Supporter Experience and Journeys Lead

Closing date

26 May 2024

Employment type

Permanent

Salary

£37,332 - £42,099 / year

This role will join a vibrant and ambitious fundraising team made up of; major giving, trusts and foundations, prospect research, individual giving, community, events, legacies, innovation and supporter experience. The team’s mission is to raise income for our three hospitals to enable them to continue their vital work. This role will make a huge difference in helping us do that.

This role will oversee the day-to-day execution of supporter journeys, including managing timelines, and ensuring deliverables are met. This involves working directly with income generating teams across fundraising and key dependency teams across supporter care, data, digital and marketing and communications.

The post holder will manage our supporter panel, cultivating relationships with panel members. Working closely with the Supporter Experience and Journeys Manager this role will test new journeys, support implementation of new fundraising products and integrated campaigns, championing supporter needs and pain points, ensuring their valuable insights contribute to the enhancement of our supporter experiences and journey initiatives.

This role is also responsible for owning and updating the supporter experience toolkit, serving as the go-to person for guidance on approaching initiatives in a supporter-first manner, ensuring consistency and alignment with best practices across the organization.

Key Responsibilities

Supporter Experience and journey best practices

· Identify and improve key pain points in existing supporter journeys; making recommendations for improvements that colleagues can implement and support them on how to measure and report back on those changes.

· Support on measuring supporter satisfaction and testing outputs with supporters.

· Support fundraising colleagues to implement supporter journeys and stewardship programmes across the portfolio to maximise net income and retention of supporters.

· Lead the annual supporter experience and journeys audit, facilitating process discovery workshops to identify pain points and make recommendations on improvements to wider stakeholders and monitor the improvement progress.

· Deliver process maps for all supporter journeys, ensuring they are monitored and kept up to date.

· Review communications against supporter journey maps to ensure the supporters needs are met.

· Help deliver the Supporter Experience and Journey strategy.

· Assist in piloting new stewardship journeys for supporters, ensuring that they feel valued and involved in the charity’s work.

· Collaborate with internal teams, including marketing, fundraising, communications, and program delivery, to ensure alignment and integration of supporter experience initiatives across the organization.

Data & Insight

· To work closely with our Supporter Experience and Journey Manager to gather insight with the data team to optimise current personas and identify new personas.

· Manage a supporter feedback panel, recruiting new members and conducting user testing to assess the effectiveness of our journeys, experience, products, and integrated campaigns with them.

· Liaise with the fundraising, supporter care, digital and data teams to identify recurring supporter journey issues and make recommendations for improvements.

· Support on implementing our effectiveness evaluation approach to supporter experiences, journeys, and initiatives. Regularly reporting on key metrics and using findings to drive continuous improvement in collaboration with the digital and data team.

· Support on conducting research and analysis to gain insights into supporter behaviours, preferences, and pain points. Utilize data-driven insights to inform decision-making and enhance supporter journey initiatives.

Driving the adoption of supporter-first approach

· Develop and foster excellent working relationships to establish buy-in for a data-driven and supporter-first approach to fundraising across the charities and be prepared where necessary, with sound rationale, to recommend solutions that meet supporter needs, strategic objectives, and journey best practises.

· Help to drive a culture of continuous improvement by identifying opportunities for innovation and optimization within the supporter journey. Implement feedback loops and mechanisms for ongoing refinement of supporter experience strategies.

· When necessary, work with stakeholders to understand detailed operational processes and identify opportunities for a supporter-first approach to help fulfil their requirements.

· Keep up to date with supporter-centric industry trends, techniques, and best practices related to supporter experience and supporter journeys and share learnings with stakeholders.

Work environment

· The post holder should expect to:

· Work in a hybrid hot desk environment, generally working 2 days a week in the London office and three from home.

· Be responsible for the input and maintenance of databases and files relevant to the post requirements.

· Will occasionally be required to attend events in the evening and at weekends.

Skills, Knowledge and Expertise

· Experience of developing best in class user journeys and experiences in the commercial or non-for-profit sector.

· Experience leading complex cross channel journeys or communication plans from start to finish.

· Experience of facilitating or supporting on user research activities including focus groups, surveys, and user testing.

· Experience in reporting, evaluating, and testing.

· Experience of facilitating workshops both virtually and in person.

· Ability to interpret complex requirements and user needs and make recommendations of implementable solutions.

· Proven understanding of how best to use data insight and analysis to make decisions and inform actionable plans.

· Knowledge of a Fundraising Database (e.g. Raiser’s Edge or Salesforce)

· Knowledge of analytic tools (e.g., data dashboards).

· Knowledge and demonstrable experience of adhering to GDPR and PECR laws and codes of conduct.

· Understanding of NHS Charities or healthcare fundraising.

· Excellent interpersonal skills and negotiation skills with the ability to motivate and influence people.

· Ability to work as part of team and also to use own initiative.

Willingness to work had and attend, where necessary commitments outside normal office hours.

Benefits

Up to 12% employer pension contributions
Annual personal development budget
Annual health and wellbeing personal allowance
Enhanced maternity, paternity, and parental leave pay accessible without length of service requirements.
Health and wellbeing programme that offers optional free yearly health check-ups.
Support for healthy eating via fruit bowls and onsite lunch facilities.
Agile working, flexible hours, and supportive IT kit.
Shower facilities and bike lock area.
Generous annual leave (27 days + bank holidays)
Subsidies for glasses
Employee Assistance Programme

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About us

As part of our team, you will work alongside talented people from a real mix of personal and professional backgrounds, in an environment where different perspectives and lived experience are valued and respected.

Working here

Together, we want to build the foundations of a society where everyone can stay healthier for longer.

Diversity, equity and inclusion

We believe better health for all is within our reach and by becoming a more diverse, equitable and inclusive organisation together we can achieve this.

Recruitment approach

There is immense power in diversity so we recruit and nurture talented people who think and act differently.