British Red Cross

Supporter Experience Improvement Lead

The British Red Cross is seeking an enthusiastic supporter or customer experience advocate and project manager to help us deliver the best possible experience to our supporters

About the role… 

As Supporter Experience Improvement Lead you’ll be part of the Supporter Experience team, supporting and leading on Supporter Experience (SX) projects including redesigning supporter journeys, optimising touch points and improving internal processes.  

You will support colleagues across fundraising to develop their supporter experience skills and confidence whilst championing the role of supporter experience in achieving our strategic goals. As a member of the SX team, you’ll also play an active role in the design and tracking of our team strategy and objectives. 

This role could be for you if you have experience in: 

Supporter or Customer Experience 

Relationship management 

Fundraising or marketing 

Innovation or service design

Key responsibilities of this role will include: 

Lead on or support the delivery of supporter experience improvement projects across the fundraising and engagement directorate 

Play an active role in supporting projects being delivered by colleagues across the Directorate 

Manage requests and enquiries from teams wishing to improve experience of their supporters 

Lead on developing, managing and updating a bank of resources and advice for colleagues on supporter experience and supporter-centred fundraising 

Responsible for the coordination and delivery of team communications and updates to stakeholders and colleagues across the organisation 

About the team… 

Delivering a great supporter experience is a fundamental part of how we fundraise at the British Red Cross and is embedded in our strategy. It’s not a buzz word. While every fundraiser is responsible for the experience or our supporters, the Supporter Experience Team is the hub which provides the vision for what a British Red Cross experience should feel like for our supporters and the tools and support that teams need to deliver it. 

We also deliver supporter experience improvement projects and measure the impact that our work is having on our colleagues and our supporters. We bring the supporters voice in the organisation, genuinely listen and learn from them and celebrate the role that they play in helping the British Red Cross to be there for people in crisis. 

We’re a team that is driven by doing good work, by learning all the time and by enjoying what we do. We collectively plan and set our direction and goals together, so you’ll be part of shaping the present and the future. We’re really open to new perspectives and different approaches, so you’ll have the chance to make an impact on how we work while you’re here. While you’ll always have autonomy over your projects, you’ll also always have support when you need it and we always prioritise our team’s wellbeing overall. 

Closing date for application is 23.59 on Sunday 7th August 2022 with interviews to follow week  

We offer a wide range of staff benefits, these include: 

- 36 days holiday (including Bank Holidays) 

- Option to buy an extra 5 days annual leave 

- Up to 6% contributory pension 

- Flexible working policy 

A little bit more about us 

The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country - we're there when you need us. 

Our organisation was born out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started. 

At the British Red Cross, we are looking for the best people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. 

Diversity is something we celebrate and we want you to be able to bring your authentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness. 

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place, and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively. 

If you are appointed to a role within BRC you will be subject to the organisation’s Code of Conduct, a copy of which you can find on our website. 

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738). 

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