At a Glance
- Tasks: Lead a new Experience function to enhance engagement and impact for people with MS.
- Company: A vibrant charity dedicated to improving lives of those affected by MS.
- Benefits: 38 days annual leave, flexible working, and generous sick pay.
- Other info: Join a supportive team committed to equality and diversity.
- Why this job: Make a real difference in the MS community while developing your leadership skills.
- Qualifications: Strong leadership and collaboration skills, with a passion for improving user experiences.
The predicted salary is between 65118 - 65118 £ per year.
Overview
- Position: Head of Experience
- 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
- Salary Band and Job Family: Band 4
About the Employer
This charity makes sure that people living with MS are at the centre of everything they do. Their strategy is based on what people affected by MS have told them is important to them. It gives the organisation a clear and determined focus. Their work is based on the hopes and aspirations of the MS community. Together they campaign at all levels, fund ground-breaking research and provide award winning support and information. This organisation's people are their greatest asset and the key to their success. They 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 the organisation. This builds the conditions for integrated, audience-led engagement at scale, in service of delivering greater impact and sustainable income.
Application details
Closing date for applications: 9:00 on Thursday 18th June 2026. Interested? Please click 'Apply' and follow the job board process. You will receive an email from CHM Recruit containing further information on how to apply for the role. Please note that although you may be asked by the job board to upload a CV, you are not applying at this stage.
Equal Opportunities
This employer particularly welcomes applications from people with disabilities and or from ethnic minority backgrounds. Our client is a Disability Confident Employer and they are committed to promoting equality and diversity. You will be able to ask for reasonable adjustments as part of both their recruitment and new starter on-boarding processes. If you need any help or adjustments to apply for this role, you will be able to contact the employer to discuss this. You can also ask for the application materials to be sent to you in a different format.
Benefits
This employer has a wide range of employee benefits including (but not limited to):
- Encouraging work life balance
- 38 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 them)
- 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
- 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
- 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 this organisation internally operates (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 the charity's 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
This employer is committed to safeguarding and promoting the welfare of everyone who uses their services and they come into contact with. This is regardless of: Gender, race, disability, sexual orientation, religion or belief, pregnancy, gender reassignment. They recognise their particular responsibility to make sure vulnerable adults and children are protected. They have measures in place to protect everyone they 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 this organisation. You'll need to share documents showing you're eligible to work in the UK if they 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. They 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 in London employer: CHM
This charity is an exceptional employer, dedicated to placing individuals living with MS at the forefront of their mission. With a vibrant and progressive work culture, they offer extensive benefits including 38 days of paid annual leave, flexible working options, and personalised development plans, ensuring that employees can thrive both personally and professionally. Located in London N4, the organisation fosters a collaborative environment where every team member can make a meaningful impact on the lives of those they serve.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in the MS community or related fields. Attend events, join online forums, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the organisation thoroughly. Understand their mission, values, and recent projects. This will help you tailor your responses and show that you're genuinely interested in making a difference in the MS community.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Head of Experience. Highlight your leadership abilities and how you can drive cross-functional collaboration to improve audience engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and the organisation right there.
We think you need these skills to ace Head of Experience in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Experience role. Highlight your relevant experience and skills that align with the job description. We want to see how you can bring value to our mission!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving experiences for people with MS. Share specific examples of how you've made a difference in previous roles.
Showcase Your Leadership Skills:As this is a senior role, we’re keen to see your leadership style. Include examples of how you've successfully led teams or projects, especially those that involved cross-functional collaboration.
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 receive all the info you need from CHM Recruit after you hit 'Apply'.
How to prepare for a job interview at CHM
✨Know the Organisation Inside Out
Before your interview, dive deep into the charity's mission and values. Understand how they prioritise the MS community and what their strategic goals are. This will not only help you align your answers but also show your genuine interest in making a difference.
✨Showcase Your Leadership Skills
As the Head of Experience, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led cross-functional teams or driven significant change. Highlight how you can foster collaboration and turn insights into actionable strategies.
✨Prepare Insight-Driven Questions
Think about insightful questions that reflect your understanding of audience engagement and experience improvement. Ask about their current challenges in these areas and how they envision the new Experience function evolving. This shows you're proactive and ready to contribute.
✨Emphasise Data-Driven Decision Making
Since the role involves using data to inform strategic decisions, be ready to discuss your experience with data analysis and how it has influenced your previous roles. Share specific examples of how you've used audience insights to drive measurable improvements in user experience.
