Skip to content

Member Experience

Ensuring members fully understand their benefits and their options is key to informed decision making. 

High-quality member communications are vital, and Brightwell has developed a wide range of materials for BTPS. These include a personalised online portal, video guides and brochures, in addition to bespoke letters designed with the member in mind – whatever their channel of choice.

Increasing member satisfaction

At Brightwell, we believe that the voice of the member is key to improving our proposition, and we have developed a member feedback and insight framework that underpins our continuous improvement activity.

Brightwell can offer members the ability to self-serve online, with a highly personalised experience, reducing member effort and increasing satisfaction.

Integrating member journeys, both online and offline, with a cloud-based administration platform gives members real-time access to:

  • Retirement quotes
  • P60s
  • Transfer quotes
  • Payslips
  • and more…

Delivery times can be reduced from days to a matter of seconds.

Improving members’ understanding

Below is an example of a video we developed for BTPS to explain to members how their BTPS pension works both before and after retirement.

Explore more within Member Services

Member Services

Strong administration, high-quality communications and modern technology are essential to the delivery of members’ benefits and informed decision making.

Take me there – “Member Services”


Every DB pension scheme has to ensure that the right benefits are paid at the right time.  Member record keeping, data quality and management, benefit…

Take me there – “Administration”

Member Experience

Pensions can be complicated. Supporting scheme members to make sure they fully understand their benefits and options with high-quality member communications and personalised online tools helps them make informed decisions.

Take me there – “Member Experience”

Interested in
partnering with