A vacancy has arisen for an independent member to join the Institute and Faculty of Actuaries’ (IFoA’s) Member Experience Committee (MEC).
Task specification
The IFoA is an international body with a worldwide membership of over 32,000 members in 119 countries of which approximately half are student members. Increasingly, our membership is international with approximately half of members based outside of the UK.
In support of the delivery of its functions, the IFoA Board is establishing a Member Experience Committee. The purpose of the Committee is to:
- Oversee the IFoA’s member experience ensuring both the relevance and delivery of the member proposition. The committee will have consistent consideration of different market needs across all key markets in which the IFoA operates.
- Undertake work on continually improving the membership experience in line with the IFoA’s current strategy and the broader principles of:
-
- Making the member experience seamless: accessible support, clear communication and prompt resolution
- Strengthening a member-focused culture among volunteers, members and employees
- Consistently delivering member value in a rapidly evolving world.
- Support the formulation and execution of the IFoA’s strategy as determined by the IFoA Board.
Please also see the Committee’s terms of reference below
The Committee will meet, on average, six times per year (two in-person meetings and four virtual meetings), with the potential for other ad hoc meetings or activity by exception.
The appointment of two independent member to the Committee assists the IFoA by providing:
- a visible demonstration of independence,
- checks and balances on the IFoA’s decision making processes,
- an external perspective,
- expertise in specialist areas e.g. end-user facing technology, customer experience etc.,
- integrity and accountability to the IFoA’s members.
Key responsibilities
Advisory
- Advises the IFoA Board and Executive on the planning and delivery of all aspects of the member experience, including new or changing member needs and international requirements.
- Reviews and contributes to the articulation and presentation of the IFoA’s membership proposition and its ongoing communication and promotion across all digital platforms and face-to-face interactions.
- Evaluates and makes prioritised recommendations regarding the introduction of new individual propositions or changes to existing propositions and advises the IFoA Board on possible budget implications
- Contributes to, and considers the impact, of all market research including member surveys, external benchmarking exercises and ‘horizon scanning’ that enable the IFoA to shape its strategy and fulfil its purpose, ensuring members receive leading products and services.
- Advises IFoA Board on the volunteer experience and structure
Oversight
- Reviews delivery and findings of the IFoA’s Member Perspectives programme including the results of quarterly member surveys and focus groups where relevant, ensuring that key insights become actionable and overseeing the delivery of subsequent changes to the member proposition
- Reviews key operational metrics e.g. communication metrics (web traffic, social media etc), event participation, platform usage (VLE and IFoA Communities), key customer service metrics and complaints processes. Sets and monitors KPIs and advises the IFoA Board on performance and progress.
- Oversees the development of new member propositions including reviewing the case for new offerings based on member feedback or research as well as the commissioning and evaluation of pilot programmes.
- Oversees the Executive’s support of the volunteer programme
Tenure
Appointments would be for a two-year term, with the possibility of extension for one additional term.
Time commitment
Six days per year.
Remuneration
Independent members shall be paid through the IFoA’s payroll. An honorarium of £600 (gross) is payable per day plus travel expenses.
Person specification
Candidates should ideally have:
- An expertise in customer / member experience, customer services, consumer facing technology or marketing
- An understanding of marketing and communications processes
- Knowledge in KPIs which help to steer customer or member engagement/ marketing/ comms
- Good understanding of stakeholder networks and the need to communicate
- Good understanding of DEI issues, and their varying nuances across the globe
- Interest to volunteer
How to apply
To express your interest in this role, please submit a CV and a short statement detailing how your expertise aligns with the needs of the Member Experience Committee and its objectives to HRSupport@actuaries.org.uk by the closing date of 2 March 2025.
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.
Membership Experience Committee: terms of reference
Purpose
- Oversees the IFoA’s member experience ensuring both the relevance and delivery of the member proposition. The committee will have consistent consideration of different market needs across all key markets in which the IFoA operates.
- Undertakes work on continually improving the membership experience in line with the IFoA’s current strategy and the broader principles of:
-
- Making the member experience seamless: accessible support, clear communication and prompt resolution
- Strengthening a member-focused culture among volunteers, members and employees
- Consistently delivering member value in a rapidly evolving world
- Supports the formulation and execution of the IFoA’s strategy as determined by the IFoA Board.
Membership
The committee shall comprise up to seven members, including:
- One (1) Chair, who will be a member of the IFoA Board
- Three (3) additional IFoA members (to be selected via a combination of direct appointment by the IFoA Board and the volunteer recruitment process)
- Two (2) independent/non-executive specialists with expertise in membership organisations or professional bodies
- One (1) Executive Leadership Team member (as appointed by the CEO).
IFoA Board Chair will have ongoing observer status.
All appointments will be ratified by the IFoA Board.
Secretariat will be provided by the Membership Group (IFoA Executive), and relevant executive members will be in attendance at meetings as and when required.
Key responsibilities
1. Advisory
- Advises the IFoA Board and Executive on the planning and delivery of all aspects of the member experience, including new or changing member needs and international requirements.
- Reviews and contributes to the articulation and presentation of the IFoA’s membership proposition and its ongoing communication and promotion
- Evaluates and makes prioritised recommendations regarding the introduction of new individual propositions or changes to existing propositions and advises the IFoA Board on possible budget implications
- Contributes to, and considers the impact, of all market research including member surveys, external benchmarking exercises and ‘horizon scanning’ that enable the IFoA to shape its strategy and fulfil its purpose, ensuring members receive leading products and services.
- Advises IFoA Board on the volunteer experience and structure
2. Oversight
- Reviews delivery and findings of the IFoA’s Member Perspectives programme including the results of quarterly member surveys and focus groups where relevant, ensuring that key insights become actionable and overseeing the delivery of subsequent changes to the member proposition
- Reviews key operational metrics e.g. communication metrics (web traffic, social media etc), event participation, platform usage (VLE and IFoA Communities), key customer service metrics and complaints processes. Sets and monitors KPIs and advises the IFoA Board on performance and progress.
- Oversees the development of new member propositions including reviewing the case for new offerings based on member feedback or research as well as the commissioning and evaluation of pilot programmes.
- Oversees the Executive’s support of the volunteer programme
Governance
1. Related boards and committees
TBC once all boards and committees have been finalised
2. General governance
- Complies with the IFoA Governance Manual, and with agreed governance principles
- Is accountable for and oversees key groups e.g. Regional Societies
