Blue Light Card. Individually great, together unstoppable
The Role and the Team
Member Operations at Blue Light Card is growing fast, and the way we work is growing with it. New colleagues are joining, our AI-powered member support is learning from our knowledge base every day, and we are laying foundations that will shape how we help our members for years to come.
As our Process Designer, you will map, write and look after the processes and SOPs that help our frontline teams support members with confidence. You will begin by capturing how Member Operations works day to day, so everyone is clear on our ways of working, then keep building a well-organised knowledge base that colleagues and our AI-powered support can both rely on. You will join a close-knit team, working alongside another Process Designer and a Knowledge Manager, and reporting directly to our Knowledge and Process Manager.
Your days will be varied. We work in agile sprints, so you will pick up a mix of quick improvements and longer projects, partnering with operations managers, quality, change, product, engineering and legal colleagues along the way. We are an AI-native team, so you will use tools like Claude to speed up first drafts and explore how our content can be shaped for AI. Everyone here is open to new ideas and happy to collaborate, so you will always know who to reach out to.
What You'll Do
Map and document end-to-end processes and SOPs for Member Operations, speaking to the people who run them day to day and turning what you learn into clear steps that frontline teams can follow with confidence
Capture how Member Operations works day to day, so our ways of working are written down, shared and understood by everyone, including new joiners
Build and organise our member knowledge base, structuring and tagging content so it is easy to find, easy to trust and ready for any platform move, and supporting our external help centre where needed
Prepare process packs and SOPs ahead of product launches and system changes, so frontline teams feel ready from day one
Help keep documentation up to date by agreeing review dates, spotting when changes mean an update is needed, and checking updates with the right process owners
Build relationships with operations managers, quality, change, product, engineering and legal colleagues, helping busy teams see the value of clear, shared processes that fit how the work gets done
Use AI tools such as Claude to draft process maps and SOPs, and to spot patterns in quality or operational data
Review how processes perform after launches or changes, and use what you learn to refine them
What You'll Bring
Experience mapping processes or writing SOPs in an operational environment, with a clear and practical writing style
Experience organising content in a knowledge management platform, with a good eye for structure and consistency, and an understanding of why accurate, well-structured content matters for self-service and AI-powered support
Confidence building relationships across operations, product and engineering teams, including reaching out to people you have not worked with before
The ability to turn technical or business requirements into clear, practical documentation that people want to use
Experience supporting product or system launches from a process or readiness perspective
A thoughtful approach to communication, considering what matters to the person on the other end and shaping your message so it lands
Comfort working independently in a fast-moving, agile environment, with curiosity about AI tools. Experience in a Customer Service Operations role would be preferred but is not essential. Experience in membership, subscription or financial services, or of moving content between knowledge platforms, would also be a bonus
Our Culture
Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning, what makes us want to think…