The Experience & Journeys Lead is responsible for leading, designing, managing and optimising supporter journeys and donor communications to deliver an outstanding donor experience. This role consolidates accountability for supporter experience owns the supporter experience strategy, ensuring timely, relevant, and personalised engagement through automation and data-led insights. Managing the Supporter Experience Lead and Officers, embedding standards of expediency, prioritisation, and quality across all frontline interactions. Working collaboratively with Digital, Design, and Campaign teams, the Experience & Journey's Lead will drive efficiencies, strengthen loyalty, and uplift supporter value through streamlined, impactful communications. The role will focus primarily on mass fundraising audiences, while partnering with single giving, philanthropy and GIW teams as required to ensure seamless donor pathways.

Key Focus Areas: 

• Accountability for the supporter experience across all supporter contact points, including call centre and digital.
• Manage the Supporter Experience Lead, ensuring high standards of expediency, automation, and supporter care.
• Champion a supporter-first culture across the organisation.
• Ensure supporter experience initiatives are aligned with organisational fundraising strategies and growth objectives.
• Collaborate with senior fundraising and digital leaders to identify opportunities for innovation and value uplift.
• Partner with Single Giving and Philanthropy teams to integrate mid-level and major donor journeys into broader mass fundraising pathways. Work with the GIW and Community Fundraising teams to align supporter journeys with community-based campaigns, ensuring leads and participants are nurtured into long-term donor pathways.
• Represent supporter experience in strategic planning and cross-team initiatives.
• Partner with the Digital team to scope, build, and optimise automated journeys, leveraging MarTech platforms and tools.
• Drive personalisation and segmentation strategies to deliver meaningful and timely interactions.
• Ensure supporter journeys are integrated across channels and aligned with fundraising objectives.
• Provide support and guidance on Regular Giving and Single Giving Specialists campaigns to ensure campaign development aligns with and enhances the overall donor journey.
• Collaborate with the Communications and Brand team to brief, develop, and deliver creative assets for campaigns and supporter communications.
• Ensure messaging is consistent, supporter-centric, and tailored to different audience segments.
• Oversee stewardship communications to strengthen donor relationships.
• Use data, supporter insights, and feedback to measure performance, identify pain points, and optimise touchpoints.
• Establish KPIs and reporting frameworks to track engagement and journey effectiveness.
• Foster a culture of testing, learning, and continuous improvement.
• Keep informed of sector trends, emerging technologies, and best practice in fundraising and supporter engagement.
• Be directly accountable for retention %, upgrade and reactivation rates, supporter satisfaction (NPS), % journeys automated and supporter lifetime value.
• Models collaboration, creativity, candour and curiosity in team culture.

Key Skills & Experience:

• Proven experience in supporter engagement, digital marketing, or fundraising, with expertise in designing journeys and communications that drive loyalty and value.
• Strong leadership and people management skills, with experience developing high-performing teams.
• Demonstrated ability to leverage MarTech platforms (e.g., Salesforce Marketing Cloud, Adobe, HubSpot, or similar) for automation and personalisation.
• Excellent communication and stakeholder engagement skills, with the ability to brief and collaborate effectively across creative, digital, and fundraising teams.
• Strong analytical and problem-solving skills, with experience using data and insights to inform decisions.
• Strategic thinker with the ability to align supporter experience initiatives to broader organisational goals
• Experience leading teams in direct supporter contact functions (i.e. call centre, supporter services or donor stewardship), with a focus on expediency, prioritisation and QA.
• Knowledge of donor journeys across mass fundraising, philanthropy and community streams (including GIW/partnership-driven campaigns), with the ability to integrate these into a unified supporter experience.

Benefits that Guide Dogs offer: 

As a member of the Guide Dogs team, you will have access to a wide range of benefits tailored to your needs.

• A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $15,900. 
• EAP - Get support when you need it with Employee Assistance Program counselling sessions.
• Me Days – Receive two paid days per year to support your health and wellbeing.
• Paid Parental Leave – take time to bond with your new child with 15 weeks paid leave after qualification period
• The option to purchase up to 4 weeks additional leave each year.
• Employee benefits program and Reward and Recognition program.
• Annual flu vaccinations. 
• Support for your professional development including paid study leave and educational assistance.
• Join an organisation that makes a meaningful and positive impact on our society.

Guide Dogs Values: 

• Our clients come first in everything we do 
• Walk the Talk - The buck stops with us. So we keep our word and keep going, no matter what.
• Lead with Head and Heart - Forever focused on our purpose and mission, we combine care and careful planning to deliver successes worth celebrating.
• Lift each other - From a guiding hand to a high five, we unleash and acknowledge everyone's potential.
• Never stop exploring - We're fearlessly creative. We've always asked and answered the tough questions and if there's a better way, we'll find it. 

Guide Dogs NSW/ACT are proud to be an inclusive workplace that reflects our clients and the broader community and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We offer equal employment opportunity regardless of your disability, gender or gender identity, race, religion, sexual orientation, age, marital or domestic status, carer status, or political opinion.

If you require an adjustment within the recruitment process, please contact jobs@guidedogs.com.au to inform us of your preferred method of communication.