Member Experience Associate
Shape the experience of everyone who walks through LISA's doors
About LISA
The role
What you’ll do
About you
As Member Experience Associate, you will play a core role in shaping this experience from the moment an individual walks through LISA’s doors.
Your job is simple to say and hard to do brilliantly: make LISA feel like a five-star hotel. Warm, effortless, anticipatory, impeccably run.
Reporting to our Facilities Manager, you'll own the experience of everyone who comes through the building – members and guests alike – with the standards, instincts and polish you'd expect at the front desk of a world-class hotel. When someone has a question or a small problem, you respond with a "consider it done" attitude, followed through personally rather than redirected elsewhere.
In this role you’ll interface daily with people working on one of the most important problems of our time. If you care about making transformative AI go well, this is an unusual opportunity: a hospitality role at the heart of the AI safety field, with room to grow as LISA scales.
Hospitality – run the front of house
Own every arrival: greet members by name, welcome members and guests personally, and make people feel expected rather than processed.
Stay ahead of the day. Review who's coming in, today and across the week, so you know who they are, who they're meeting, why they're here, and anything they'll need (dietary, accessibility, AV, room setup, confidentiality) before they arrive.
Run a daily arrivals brief so nothing is left to chance: room booked and set up, refreshments arranged, access ready, and the host notified the moment their guest walks in.
Handle sign-in, visitor passes and access smoothly and discreetly, so security never feels like friction.
Remember your regulars. Capture members and guest requirements early, so that when a visitor returns, their preferences are already known.
Member experience – be the face of the space
Learn our members: names, organisations, preferences, and the small details that let you deliver service that feels personal.
Onboard new members so their first day feels like checking into a great hotel – a warm welcome and a personal tour, not a stack of instructions.
Be the person people come to. Resolve small queries in the moment, gather feedback in conversation, spot friction before it becomes a complaint, and champion the fix with the wider Operations team.
Work with the wider team to bring our events to life, from morning pastries to evening talks and socials
The space – keep it immaculate
Maintain front-of-house to the standard of a hotel lobby rather than an office: tidy, stocked, and ready at all times.
Walk the space with a hospitality eye. Notice the burnt-out bulb, the wobbly chair or the broken monitor, and fix it or log it before a member has to mention it.
Keep the day-to-day machinery running smoothly behind the scenes: meeting room bookings, deliveries, and supplier visits (cleaners, maintenance, catering)
You get real satisfaction from making other people's days easier, and you take pride in the details others miss. More specifically:
You know five-star service from the inside. You've worked in hospitality – front desk, concierge, premium retail, cabin crew, fine dining, members' clubs, or similar – or you have the instincts for it and can show us where they come from.
You're warm in person and calm under pressure. You're a pleasure to be around, and you stay composed when several things happen at once.
You're discreet. Our members work on sensitive projects, and you treat everything you see and hear with real professionalism.
You're organised and self-directed. Much of this role is noticing what needs doing and doing it, without being asked.
You care about AI safety. You follow the field, you're curious about what our members are working on, and you can hold a conversation about it. (Though you don’t need to be technical)
You communicate clearly in written English and are comfortable with everyday workplace tools (shared calendars, booking systems, Slack or similar)