At a Glance
- Tasks: Lead the Supporter Experience team to enhance journeys for one of the UK's top children's charities.
- Company: Great Ormond Street Hospital Charity, a renowned charity with a mission to support children.
- Benefits: £53,000 salary, 30 days leave, flexible working, and health benefits.
- Other info: Opportunity to influence strategy and work in a collaborative environment.
- Why this job: Shape impactful supporter experiences and make a difference in children's lives.
- Qualifications: Experience in customer journey design and strong leadership skills required.
The predicted salary is between 53000 - 53000 £ per year.
- Application Deadline: 17 September 2026
- Department: Fundraising
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.
- #J-18808-Ljbffr
Senior Supporter Experience Manager employer: Great Ormond Street Hospital Charity
Great Ormond Street Hospital Children's Charity is an exceptional employer that values its employees by offering a supportive work culture and a commitment to professional growth. With a flexible hybrid working policy, generous annual leave, and access to health and wellbeing schemes, we empower our Reporting Analysts to thrive while making a meaningful impact in the charity sector. Join us in transforming data into actionable insights that support our vital fundraising efforts.
Contact Details:
Great Ormond Street Hospital Charity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Supporter Experience Manager
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Great Ormond Street Hospital Charity.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Great Ormond Street Hospital Charity.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Great Ormond Street Hospital Charity.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Great Ormond Street Hospital Charity. Apply directly through us to stand out!
We think you need these skills to ace Senior Supporter Experience Manager
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Great Ormond Street Hospital Charity. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Senior Supporter Experience Manager, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Great Ormond Street Hospital Charity
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Great Ormond Street Hospital Charity. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
