Head of Supporter Experience

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. Key Responsibilities 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 ..... full job details .....