At a Glance
- Tasks: Lead a new Experience function to enhance engagement and impact for people with MS.
- Company: Join a vibrant organisation dedicated to supporting the MS community.
- Benefits: Enjoy 39 days annual leave, flexible working, and generous sick pay.
- Other info: Be part of a supportive team with excellent career development opportunities.
- Why this job: Make a real difference in people's lives while shaping organisational strategy.
- Qualifications: Proven leadership skills and a passion for improving user experiences.
The predicted salary is between 65118 - 65118 £ per year.
Hours: Full-time, 35 hours a week
Contract: Permanent
Location: Office-based in London N4, with flexibility to work remotely
Salary: £65,118 per annum plus excellent benefits
About Us
We make sure people living with MS are at the centre of everything we do. And it’s this commitment that unites us across the UK. Our strategy is based on what people affected by MS have told us is important to them. It gives us a clear and determined focus. Our work is based on the hopes and aspirations of our MS community. Together we campaign at all levels, fund ground-breaking research and provide award winning support and information. Our people are our greatest asset and the key to our success. We offer a vibrant, progressive working environment where you'll be able to make a difference.
About this job
The Head of Experience is a senior cross-organisational leadership role building and leading a new Experience function at the heart of the Engagement and Income Generation directorate. It exists to change how the organisation understands and responds to the people it exists for. That means identifying where experiences can be improved and creating the conditions to act on it. The postholder will drive cross-functional collaboration so that audience insight and data consistently inform strategic decisions. They will create the systems and governance that turn insight into action across the breadth of MS experience. The postholder is accountable for driving measurable improvements in how audiences experience every interaction with us. This builds the conditions for integrated, audience-led engagement at scale, in service of delivering greater impact and sustainable income.
Closing date for applications: 9:00 on Thursday 18th June 2026
Interested? More information can be found by downloading the attached documents in ‘supporting documents’ and then to apply for this role please submit the following:
- An updated CV.
- A supporting statement indicating how you meet the essential criteria as set out in the person specification in the attached job description.
We particularly welcome applications from disabled people and or people from minoritised ethnic backgrounds. We’d be grateful if you downloaded and completed the equality and diversity monitoring form and submit it with your application.
Disability Confident Employer
We’re a Disability Confident Employer and we’re committed to promoting equality and diversity. You can ask for reasonable adjustments as part of both our recruitment and new starter on-boarding processes. If you need any help or adjustments to apply for this role, please contact us. You can also ask for the application materials to be sent to you in a different format. Such as for them to be sent to you by email or in a larger word format.
More about our recruitment and selection process
The first round of our recruitment and selection process includes an interview with competency-based questions. Our recruitment and selection process might also include extra tasks. For example, a written or Microsoft Excel test or making a presentation. We’ll let you know what the selection process will include when we invite you to interview. You can ask for any more reasonable adjustments for the interview as part of the invitation. You might also be invited for a second interview. We’ll let you know about this during the selection process.
More about our employee benefits:
We have a wide range of employee benefits including (but not limited to):
- Encouraging work life balance
- 39 days paid annual leave (including bank holidays), pro-rata for part-time
- More annual leave entitlement, based on length of employment
- Smart working options (with the opportunity to work remotely and find a smart working pattern that suits both you and us)
- Flexible working options
- Caring for you and your family
- Generous sick pay entitlement
- More sick pay entitlement, based on length of employment
- Opportunity to buy and sell annual leave in each calendar year
- Free access to a GP virtually 24 hours a day/7 days a week allowing you unlimited advice, reassurance and where appropriate diagnosis
- Enhanced leave for new parents
- Free access to a confidential 24 hours a day/7 days a week helpline service for both you and your family with a specialist range of support and information
- Special leave options (such as up to 5 days paid leave for domestic or personal emergencies a year)
- 10 days paid disability leave a year, pro-rata for part-time
- 10 days paid carers’ leave a year, pro-rata for part-time
- Cycle to work scheme
- Death in service scheme
- New family-friendly benefits, including paid leave: In the event of miscarriage or still birth, to support fertility treatments, for antenatal appointments for both parents
- Thinking about your finances
- Enhanced salary sacrifice pension scheme
- Discounted season ticket loan and interest-free emergency loans
- Give as you earn to support other charities of your choice before tax
- New employee portal including lifestyle savings vouchers and personal wellbeing
- Enriching your life at work
- Personalised development plans with a wide range of training courses and opportunities to source additional training options with your line manager
- Yearly internal apprenticeship opportunities
- New, modern offices that embrace working together both in-person and remotely
- Various opportunities to influence how we internally operate (including surveys, and focus and committee groups)
- Active and supportive internal employee networking groups for collaboration and peer support
- 2 days paid leave a year for volunteering for MS Society activities during normal working hours (such as fundraising events, or campaigning in the local community)
- 2 days paid leave a year for volunteering with other charities during normal working hours
Safeguarding
We’re committed to safeguarding and promoting the welfare of everyone who uses our services and we come into contact with. This is regardless of Gender, Race, Disability, Sexual orientation, Religion or belief, Pregnancy, Gender reassignment. We recognise our particular responsibility to make sure vulnerable adults and children are protected. We have measures in place to protect everyone we come into contact with from abuse and maltreatment of all kinds.
Your right to work in the UK
You must have the right to work in the UK to work in paid employment with us. You’ll need to share documents showing you’re eligible to work in the UK if we offer you employment. You can find the UK visas and permits granting you the right to work in the UK on the UK Government website. We currently don’t have a Sponsor Licence agreement with the Home Office and aren’t able to support you with your visa applications.
No agencies please.
Head of Experience employer: CHM
As an employer, we pride ourselves on fostering a vibrant and progressive work culture that prioritises the well-being of our employees while making a meaningful impact in the lives of those affected by MS. With generous benefits such as 39 days of paid annual leave, flexible working options, and extensive professional development opportunities, we empower our team to thrive both personally and professionally in our London office. Join us in creating a supportive environment where your contributions truly matter and help shape the future of our community.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Experience
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at the MS Society or similar organisations. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for that interview! Research the MS Society's mission and values, and think about how your experience aligns with their goals. Practise answering competency-based questions so you can showcase your skills confidently.
✨Tip Number 3
Show your passion! When you get the chance to speak with them, let your enthusiasm for improving experiences shine through. Share specific examples of how you've made a difference in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team and making an impact in the MS community.
We think you need these skills to ace Head of Experience
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Experience role. Highlight relevant experience and skills that align with our mission to improve the lives of those affected by MS. We want to see how your background fits into our vision!
Craft a Compelling Supporting Statement:Your supporting statement is your chance to shine! Clearly demonstrate how you meet the essential criteria outlined in the job description. Use specific examples to show us how you've made a difference in previous roles.
Show Your Passion for Our Cause:We’re all about putting people with MS at the centre of everything we do. Make sure to express your passion for this cause in your application. Let us know why you want to be part of our team and how you can contribute to our mission.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the necessary documents and information you need to complete your application smoothly.
How to prepare for a job interview at CHM
✨Know Your Audience
Before the interview, take some time to understand the MS community and their needs. Familiarise yourself with the organisation's mission and values, as well as recent initiatives they've undertaken. This will help you tailor your responses and demonstrate your commitment to putting people at the centre of everything.
✨Showcase Your Leadership Skills
As the Head of Experience, you'll need to lead cross-functional teams. Prepare examples of how you've successfully driven collaboration in previous roles. Think about specific challenges you faced and how you overcame them, focusing on measurable outcomes that improved experiences for users or stakeholders.
✨Prepare for Competency Questions
Expect competency-based questions during the interview. Review the job description and identify key competencies required for the role. Prepare STAR (Situation, Task, Action, Result) responses that highlight your relevant experience and how it aligns with the expectations of the position.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to show your interest in the role and the organisation. Ask about their current strategies for audience engagement or how they measure success in improving user experiences. This not only demonstrates your enthusiasm but also gives you valuable insights into their operations.
