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Head of Supporter Insight & Experience
Job reference: REQ000936
£56,297pa + excellent benefits
Woking, Surrey GU21 4LL / Hybrid Working
Hybrid working: Minimum 40% in person collaboration per month
About the role
We’re excited to be recruiting a Head of Supporter Insight and Experience to lead WWF-UK’s understanding of its supporters and ensure that insight is consistently used to shape strategy, journeys and decisions across the organisation.
In this role, you’ll lead and shape WWF UK’s supporter insight and experience, owning the frameworks, intelligence and evidence that guide organisational strategy, supporter journeys, investment decisions, product development and innovation. You’ll build and develop a cross organisational insight capability in a new Supporter Experience Directorate - integrating qualitative research, quantitative analysis, audience segmentation, digital analytics and journey intelligence.
You will play a key change leadership role, embedding insight led ways of working across Fundraising, Communications, Digital and Technology, and championing a shared understanding of supporter needs and behaviours. A core part of the role is driving digital experience improvement and working collaboratively across teams to inform system development, UX design and experience innovation.
Skills and experience
You’ll bring the skills and experience needed to succeed in this role, including:
• Proven experience leading organisation-wide qualitative, quantitative and digital insight programmes
• Strong understanding of supporter or customer behaviours, needs and motivations, with proven experience in supporter segmentation and audience frameworks, as well as journey analysis, mapping and reporting.
• Experience of leading innovation pipelines, including developing business cases for improvements or investment and managing initiatives, from concept to delivery.
• Strategic insight leadership and communication skills, able to turn complex evidence into clear organisational direction, priorities and recommendations.
• Ability to influence senior stakeholders and embed insight led ways of working across fundraising, communications, technology and product teams.
• Strong people leadership skills, with experience building, leading and supporting insight, research or innovation teams.
• Proven ability to deliver insight and experience improvements in a fundraising, membership, charity or purpose led context (B2C and/or B2B).
• Degree level qualification, or equivalent experience, demonstrating strong capability in insight, data, digital, marketing or analytical disciplines.
What we offer
We believe in rewarding our team with more than just a salary. Here’s what you can expect:
· Annual leave starting at 26 days a year, rising one day each year to 31 days plus bank holidays
· Flexible working options, to support your work life balance
· 7.5% employer contribution to pension, rising to 10% with employee contribution
· Learning and development opportunities to help you grow
· Regular wellbeing initiatives to support your health and happiness.
This is a UK based contract, and you are required to have the Right to Work in the UK. Unfortunately, we’re unable to offer sponsorship and any offer of employment will be subject to evidence of your Right to Work in the UK.
This role is hybrid with a minimum 40% of your contracted hours spent at our beautiful UK head office, the Living Planet Centre in Woking, Surrey, where you’ll hot desk among trees and gardens.
About WWF-UK
We’re a global conservation charity with millions of supporters and hundreds of projects around the world.
At WWF-UK, we’re bringing our world back to life. Protecting what’s left isn’t enough. We’re racing to restore nature and prevent catastrophic climate change. And it’s a race we can win with everyone’s help.
We’re courageous, passionate, and driven by science. For more than 60 years we’ve been at the forefront of global efforts to protect wildlife and the natural world. We work with integrity, collaboration and deep respect for those we partner with.
How to apply
Click the link to apply via our website.
You’ll be asked to complete an application form and upload your CV and a supporting statement that tells us why you’ll be a great addition to WWF-UK.
Application closing date : 03/03/2026
Our Diversity Promise to You
At the heart of our mission is a simple truth: the planet needs everyone. That means you - in all your uniqueness, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or how you choose to express yourself.
We don’t do stereotypes. We work together with purpose, driven by passion and enhanced by respect, courage, and integrity. We pull together from all walks of life to fight for a better future, and we want you to feel supported every step of the way.
We’re proud to be a Disability Confident employer and are committed to creating an inclusive workplace where everyone feels they belong. We actively encourage applications from people of all backgrounds and identities.
So, if there’s anything we can do to make your application or interview experience more comfortable or accessible, just give our Talent Acquisition Team a shout via our website.
Safeguarding Commitment
Just as we celebrate diversity in all its forms, we are equally dedicated to creating a safe environment for every person we work with or encounter.
Our commitment extends to children, adults at risk, and individuals experiencing any form of vulnerability, whether temporary or permanent.
We proudly stand behind CAPSEAH (Common Approach to Protection from Sexual Exploitation, Sexual Abuse and Sexual Harassment) and put this commitment into action through clear policies, thorough training, and recruitment checks tailored to each role, which may include external vetting.
If you ever have a concern, however big or small, know that there are confidential channels ready to support you at WWF-UK. We promise to respond promptly and with care, because protecting every individual is at the heart of everything we do.
Registered Charity 
101 - 500
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
About the role
Medical Aid for Palestinians (MAP) is responding to the largest emergency in our 40+ year history. Over the last two years support for our cause has seen significant growth in income as tens of thousands of supporters have joined MAP, including individuals, trusts, foundations and corporates. Our challenge now is to retain this interest and ensure we sustain income as we respond to the ongoing emergency and the longer-term health of Palestinians over the coming years. With an ambition to be a £50m organisation by 2028, the supporter operations and insights team will play a vital role in enabling over one million Palestinians to access improved healthcare annually by 2028.
We’re looking for a strategic and people‑focused leader to head up our Supporter Operations and Insights team. A newly expanded team, this senior role will ensure our supporters receive an outstanding experience, while overseeing supporter operations, supplier management, data quality and insights. You’ll work closely with Fundraising and Finance colleagues to ensure income is processed accurately; deliver insights that drive decision‑making; and ensure operations are compliant and effective.
Many of our systems and processes are on a journey to be made fit for purpose, including a new CRM (MS Dynamics) which is currently being implemented with the support of the Digital, Data and Technology team within the Chief Operating Officer’s team.
If you’re an experienced leader with a passion for supporter experience and a commitment to MAP’s mission and values, apply now. We will be reviewing applications as we receive them.
What is the role about?
This role leads the teams that look after our supporters behind the scenes and on the front line. You’ll make sure every supporter has a positive experience, that donations are handled accurately, and that we use data and insight to continuously improve how we work.
What will you be responsible for?
You’ll lead supporter care, operations and the performance and insights teams, manage key suppliers, work closely with Finance on income reconciliation, and turn data into insight that shapes fundraising decisions. You won’t manage the CRM system itself, but you’ll work closely with the CRM Technical lead and Head of Data and Insights to ensure supporter needs are met as we continue to embed a new CRM.
Who is this role for?
This role is ideal for an experienced leader, or manager who has the potential to step up, and is from a charity or customer‑focused organisation. You will enjoy improving supporter experience; strengthening operations; and using insight to drive results — all while contributing to MAP’s work dedicated to the health and dignity of Palestinians living under occupation and as refugees.
How to Apply
Please submit your CV and Supporting Statement (no longer than 2 sides of A4) before the deadline of 9:00 am GMT on 16th February 2026 on our career's page.
Interviews will take place: 1st stage on Microsoft Teams w/c 23rd February and 2nd stage in person w/c 2nd March 2026.
If you have any questions, or reasonable adjustment requests at any point in the application and recruitment process, please contact recruitment team.
Equal opportunities
MAP aims to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Background checks
As an organisation MAP is committed to the welfare and protection of children and vulnerable adults. MAP will conduct appropriate background and references checks. Link in that safeguarding and ethical conduct.
Disclaimer
**MAP reserves the right to close this advert before the confirmed closing date when we are in receipt of sufficient applications.
**We would therefore advise interested applicants to apply as early as possible. Due to the high volume of applications, we receive, we are unable to respond to every application. If you have not heard from us within two weeks of the deadline, then you have not been successful in shortlisting
The client requests no contact from agencies or media sales.