Supporter Experience And Journeys Lead

St Catherine'S Hospice; Crawley Down; Hybrid; GBP 28,000 - 42,000; Part time

Benefits offered by this job

Annual leave 25–30 days + holidays

Pension scheme with employer contrib.

Life Assurance

Counselling Offering

Discounts

Enhanced maternity and adoption pay

Job summary

St Catherine’s Hospice invites applications for a part-time Supporter Experience and Journeys Lead. You will manage supporter journeys across fundraising, data, and communications, ensuring timely, empathetic and professional contact. The role supports the Income Generation & Marketing team with a focus on improving supporter experience.

The post is 30 hours per week with hybrid working; some onsite attendance is required and a comprehensive benefits package is offered.

Qualifications

• You will bring a wealth of experience of working in a supporter journey role.
• Collaborate with fundraising, supporter services, data and insight, marketing and communications colleagues.
• Demonstrate empathy, attention to detail and strong communication skills.

Responsibilities

• Oversee day-to-day delivery of supporter journeys and communications.
• Identify supporter needs and pain points to improve journeys.
• Create practical guidance for teams to adopt a supporter-first approach.

Skills

Supporter journey experience

Stakeholder collaboration

Empathy and communication

Job description

About Us:
St Catherine’s Hospice is a respected local charity providing specialist hospice care alongside statutory service partners (GPs, District nursing etc) across West Sussex and East Surrey.
We provide care in communities across Surrey and Sussex which are richly diverse and we want to reflect that in everything we do. We celebrate and support difference and welcome applications from all backgrounds. If you believe in the importance of what we do, share our values and want to be a part of an outstanding team building something important, we’d love to hear from you.
We are looking for a collaborative, organised and supporter-focused Supporter Experience and Journeys Lead to help us deliver excellent experiences for the people who support St Catherine’s Hospice.
The Role:
This is a key role within our Income Generation & Marketing department, helping to strengthen supporter relationships, improve stewardship and maximise income so we can continue providing outstanding specialist palliative and end of life care across our community.
This post is offered on a part time, permanent basis, working 30 hours per week, working pattern to be agreed with the successful candidate around business need.
At St Catherine’s we offer work from home opportunities however this is adaptable depending on business need and regular onsite attendance is required.
About You:
You will oversee the day-to-day delivery of supporter journeys, working closely with fundraising, supporter services, data and insight, marketing and communications colleagues to ensure every supporter receives timely, empathetic and professional communication.
You will help identify supporter needs and pain points, test and improve journeys, and create practical guidance that enables teams across the hospice to take a consistent, supporter-first approach.
You will bring a wealth of experience of working in a supporter journey role, with a strong understanding of what excellent supporter care looks like. You will be confident building relationships across teams, able to manage multiple priorities and committed to improving supporter experiences through insight, empathy and attention to detail.
Employees at St Catherine’s Hospice can enjoy a variety of benefits including:

• Generous annual leave starting at 25 days, rising to 30 days with length of service, plus Bank Holidays, and an opportunity to buy / sell annual leave days. Plus we offer a day off for volunteering & moving house.
• Generous Pension scheme with up to 9% employer contributions or honour of NHS pension.
• Life Assurance Scheme, Counselling Offering, and a range of discounts.
• Enhanced maternity and adoption pay.

Terms & Conditions:

• Please ensure you have read our employee and recruitment privacy statement prior to applying for this role.
• Must be authorised to work in the United Kingdom, please note we are unable to offer visa sponsorships.
• Please note a requirement of all roles at St Catherine’s is to complete mandatory E-learning training and remain compliant with this throughout your employment.
• We understand that Artificial Intelligence (AI) may be used to support some applications, whilst we do not discourage this, please ensure any documentation and applications submitted accurately and truthfully reflect your own experience and suitability for this role.
• Please note we operate an internal recruitment function and are not engaging agencies at this time.

We are located in Grace Holland Avenue, Pease Pottage, Crawley, West Sussex RH11 9SL. You can access the Hospice by car, bus, bike or walking, with full transport details on our website.
If you require any additional information or would like to discuss this role further, please email [e-mail] or give us a call on 01293 447353.
We are proud to be a Disability Confident Level 3 Leader, committed to creating an inclusive, supportive workplace.