Head of Supporter Experience and Optimisation
Applications Close: 23:59 on Wednesday 26th November
Contract: Permanent | Location: Home Based
About the role
We are recruiting for a Head of Supporter Experience and Optimisation to join on a permanent contract. This newly created role is home‑based, full‑time (35 hours per week) with occasional travel for meetings and events. It will lead the strategic alignment and continuous improvement of how we deliver for our supporters – donors, campaigners and volunteers – across the Income and Engagement directorate.
Key responsibilities include:
* Developing and delivering a transformation roadmap that aligns with directorate and Society priorities, improving all touchpoints of the supporter experience.
* Championing a supporter‑first mindset across teams, ensuring every process and interaction enhances satisfaction and loyalty.
* Using insight and feedback to identify opportunities for continuous improvement and innovation, cultivating a culture of marginal gains and agility.
* Overseeing the development of robust performance frameworks, enabling clear planning, tracking and reporting of impact.
* Building strong relationships across the Society to secure alignment and buy‑in for transformation initiatives.
* Fostering a collaborative, high‑performing team culture that supports innovation and growth.
We will play an integral role in transforming how the UK’s leading dementia charity delivers for supporters, enhancing both internal effectiveness and external impact.
About you
You are a dynamic leader with exceptional people skills, proven ability to inspire, motivate and develop high‑performing teams, and experience in developing and implementing cross‑functional strategies. You understand the drivers behind supporter/customer loyalty and can use data, insight and experimentation to refine experiences. You possess strong project management and change‑leadership skills, a collaborative mindset, and the capacity to influence stakeholders and manage cross‑functional teams.
We welcome applicants whose transferrable skills can succeed in this role; a background in the charity sector or dementia is not essential.
Our commitment to Equity, Diversity, Inclusion & Belonging
We encourage individuals who have a disability, impairment or health condition, or who identify as part of a minority ethnic background, to apply. These groups are currently under‑represented at Alzheimer’s Society.
Benefits
We offer a generous rewards package including a double‑matched pension scheme, 27 days annual leave (plus bank holidays and wellbeing days), Health Shield cash plan, 24/7 EAP, Thrive mental wellbeing support, virtual GP services, Society Plus discounts and resources, flexible working and life assurance. Additional benefits include a free Will‑writing service and long‑service awards.
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