Senior Supporter Experience Executive

Great Ormond Street Hospital Children's Charity; Greater London; Hybrid; GBP 38,000 - 47,000; Full time

Job summary

Great Ormond Street Hospital Charity is seeking a Senior Supporter Experience Executive to understand, design and improve how supporters experience our charity. You will help turn insights into thoughtful, personalised journeys that make supporters feel valued and inspired to stay connected with our work.

You will collaborate across fundraising, marketing and CRM to design journeys, coordinate campaigns, and ensure data privacy is respected while delivering a joined-up supporter experience.

Qualifications

• Experience in fundraising, supporter stewardship, or related areas.
• Ability to understand how supporters are engaged and developed over time.
• Strong relationship-building across teams and stakeholders.
• Experience coordinating campaigns with multiple teams or channels.
• Ability to use insight and data to improve journeys and communications.
• Excellent organisational skills to manage multiple priorities.

Responsibilities

• Design and deliver supporter journeys across audiences and channels.
• Collaborate with fundraising and marketing to map supporter needs at different stages.
• Coordinate journeys across campaigns to ensure a consistent experience.
• Use feedback and performance data to identify improvements.
• Turn journey ideas into personalised communications for the right audiences.
• Provide guidance and tools to colleagues to keep supporter needs at heart.
• Develop journey maps and templates for consistent experiences.
• Ensure privacy and responsible data use in journey design and delivery.
• Create engaging, meaningful experiences that motivate supporters to stay connected.

Skills

Relationship-building

Communication

Campaign coordination

Audience engagement

Data-driven improvements

Organisational skills

Cross-team collaboration

Supporter journeys

Personalised communications

CRM familiarity

Tools

CRM

Job description

Great Ormond Street Hospital Charity is looking for a Senior Supporter Experience Executive to help us understand, design and improve how supporters experience our charity. You might already work in supporter experience, or your background could be in fundraising, stewardship, individual giving, campaigns or CRM. What matters is that you understand supporters, enjoy bringing different teams together and can think beyond a single communication to consider the whole supporter journey. Working as part of our Supporter Experience team, you'll help turn insight and ideas into thoughtful, personalised journeys that make supporters feel valued and inspired to stay connected with our work.,

• Help design and deliver supporter journeys across different audiences and channels, creating experiences that feel relevant, joined-up and personal.
• Work with fundraising and marketing teams to understand what supporters need at different points in their relationship with GOSH Charity.
• Coordinate supporter journeys across campaigns and teams, bringing colleagues together to create a consistent experience.
• Use supporter feedback, behavioural insight and performance data to understand what's working and identify opportunities to make journeys better.
• Work closely with colleagues across the charity to turn journey ideas into personalised communications for the right audiences at the right time.
• Support colleagues across the charity with advice, guidance and practical tools to help them put supporter needs at the heart of their work.
• Help develop journey maps, templates and ways of working that make it easier to create consistently great supporter experiences.
• Ensure supporter preferences, privacy and responsible use of data are considered throughout journey design and delivery.
• Are you passionate about creating great experiences for supporters and building relationships that last?
• Experience working in either fundraising, supporter stewardship, supporter/customer experience, individual giving, CRM, campaigns or a related area.
• Experience thinking about how supporters or customers are engaged, communicated with and developed over time.
• Strong relationship-building skills, with experience working collaboratively across different teams and stakeholders.
• Experience coordinating campaigns, projects or activities involving multiple teams or channels.
• Ability to use insight, feedback or performance data to understand audiences and recommend improvements.
• Strong organisational skills, with the ability to coordinate multiple priorities and keep activity moving.
• Excellent communication skills, with the confidence to share ideas, advise colleagues and build support for different approaches.
• An understanding of personalised or automated communications and marketing platforms would be helpful, but you don't need to be a technical specialist.
• This is a great opportunity to take your fundraising, stewardship or audience experience skills in a new direction - helping us create supporter journeys that feel personal, thoughtful and worth being part of.
• The salary for this role is £42,770 per annum and we operate a hybrid working policy of a minimum of 2 days per week in the office. In line with our EDI strategy and Total Reward policy, we calculate our salaries based on benchmarking data across the charity sector. To ensure fairness for existing staff and new joiners, we do not offer salaries above the advertised rate.