Learning Experience Manager

We are currently recruiting a Learning Experience Manager for a Permanent contract. 
This role is hybrid, both working from home and in our Oxford hub. The role holder is expected to work in the hub at least one day per week. 

We encourage our colleagues to work flexibly between home and the hub to suit their needs and preferences, in line with our hybrid working policy.
Colleagues are able to work their hours flexibly, in line with core business hours and requirements. We also offer formalised flexible working agreements.  

The starting salary is £54,055.

To apply, please send a CV and cover letter to HRsupport@actuaries.org.uk by the closing date of Friday 20 June 2025. First interviews will take place in the week of 30 June.

Purpose of the job

To make an exceptional contribution to the educational experience and outcomes of Institute and Faculty of Actuaries (IFoA) learners and the self-employed contractors who support the processes.

Reporting to the Head of Registry, the post holder will work closely with senior managers in the Learning group as well as colleagues in Member Services and Markets Development to deliver initiatives that ensure satisfaction, continuation, completion and engagement for learners, their employers, and self-employed contractors.

The Learning Experience Manager will also work with closely colleagues in Marketing & Propositions to ensure a premium, personalised service is delivered across the learner lifecycle. 

Dimensions

As part of the development and nurturing of key relationships the postholder is responsible for the promotional aspects of the IFoA’s learning services, ensuring key messages are delivered to over 15,000 learners and their employer contacts in an appropriate and easily understood manner. Working across the organisation with other teams and colleagues this will be through the delivery of meetings, webpages, surveys, and other communication channels. These will be tracked and measured to support member propositions. 

As part of the delivery of the educational processes the post holder will manage the recruitment, deployment, and communication channels of our self-employed contractors of which there are currently over 800. This includes recruitment, induction, feedback, and their overall engagement addressing any concerns that arise. The post holder will be responsible for working with colleagues to ensure that task and person specifications and contract terms are regularly reviewed and benchmarked externally to ensure the IFoA is following good practice. 

The Budget to support this work is in the region of £2M.

The post holder has two direct reports to support the delivery of this work. 

Principal accountabilities

The post holder will be responsible for the following:

• Identifying, building, and managing mutually beneficial long-term relationships with IFoA Learners and their employer contacts to improve the understanding of learning services on offer, and to reduce any complaints about services based on misunderstanding.
• Drive improvements to IFoA learner satisfaction, taking responsibility for annual student survey and post exam survey, managing learner meetings, and other methods which provide an indication of customer satisfaction. Ensuring such feedback is documented, communicated to relevant parties and that appropriate action is taken. 
• Advocate for the IFoA; developing an understanding of all services that touch learners and self-employed contractors in the IFoA to add value to key stakeholders and always provide an integrated service.
• Attending and presenting at student, employer, career, and member events, informing, and promoting the IFoA’s qualifications and learning opportunities; explaining processes, advising on best practice, and promoting the role of the self-employed contractor. 
• Work collaboratively with the Marketing and Propositions, and Communities teams to plan, develop and keep promotional channels in line with branding guidelines and the digital strategy, with a view to increasing awareness and ensuring stakeholders are kept up to date with developments. Monitoring social media activity to feed back to the group to aid with decision making and planning. 
• Ensure that public facing information relating to education policies and activities is accurate, transparent, and disseminated in a suitable and timely manner. 
• Lead the self-employed contractor experience ensuring that they have a highly effective and engaging experience including recruitment, induction, retention, achievement, and progression. 
• Positively promote an excellent self-employed contractor experience ensuring that it is at the forefront of curriculum development, regularly reviewing the effectiveness of the services supplied both to and from them and considering feedback gathered from them.
• Work collegiately with managers in the Learning group and Member Services team to deliver a streamlined process (universally accessible, timely, accurate, consistent information, advice, and support services) across the entire self-employed contractor community.

Main contacts

Internal

• Head of Registry
• Assessment Managers
• Registry Manager
• Partnerships Manager 
• Curriculum Manager
• Learning group members
• Member Services team
• Markets Development group members
• Marketing & propositions team members  

External

• Learners
• Employer contacts 
• Self-employed contractors (eg examiners, markers, module leads, independent examiners)

Impact

The post holder will be key to decreasing the level of misunderstanding of qualification processes with the learner and employer population. They will work with colleagues across the organisation to deliver a premium and personalised education experience for all our learners that supports their success in the qualification. This will support the growth ambitions of the IFoA and enhance its reputation as a preferred provider of actuarial qualifications.

Using a data led and continuous improvement approach, they will influence self-employed contractors to drive the progression of the IFoA qualification offering.

Decision-making and complexity

Develop new and existing channels of learner feedback, representing the student voice within the organisation and at appropriate committees ensuring it adds value and assists in growing our membership. 

Working with other managers across the organisation, develop and deliver plans that enhance the learner experience.

Develop and deliver frameworks to allow consultation with and development of the self-employed contractors enabling solutions to that support the IFoA qualification progression to be appropriately designed and tailored. 

Manage budgetary constraints to delivering key messages by developing creative ways to get maximum engagement at best value.

Knowledge and experience

Essential

• Skilled stakeholder manager, able to influence and effectively partner with others
• Ability to drive innovation and continuously enhance the customer experience.
• Ability to lead and engage employee groups in cross-organisation initiatives that achieve tangible improvements in learner outcomes and experiences. 
• Experience in the use of data and Behavioural insights to drive improvements in outcomes and experience
• Commitment to collaboration and fostering this in teams
• Flexible self-starter able to meet changing priorities and the needs of the business
• High level of accuracy and attention to detail in the quality of work delivered
• Familiar with Microsoft Office 

Desirable

• Experience within professional body or higher education provider
• Working with volunteers

Additional information

Travel to the Oxford hub approximately once a week. Travel other various locations, events and conferences will be required (approx. once a month with occasional overnight stays) as well as occasional out of hours working.

IFoA’s values

The role holder must be an ambassador for and demonstrate the IFoA Values in all aspects of their work.

• Member-focused: We put members at the heart of everything we do
• Action-oriented: We work hard, we work smart, and we take pride in getting things done, valuing action over perfection
• Forward- and outward-looking: We’re always looking to be bold and improve, innovate and take the next step
• Team-driven: We work in partnership, advancing together as one IFoA

Alternative format and adjustments

Please email the HR Team if you require:

• any information regarding our vacancies in an alternative format
• any adjustments to support you to fully participate in any part of the application and recruitment process

Any information shared will be used only to enable us to make reasonable adjustments to support candidates to participate in the recruitment process. It will not inform selection decisions.

You can reach us at HRsupport@actuaries.org.uk.

Diversity, equity, and inclusion

The IFoA encourages applicants from a variety of backgrounds and experience and welcomes diversity with regard not only to protected characteristics but also diversity of thought. Diversity, equity and inclusion are more than just words for us. That’s why we are committed to creating a culture where everyone feels included and respected, and where no one is unfairly discriminated against. Consequently, we promote diversity, equity and inclusion in all our policies, practices and procedures, and actively encourage applications from a diverse range of potential candidates. All applications for our roles are considered on merit alone, and if you don’t meet all the criteria but believe you have something to offer, we want to hear from you. For more information on our commitments, please see our DEI strategy page.