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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

Head of Supporter Experience

United Kingdom, London Employment contract 62700.00 GBP / Year · Job Posted June 29, 2026
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Job Description

This is a brand-new opportunity to set and lead the vison for delivering an outstanding, insight-led and supporter focused experience. As Head of Supporter Experience, you will lead and shape significant change in how supporters engage, feel and connect with our work at the Motor Neurone Disease (MND) Association. At a transformative time for the MND Association, you will define and deliver the strategy that brings joined-up and sustainable supporter journeys to life and lead a team delivering excellence in supporter care. You will bring strong experience in supporter or customer experience, a sharp analytical mindset and the ability to lead change at pace. As Head of Supporter Experience, you will turn insight into action, set clear direction and work collaboratively across teams to build journeys that are personalised, consistent and meaningful. Your work will directly influence supporter loyalty, growth, action and long-term income. As the Head of Supporter Experience, you will ensure every interaction reflects our values and the impact our supporters make.

Job Responsibility

  • Set and lead the vision for supporter experience across all touchpoints
  • Champion supporter-first decision making across the MND Association
  • Design and optimise end-to-end supporter journeys, including Supporter Care
  • Establish clear experience standards for welcome, nurture and reactivation journeys
  • Use insight, data and CRM to deliver personalised, multi-channel engagement
  • Develop performance frameworks covering satisfaction, retention and loyalty
  • Ensure compliance with data protection and sector standards
  • Work across teams to deliver a consistent, joined-up supporter experience
  • Lead and develop a team focused on supporter care and experience

Requirements

  • Significant experience in supporter or customer experience, fundraising or relationship management
  • Proven delivery of experience strategies that improve engagement and retention
  • Strong analytical skills, using insight to drive decisions
  • Experience working with CRM systems and data-led approaches
  • Knowledge of GDPR and data protection principles
  • Experience leading teams and driving change
  • Strong communication and influencing skills
  • Experience designing and delivering supporter journeys end-to-end
  • Experience embedding test-and-learn approaches

What we offer

  • 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
  • Access to UK Healthcare, including dental, eyecare, health screenings, and therapies
  • 24/7 GP access via phone and video
  • Life assurance and confidential counselling helplines
  • Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
  • Access to Benefit Hub for discounts on everyday shopping
  • Enhanced pension scheme
  • Opportunities for training and personal development
  • Hybrid working
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