Head of Supporter Experience

Motor Neurone Disease Association

Hours
37 hours per week

About the Organisation

Motor Neurone Disease moves fast. It takes away time, independence, and has no cure. Every day, we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.

About the role

This is a brand-new opportunity to set and lead the vision 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.

The Head of Supporter Experience sets and leads the vision for delivering an outstanding, insight-led, and supporter-centric experience across journey touchpoints, including our Supporter Care team. This role is responsible for shaping and embedding an end-to-end supporter experience that drives loyalty, satisfaction, and long-term sustainable income. The postholder will champion a culture that places supporter needs at the heart of decision-making, ensuring that every interaction reflects the charity’s brand and values to maximise impact.

Responsibilities

Strategy and Leadership:

• Champion supporter-first thinking across the organisation to embed consistent, audience-led decision-making.
• Develop and articulate a clear strategic vision for supporter experience that strengthens loyalty and lifetime value that can be translated into operational delivery across the organisation.
• Horizon scan external trends, innovation, and sector best practices to continuously enhance experience delivery.
• Act as an advisor on supporter experience, providing insight and recommendations to stakeholders.
• Build relationships with external partners, suppliers, and agencies to enhance supporter engagement and innovation.

Supporter Journey Planning:

• Define experience principles and standards that guide welcome, nurture, reactivation, and progression journeys, ensuring consistency across teams.
• Lead the mapping, design, and optimisation of supporter journeys, ensuring they are seamless, personalised on brand, and effective.
• Drive a culture of test-and-learn, ensuring improvements are measured, evaluated, and embedded.
• Ensure effective use of CRM and digital platforms to enable personalised, scalable supporter journeys.
• Lead supporter care approaches that ensure they feel valued, informed, and connected to impact.

Performance Reporting & Compliance:

• Develop and oversee a robust performance framework to measure supporter experience, including KPIs such as satisfaction, loyalty, retention, and lifetime value.
• Use performance data to drive accountability, inform strategy, and identify opportunities for improvement.
• Provide strategic oversight to ensure compliance with relevant legislation, regulation, and sector standards.
• Use live insight from Supporter Care and frontline teams to inform ongoing refinement of journeys.
• Ensure data quality, compliance, and effective reporting standards are upheld.

Cross Organisational Collaboration:

• Build strong relationships across all directorates to deliver a joined-up supporter experience and journeys contributing to the full engagement funnel.
• Work with the Engagement Directorate to ensure seamless integration of brand, marketing, communications, and supporter experience that grows our audiences and deepens relationships.
• Lead cross-functional initiatives to ensure integrated, multi-channel engagement.
• Play an active role in organisational planning forums to ensure coordinated supporter contact strategies

Team Leadership & Management:

• Lead, inspire, and provide direction to a high-performing team responsible for supporter experience, care, and stewardship.
• Build organisational capability in supporter experience through training, coaching, and knowledge sharing.
• Foster an inclusive, collaborative, and innovative team culture that supports continuous learning and development.
• Embed accessibility, inclusivity, and empathy across supporter interactions.

Skills, Competencies, Experience & Attributes

Essential Criteria:

• Significant experience in supporter/customer experience, fundraising, or relationship management.
• Proven track record of designing and delivering end-to-end experience strategies that improve engagement, retention, and income
• Strong understanding of supporter insight, data analytics, segmentation, and performance measurement frameworks.
• Experience working with CRM systems and data-driven decision-making.
• Strong understanding of GDPR and data protection principles.
• Track record of delivering strategic change and continuous improvement.
• Proven leadership and people management experience.
• Excellent communication and influencing skills.
• Strategic thinker with the ability to translate insight into action.
• Empathetic, supporter-focused mindset.
• Collaborative approach with the ability to work across teams.
• Strong problem-solving, decision-making, and influencing skills.
• Commitment to the values and mission of the MND Association

Compensation & Benefits

• 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 the Benefit Hub for discounts on everyday shopping
• Enhanced pension scheme
• Opportunities for training and personal development

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• Please apply via our website.
• To support an inclusive application process, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. If you would like to apply via video or audio file, please send your recorded application, ensuring you cover the supporting statement aspect, to [email protected]

Interviews

• Once we have shortlisted, we'll get in touch with all applicants to let you know if you've got to the next stage.

Policies

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, including employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

The information provided to the MND Association when applying for a vacancy will be treated in full accordance with the General Data Protection Regulation (GDPR). The MND Association is committed to protecting your personal information and being transparent about what information we hold, whether you are a donor, volunteer, shopper, campaigner, or a person living with or affected by MND. For more information, visit Privacy Policy

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