Head of Individual Memberships

Reporting to: CEO

Role level: Management Board

Location: UK – remote / hybrid

Role type: Voluntary or secondment opportunity

Term: 2 years

Time commitment: Approximately 4–6 hours per week

About WIBF

Women in Banking & Finance (WIBF) is the UK’s leading membership organisation dedicated to accelerating progress towards gender-balanced leadership across financial services and finance. Our ambition is to build the UK’s largest and most impactful career-long ecosystem for women in the sector.

The opportunity

We are looking for an experienced customer or member journey leader to own the end-to-end individual member experience across WIBF.

This is a horizontal role at the heart of our matrix. Our strategic pillars and proposition leads own what WIBF delivers; the Head of Individual Memberships owns how members experience, navigate and derive value from it – across programmes, regions, networks, partnerships and digital channels.

The ambition is simple: WIBF should be relevant throughout a woman’s career – from entering the industry, through progression and leadership, to executive and board roles, portfolio careers and opportunities to give back.

What you’ll do

·        Own and continually improve the end-to-end individual member journey, identifying member needs, moments that matter, pain points and opportunities across different career stages.

·        Own and evolve the overall individual membership proposition, including clear pathways through Connect, Access and Accelerate.

·        Act as the individual member voice across WIBF, working horizontally across our four strategic pillars – Thought Leadership, Leadership Acceleration, Benchmarking & Insights, and Connection & Influence.

·        Use member insight, data and feedback to drive proposition development, acquisition, engagement, conversion and retention.

·        Work with Corporate Partnerships to create a seamless journey for employees accessing WIBF through corporate membership, while continuing to grow individual membership independently.

·        Shape an increasingly personalised digital and human member experience, including the development of WIBF’s AI-powered career capabilities.

·        Ensure the proposition works nationally, collaborating closely with WIBF’s regions and networks.

·        Lead, develop and empower the Individual Membership team, setting clear priorities, objectives and accountabilities and building capability and succession.

·        Represent the member internally and WIBF externally, working collaboratively across the Management Board, Future Leader Shadow Board and wider volunteer community.

What we’re looking for

·        Demonstrable experience owning, designing or transforming an end-to-end customer, member, employee or user journey – this is a core requirement.

·        Strong practical customer journey mapping and proposition development experience, translating insight into tangible improvements.

·        Experience using data and insight to drive growth, engagement, conversion and retention.

·        Experience working effectively in a matrix and influencing across teams without relying on hierarchy.

·        Demonstrable experience leading and developing teams, setting direction, delegating effectively and creating accountability.

·        Strong strategic and commercial thinking combined with a practical, hands-on approach.

·        Excellent collaborative leadership and stakeholder management skills.

Experience in membership, subscription, customer experience, digital product, service design, talent or career development would be valuable. Financial services experience is helpful but is less important than strong customer journey expertise.

What success looks like

You will establish a clear career-long member journey and translate it into measurable growth and stronger engagement. Specific numerical targets will be agreed annually against WIBF’s membership baseline and strategy.

·        Growth in individual membership and reach, with strong acquisition and conversion through Connect, Access and Accelerate.

·        Improved member engagement, retention, satisfaction and advocacy.

·        A simpler, more personalised experience that helps members understand what WIBF can offer them now and what is relevant next.

·        Clear evidence that member insight is shaping programmes and propositions across WIBF.

·        A high-performing, engaged Individual Membership team with clear ownership, capability and succession.

·        Increasing evidence of WIBF’s impact on women’s career progression over time.

Time commitment

This is a significant voluntary leadership role requiring consistent engagement of approximately 4–6 hours per week, with flexibility around key delivery periods. Management Board attendance is a core requirement of the role.

Diversity and inclusion

WIBF is committed to building a diverse and inclusive organisation that reflects the breadth of the communities we serve. We welcome applications from people of all backgrounds and particularly encourage those from groups underrepresented in leadership across financial services and finance.

Appointments are made on merit against the requirements of the role. We are committed to an inclusive and accessible recruitment process and will provide reasonable adjustments where required.

How to Apply

Please email your CV and a short cover letter (max one A4 page) to our recruitment team at [email protected].

We encourage you to apply as soon as possible, as applications will be reviewed on a rolling basis and interviews will be arranged as suitable candidates are identified.