bonus plan • 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 • Spperb Health, Wellbeing and Lifestyle benefits package
