Director of Customer Experience and Engagement

We are looking for an experienced, confident and highly motivated leader to join us as Director of Customer Experience and Engagement. Working alongside the Chief Income & Engagement Officer, you will be embedding and establishing our new Engagement Strategy framework and work to understand what it really feels like to engage with RNIB.

This is a fixed term contract of approximately 12 months. This is a hybrid role, based in our London (King's Cross) office approximately 2 days a week.

What You'll Be Doing

As Director of Customer Experience and Engagement, you will have direct responsibility for the Customer Experience and Engagement teams, including Data Strategy and Analytics, Customer Experience.

You'll work with and lead your team to provide tools and support for translating data and insight into successful customer engagement approaches which improve reach, impact and income. You will also support and partner with other departments across the organisation to embed a truly customer-first and insight-led culture, championing the best use of data to promote the customer experience.

This is a strategic role within an environment centred on change through continuous improvement and curiosity. You will need to be confident in your leadership to motivate and empower others and be able to coordinate and facilitate strategic change directly or by influencing others.

Who You Are

To be successful as Director of Customer Engagement and Experience, you'll have extensive knowledge and insight into customer experience trends within and beyond the charity sector, bringing your knowledge to RNIB to promote best practice and innovation and impact.

You will also be a solutions-focussed innovator, with experience of delivering new approaches in response to prospects identified through customer insight.

As a confident leader, you will have significant experience of steering teams to deliver pioneering these new approaches and to drive improvement and analysis in complex organisations working across varied income streams.

What We Offer

RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.

For more information on our available benefits, please visit our .

How to Apply

If you'd like to apply for this great opportunity, please apply online, uploading your CV and cover letter, telling us how you meet the skills, knowledge and experience for the role and why you think you'd be a great fit for RNIB.

If you have any questions in regard to this role or how to apply, please do email us at .

Additional Information

One of our core values is to be led by blind and partially sighted people and we involve our customers in recruitment. Please be advised that your anonymised application may be shared internally with those involved in the recruitment process.

RNIB is committed to equality of opportunity and to promoting and celebrating the diversity of its staff and volunteers. We welcome everyone's contribution and are proud of our status as a Disability Confident Leader. We welcome applications from people with sight loss and talented people from all sections of the community who share our values.

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