Senior Supporter Experience Manager

Great Ormond Street Hospital Charity; Greater London; Hybrid; GBP 48,000 - 58,000; Full time

Benefits offered by this job

30 days annual leave

Flexible working

Enhanced pension scheme

Life assurance

Health and wellbeing programs

Job summary

Great Ormond Street Hospital Charity is seeking a Senior Supporter Experience Manager to lead the design, development and improvement of supporter experiences across the organization. You will head the Supporter Experience team, own the journey roadmap, and collaborate with Fundraising, Marketing, Technology and Data to create more relevant journeys throughout the supporter lifecycle.

You will shape how supporters are engaged, using behavioural insights and automation to tailor communications

Qualifications

• Significant experience developing and improving customer, supporter or audience experiences and journeys.
• Experience designing and optimising journeys using insight, personalisation or marketing automation.
• Strong people leadership experience, with the ability to motivate, develop and empower a high-performing team.
• Experience leading complex, cross-functional programmes involving different teams and areas of expertise.
• Strong strategic thinking, turning priorities and audience insight into journey plans.

Responsibilities

• Lead and develop the Supporter Experience team and roadmap.
• Own and evolve the Supporter Experience Framework and journey roadmap.
• Shape supporter journeys across the lifecycle using insights for relevance.
• Collaborate across Fundraising, Marketing, Technology and Data.
• Lead experimentation and optimisation across journeys with data.
• Shape use of marketing automation and personalisation with tech specialists.
• Measure engagement, conversion, retention and lifetime value.
• Influence senior stakeholders and align multidisciplinary teams.
• Ensure journeys are inclusive and privacy-conscious.

Skills

Customer journeys

Experience design

Team leadership

Stakeholder management

Automation

Cross-functional leadership

Data insights

Communication

Tools

Marketing automation

Job description

Application Deadline: 17 September 2026

Department: Fundraising

Location: Great Ormond Street Hospital Children's Charity

Compensation: £53,000 / year

Description

Do you want to shape how supporters experience one of the UK’s best known children’s charities?

Great Ormond Street Hospital Charity is looking for a Senior Supporter Experience Manager to lead how we design, develop and improve supporter experiences across the organisation.

This is a role with significant scope and influence. You'll lead our Supporter Experience team, own our supporter journey roadmap and work across Fundraising, Marketing, Technology and Data to create more relevant, personalised and meaningful experiences throughout the supporter lifecycle.

From understanding why supporters stay with us to designing new journeys, testing ideas and shaping how we use automation and personalisation, you'll have the opportunity to influence both our strategy and the experiences supporters have with us every day.

Salary

The salary for this role is £53,000 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.

Key Responsibilities

• Lead and develop our Supporter Experience team, creating a collaborative and ambitious environment focused on delivering great experiences.
• Own and evolve our Supporter Experience Framework and journey roadmap, identifying where improvements can have the greatest impact for supporters and the organisation.
• Shape supporter journeys across the lifecycle, using audience needs, behavioural insight and evidence to create more relevant and personalised experiences.
• Work across Fundraising, Marketing, Technology and Data to embed supporter experience into campaigns, planning and organisational change.
• Lead experimentation and optimisation across supporter journeys, using testing and performance data to understand what works and continuously improve.
• Shape how we use marketing automation and personalisation, working with technical specialists to turn journey ideas into effective supporter communications.
• Use measures including engagement, conversion, retention, satisfaction and lifetime value to understand the impact of our supporter experiences.
• Influence senior stakeholders and bring multidisciplinary teams together around a shared understanding of what our supporters need.
• Ensure supporter journeys are inclusive, accessible and designed with privacy, preferences and responsible use of data at their heart.

Skills, Knowledge And Expertise

• Significant experience developing and improving customer, supporter or audience experiences and journeys.
• Experience designing and optimising customer or supporter journeys using insight, personalisation or marketing automation.
• Strong people leadership experience, with the ability to motivate, develop and empower a high‑performing team.
• Experience leading complex, cross‑functional programmes involving different teams and areas of expertise.
• Strong strategic thinking, with the ability to turn organisational priorities and audience insight into clear journey plans and priorities.
• Excellent stakeholder management and influencing skills, including the confidence to work with senior stakeholders and challenge existing ways of working.
• Experience using experimentation, testing and performance insight to improve customer or supporter experiences.
• Understanding of lifecycle engagement, retention and the factors that build long‑term customer or supporter relationships.
• Strong communication and facilitation skills, with the ability to bring people together around ideas and turn them into action.

This is a rare opportunity to shape supporter experience at scale. You'll have the team, influence and organisational reach to turn insight into better journeys-and help create experiences that make people want to stay connected to GOSH Charity for years to come.

DBS - note a Basic DBS check is required for this role.

Closing date

17th September 2026

Benefits

• 30 days annual leave (plus bank holidays)
• A flexible approach to working arrangements.
• Access to our enhanced pension scheme
• Life assurance
• Access to various health and wellbeing schemes, including the employee assistance programme.