Role Overview
We’re looking for a Customer Journeys and Experience Manager to join our Customer Engagement and Experience Team on a fixed term basis for six months. We’re about to launch our new, organisation-wide, segmentation project – Designed Around You, where you’ll play a key role in using this new insight to support teams to deliver the experience our customers have of Prostate Cancer UK. You’ll be responsible for developing and delivering multi‑channel customer journeys that provide a consistent and engaging experience to all customers of Prostate Cancer UK. You’ll lead the ongoing development and optimisation of how we welcome customers to the organisation, as well as our engagement journeys, ensuring that customer needs are met, and behaviours and interests are tracked across every touchpoint. You’ll take a lead on briefing, journey design development, analysis, and reporting, to optimise customer engagement and income. Additionally, you’ll act as a liaison between data delivery, insights and product teams, sharing insights and best practice across the organisation.
Responsibilities
You’ll be responsible for developing and delivering multi‑channel customer journeys that provide a consistent and engaging experience to all customers of Prostate Cancer UK. You’ll lead the ongoing development and optimisation of how we welcome customers to the organisation, as well as our engagement journeys, ensuring that customer needs are met, and behaviours and interests are tracked across every touchpoint. You will take a lead on briefing, journey design development, analysis, and reporting to optimise customer engagement and income. Additionally, you’ll act as a liaison between data delivery, insights and product teams, sharing insights and best practice across the organisation. Coaching and collaborating with colleagues and external agencies is essential to ensure successful deployment of programmes.
Qualifications and Experience
We’re looking for someone who genuinely cares about giving our customers a great experience and always thinks about how messages will land with different audiences. You’ll bring strong experience from a communications or direct marketing environment, with a clear track record of delivering multi‑channel customer journeys for a range of audiences. You’re comfortable using data to guide your decisions, with the ability to turn analysis into clear, meaningful insights that others can easily understand and act on. You build strong relationships at all levels and work well with both internal teams and external partners, including agencies and suppliers. Alongside this, you’re organised and proactive, with solid experience of planning projects and putting marketing activity into action from start to finish.
Essential Qualifications
- Excellent knowledge and experience of working in a communications or direct marketing environment.
- Experience of building and delivering multi‑channel customer journeys to a variety of audiences.
- Excellent data and analytical skills, with the ability to translate analysis into succinct commentary for internal stakeholders.
- Outstanding at building relationships and working with internal and external stakeholders of all levels.
- Solid experience of project planning and implementing marketing plans.
Benefits
- Generous leave entitlements that increase with service
- One “development day” a month to use for training or personal development
- Enhanced contributory pension scheme
- Life insurance and group income protection
- Health Cash Plan
- Life and wellbeing advice and support via our Employee Assistance Programme
- Discounted gym membership and high street shopping discounts
- Loans for season tickets or cycles
Salary and Contract Details
This role is in salary Band 4, with a starting salary of £42,750 – £46,500 per year. We aim to pay the median salary for charity the sector. Our salaries reflect that the London office is our contractual place of work. We also pay a working‑from‑home allowance at the HMRC tax‑free rate of £312 per year. We are committed to paying at least the London Living Wage for all roles and apply the updated rate each April. We are a licensed sponsor for Skilled Worker visas, but we have currently exhausted our allocation of Certificates of Sponsorship and are therefore unable to offer sponsorship for the foreseeable future.
Diversity and Inclusion
At Prostate Cancer UK we’re committed to righting health inequalities across the UK, starting with those faced by Black men. This includes ground‑breaking research into Black men’s risk and working with communities directly to overcome barriers to the diagnosis and treatment of prostate cancer. To make this happen, we’re dedicated to being an inclusive, proactive organisation, as we strive to be Allies to Black communities. We’ll achieve this by advocating and working alongside those communities to promote change. We’re also working to be Allies to each other, not only protected groups. In 2024, we launched our New Allyship Training Programme. All colleagues at Prostate Cancer UK will be trained to act and identify as an Ally. We’ve also signed Business in the Community’s Race at Work Charter, as a dedication to our Black health equity work and wider EDI priorities. As a signatory, we’re responsible and accountable for driving positive change.
People Networks
- Pride – a safe space where LGBTQ+ colleagues – and our allies – can share their diverse lived experiences, celebrate LGBTQ+ culture and history, and create new ideas about how our organisation can be more inclusive and representative of LGBTQ+ people.
- Mind and Body – Here to increase awareness, promote wellbeing and support colleagues affected by neurodiversity, mental health problems, disability and long‑term illness.
- Culture Club – Here to increase awareness and celebrate the different cultures and beliefs that we have in the organisation, so that we all have our cultures felt and feel welcomed.
How and Where We Work
Colleagues attend the office at least four days per month (pro rata for part‑time colleagues) to collaborate, build relationships, and support projects and decision‑making. You can choose where to work the rest of the time. Travel to the office is a commute, so we pay our own travel costs. Additional in‑person attendance will be required during your first few months for induction and training, to support you to learn the role and get to know colleagues. We trust colleagues to work flexibly while balancing personal commitments with the needs of the charity, and we are committed to making reasonable adjustments for colleagues with a disability, neurodiversity, or a long‑term physical or mental health condition.
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