Supporter Experience Design Manager

About the team

We have big goals over the next few years.

We're going to be fighting for mental health in a way we never have before.

Together we'll be working to make sure everyone experiencing a mental health problem gets the support and respect they deserve.



Team information

Will you join us?

We're recruiting a Supporter Experience Design Manager to join our team. This role is focused on ensuring the quality and availability of Mind's data, on which Mind's ability to deliver personal and high quality supporter experience depends. This role drives fundraising performance through maximising the value of our data, and is part of the Supporter Experience and Data team.

Hybrid working: Based in either our London or Cardiff offices with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.



Key duties and responsibilities

The post holder will be critical to the delivery of excellent supporter experience. You will ensure the quality and availability of Mind's data, on which Mind's fundraising performance depends. This role delivers strategies and plans that ensure the effective management, protection, and use of our data assets, maximising data to mobilise even greater support for the people Mind helps.

This role is responsible for:

-Ensuring that data ingested into CRM is designed and mapped, so that it is available for performance reporting, analysis, and personalised supporter journeys.

-Developing structured processes for collecting, organising, and storing data to ensure it is accurate, complete, and reliable.

-Monitoring and evaluating the quality of data within CRM, collaborating with teams to ensure that the data required for performance reporting, analysis and supporter journeys is available, accurate and timely

-Identifying and resolving issues; root cause analysis to identify underlying factors contributing to data quality issues, developing and implementing strategies and initiatives for corrective actions aimed at improving the quality of data over time

We want to hear from you if you have:

-A thorough understanding of CRM (preferably Dynamics 365) and data principles: expertise in automation, data structures, integrated systems, data importing, and logic.

-Demonstrable experience of working with stakeholders to design data structures, definitions and workflows that maximise the value of supporter data, ensuring it supports acquisition, retention, and tailored engagement strategies.

-Substantial experience in designing, implementing, testing, and troubleshooting data and income processes, ensuring that the team supports the charity's business-as-usual functions effectively and efficiently.

-Technical knowledge and experience of implementing systems for data quality and minimisation, maintaining integrity and compliance of data assets.

-A proactive and innovative mindset, staying ahead of emerging technologies and data-driven engagement trends to continuously improve supporter experience



Mind's equity statement

Mind is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please refer to the Role Profile while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.

This role requires a Disclosure and Barring Service (DBS) check.

We retain the authority to close this vacancy prior to the advertised closing date and without prior notice, once an adequate number of applications has been received. Applications will be assessed on a continuous basis, and we respectfully advise prompt submission to ensure consideration.