Participant Experience Officer in Luton

Do you have an understanding of supporter experience and the role of stewardship, with experience in developing and delivering multi-channel supporter journeys? Would you like to help ensure that we are delivering the best possible experience for our participants?

We are recruiting for a Participant Experience Officer to join on a full-time basis, working 35 hours per week on a fixed-term contract for 12 months. This is a home-based role, with occasional travel required for in-person team meetings and events.

As Participant Experience Officer you will work across the Events team, supporting the strategic planning, development and implementation of our Event participants supporter journeys. This includes working on a wide range of activities such as Memory Walk, Trek26 and third party runs and challenges. In this role you will both advise on and directly implement multi-channel communications journeys, from the point of registration through to event day and beyond. This will include working with internal and external stakeholders to coordinate owned and paid stewardship channels, such as email, mail, social media, SMS and phone. You will also support the testing and evaluation of stewardship across Events, ensuring continual development of our participant experience and that we are delivering the best possible experience for our participants, leading to continued engagement and lifetime value.

About you: Joining us, you'll have experience of supporter experience within the not-for-profit sector, and a good understanding of the role of stewardship, with experience of developing and delivering multi-channel supporter journeys. You'll be a good communicator with the ability to work collaboratively, influence and inform others. Crucially, you'll be able to manage a range of complex projects, meet deadlines and use problem-solving to implement solutions. You'll also be able to interpret complex data and make recommendations based on analysis.

What you'll focus on:

• Working with the Senior Participant Experience Manager, Participant Experience Manager and other Participant Experience Officers to oversee the supporter experience of all event participants.
• Working collaboratively with other teams, including Event Leads, Omnichannel, Data Analysis, Digital Engagement, Supporter Care and Regional Engagement to develop and maintain the best supporter experience.
• Contributing to the planning and development of event participant and volunteer stewardship journeys and deliver areas of responsibility.
• Leading and advising on the implementation of stewardship communications across a range of channels, including mail, email, SMS, social media and phone.
• Managing relationships with external agencies (including fulfilment houses) to ensure best value and optimum levels of service at all times.
• Developing robust data analysis and testing processes across events stewardship campaigns.
• Analysing the progress and impact of our supporter experiences, providing support to live campaigns and feeding into event evaluations with recommendations.

About Alzheimer's Society - who are we and what's our mission? Dementia is the UK's biggest killer. One in three people born in the UK today will develop dementia in their lifetime. At Alzheimer's Society, we're the UK's leading dementia charity and the only one to tackle all aspects of dementia by giving help and hope to people living with dementia today and in the future. We give vital support to people facing the most frightening times of their lives, while also funding ground-breaking research and campaigning to make dementia the priority it should be. Together with our supporters, we're working towards a world where dementia no longer devastates lives.