Are you an experienced, data-driven, and innovative professional, passionate about delivering best-in-class user journeys for NHS hospital charities? Then join Guy’s and St Thomas’ Hospital charities as a Supporter Experience and Journeys Manager and you could soon be playing a vital role at the heart of our three charities.  

Starting a new four-year strategy cycle, we have ambitious fundraising targets to significantly grow the audiences of the three Guy’s and St Thomas’ charities and drive donations to support the incredible NHS staff and exceptional care they provide for patients of the hospitals and their families every day.   

About the Team  

A big part of how we will achieve our fundraising targets is by transforming the experience of our supporters. To do so, we’re working to build and grow an influential new Supporter Experience team that will lead the charge in placing the supporter at the heart of all fundraising activity.  

Job Description

This new and exciting opportunity within the Supporter Experience team will lead and manage an integrated approach to supporter journey development across the organisation, via multiple channels, product innovations and integrated campaigns, that build loyalty with our supporter base to improve satisfaction, drive advocacy, and ultimately drive life-time value for our three unique charities.

To do this, you will work with the Senior Strategy and Programme Manager, income generating teams and key dependency teams to implement a multi-channel supporter experience and journey strategy across the three charities.

This will involve, leading our work to understand the current experience of our existing supporters, identifying engagement and innovation opportunities. You will lead and facilitate comprehensive, organisation wide insight gathering and supporter journey mapping workshops to design new experiences and journeys, developing frameworks to do so. You will test new journeys, product developments and integrated campaigns with supporters and champion their needs and pain points through optimisations. You will ensure that we have a consistent data-led approach to supporter experiences; all supporters have a best-in-class experience with our three charities and undertake impact evaluation for continuous improvements.

You have:

• previous experience of designing best-in-class user-centric experiences and journeys that are data led.
• the ability to research insights and use them to collaboratively generate gold standard engagement opportunities.
• expertise from working on integrated campaigns across a range of channels including direct mail, email, social media, offline media, and phone.
• know what methods to use to build, test and iterate new journeys, products and experiences against needs and can use frameworks to do this.
• natural leadership skills to inspire, support, and project manage individuals to develop new journeys and optimise existing ones.

(Other organisations may call this role Customer Journey Manager, Supporter Engagement Manager, Donor Experience Manager, Strategist/Planner).

This is a full-time post.

Key responsibilities

Supporter experience and journey best practices

• Work with the Senior Strategy and Programme Manager to develop and implement a supporter journey and experience strategy across the three Guy’s and St Thomas’ Charities to improve the overall supporter experience and journeys, including but not limited to acquisition, onboarding, retention, and loyalty.
• Lead on the identification and improvement of key pain points in existing supporter journeys; making recommendations for improvements that colleagues can implement and supporting them on how to measure and report back on those changes.
• Lead workshops to help teams create new journeys, experiences and integrated campaigns, and champion opportunities for cross-sell segmentation, measuring supporter satisfaction and testing outputs with supporters.
• Develop supporter journey planning tools and frameworks to build skills across the organisation.

Data & Insight

• Lead insight gathering with the data team to optimise current personas and identify new personas.
• Scope and build out new supporter segmentations and lead roll out of new supporter segmentations.
• Develop our approach for measuring supporter journey engagement and experiences.
• Develop a supporter feedback panel, recruiting new members and conducting user testing to assess the effectiveness of our journeys, experience, products, and integrated campaigns with them.
• Work with the data and digital team to establish how we can use Dynamics CRM to deliver engaging supporter journeys and experiences.
• Liaise with the fundraising, supporter care, digital and data teams to identify recurring supporter journey issues and make recommendations for improvements.
• Develop, refine, and prioritise the supporter journey backlog taking input from stakeholders where necessary.
• Implement our effectiveness evaluation approach to supporter experiences, journeys, and initiatives. Regularly reporting on key metrics and using findings to drive continuous improvement in collaboration with the digital and data team.

Driving the adoption of supporter-first approach

• Develop and foster excellent working relationships to establish buy-in for a data-driven and supporter-first approach to fundraising across the charities and be prepared where necessary, with sound rationale, to recommend solutions that meet supporter needs, strategic objectives, and journey best practises.
• When necessary, work with stakeholders to understand detailed operational processes and identify opportunities for a supporter-first approach to help fulfil their requirements.
• Keep up to date with supporter-centric industry trends, techniques, and best practices related to supporter experience and supporter journeys and share learnings with stakeholders.

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, knowledge, and experience

Essential criteria

1. In-depth knowledge of analytic tools (e.g., data dashboards).
2. Knowledge and demonstrable experience of adhering to GDPR and PECR laws and codes of conduct.
3. Ability to interpret complex requirements and user needs and make recommendations of implementable solutions.
4. Relationship building expertise & ability to influence stakeholders across the organisation.
5. Proven understanding of how best to use data insight and analysis to make decisions and inform actionable plans.
6. Collaborative and constructive working style with the ability to work well across teams.
7. Proven ability to time manage effectively and meet deadlines.
8. Proven experience of developing best in class user journeys and experiences in the commercial or non-for-profit.
9. Proven experience leading complex cross channel journeys or communication plans from start to finish.
10. Proven experience of facilitating or supporting on user research activities including focus groups, surveys, and user testing.
11. Strong experience in reporting, evaluating, and testing.
12. Experience of facilitating workshops both virtually and in person.

Desirable criteria

1. Experience in Agile methodology or ideally embedding agile ways of working.
2. Understanding of NHS charities or healthcare fundraising.

Further Information

All F&SD appointments involve a standard skills-based interview, followed (for up to two appointable candidates) by a Core Values interview.

About Fundraising & Supporter Development

Fundraising and Supporter Development (F&SD) is an integrated department that provides a single fundraising and supporter engagement function in support of King’s College London, Guy’s and St Thomas’ NHS Foundation Trust and for King’s Health Partners. In doing so, we work closely with and on behalf of the Guy’s and St Thomas’ Foundation, as well as the Maudsley Charity. Based at King’s College London, we work with colleagues across our partners to help them serve society through world-leading education, research and healthcare.

We operate a unique and powerful model, which brings together fundraising for all our partners across major and principal gifts; trusts & foundations; legacies; corporate engagement and public fundraising. We also promote King’s College London’s engagement with its worldwide alumni community, as well as engaging more broadly with supporters of all our partners. Our work is underpinned and enhanced by a range of dedicated professionals in areas such as donor relations, communications and marketing, prospect research, finance, data, supporter services, governance and general administration.

By pooling our passion and expertise, our potential and impact is maximised – to the benefit of our partners and their beneficiaries, supporters and donors. Our model also drives benefits for our staff, who get to work in a unique environment, engaging with several world-leading organisations and having opportunities to learn about and work across the many different component parts of our activity.

We have an impressive, well-established track record of success in securing support that allows our partners to deliver on their missions. This includes our global, award-winning World Questions: King’s Answers campaign for King’s College London, which set the standard in the sector and enabled us to raise substantial funds to help tackle some of the world’s biggest challenges. Ambitious and innovative, the team has won awards across the higher education and charity sectors, including a CASE Platinum Award for Fundraising and a CASE Gold Award for Donor Relations and Stewardship.

We continue to set ourselves high standards and expectations in terms of supporting our partners, mapping out ambitious fundraising campaigns and appeals where we want to achieve ground-breaking milestones in areas such as children and young people’s mental health; sickle cell disease; cardiology; cancer; global women’s leadership; engineering; international relations and support for students who will go out and make a difference in the world. We are a strongly values-driven team, maximising the benefits of working across internationally-leading organisations and united in our ambition to support our partners in making a real and positive difference to their beneficiaries and the world we live in.

Our Partners

King’s Health Partners

King’s Health Partners (KHP) is an Academic Health Sciences Centre and a partnership between King’s College London and three NHS Foundation Trusts – Guys and St Thomas’, King’s College Hospital and South London and Maudsley. We bring together 40,000 NHS Staff with 30,000 students and researchers to join up world class research, education and pioneering clinical practice. Our partnership sees 4.8 million patient contacts each year. Academic Health Sciences Centres are engine rooms of high impact and innovation discovering new insights into disease, transforming diagnostics and unlocking new therapies. We speed up the time it takes to translate research and high impact innovations in physical and mental health into outstanding patient care. We do this by working in dedicated clinical academic groups and institutes and by involving more and more people in clinical trials and research. For more information, visit:  www.kingshealthpartners.org

King’s College London

King’s College London is an internationally renowned university delivering exceptional education and world-leading research. The university is dedicated to driving positive and sustainable change in society and realising our vision of making the world a better place.  Through its commitment to exceptional education, impactful research and genuine service to society, King’s College London is creating positive change in its communities, both in London and on the world stage. The Strategic Vision 2029 looks forward to King’s College London’s 200th anniversary in 2029 and sets out ambitious plans in five key areas:

• Educating the next generation of change-makers;
• Challenging ideas and driving change through research;
• Giving back to society through meaningful service;
• Working with our local communities in London;
• Fostering global citizens with an international perspective.

Guy’s and St Thomas’  Foundation and Guy’s and St Thomas’ NHS Foundation Trust

We work closely with and on behalf of Guy’s and St Thomas’s Foundation to secure income and engage stakeholders in support of Guy’s and St Thomas’ NHS Foundation Trust. The Trust is among the UK's busiest and most successful foundation trusts, with a long history of clinical excellence and high-quality care.  The Trust is made up of two of London's best known teaching hospitals – St Thomas' Hospital and Guy's Hospital. It also includes Evelina London Children’s Hospital and both adult and children’s community services in Lambeth and Southwark.

Dedication to the communities it serves is at the heart of everything the Trust undertakes, providing high quality and personal care. The Trust is guided by its values: putting patients first, taking pride in what we do, respecting others, striving to be the best and acting with integrity. Royal Brompton and Harefield hospitals became part of Guy's and St Thomas' in February 2021, bringing together world-leading expertise and research in heart and lung disease.

Further Information

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.