Head of Journeys and Personalisation

Position: Head of Journeys and Personalisation (Permanent)
Head of Journeys and Personalisation

£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 Journeys and Personalisation to lead the design and optimisation of full lifecycle digitally-enabled journeys and personalised supporter experiences at WWF-UK.

In this role, you’ll be responsible for shaping how supporters experience WWF-UK across their full lifecycle, ensuring journeys are relevant, engaging and aligned to both supporter needs and organisational priorities. You’ll lead and develop an existing email team that will, over time, evolve our journeys and personalisation capabilities and play a key role in a new Supporter Experience Directorate.

Working closely with colleagues across departments — particularly product owners, data and technology — you’ll design joined up, data, informed lifecycle journeys that guide appropriate next actions, build trust and deepen long-term supporter value. You’ll embed the use of insight, segmentation and experimentation into journey design. Your work will play a critical role in improving supporter satisfaction, trust and loyalty, while ensuring personalisation is used responsibly, ethically and in line with our values.

This is a senior role for someone who combines strategic thinking with delivery focus, is confident leading teams and influencing across disciplines, and is motivated by using journeys and personalisation to build loyalty and mobilise action in support of our mission.

Skills and experience

You’ll bring the skills and experience needed to succeed in this role, including:

* Significant experience leading digital journeys, lifecycle marketing or personalisation, with clear accountability for outcomes and delivery

* Deep understanding of end-to-end journey and lifecycle design, across multiple products, channels, content and campaigns

* Strong track record of segmentation and audience strategy, improving engagement, retention or long-term value

* Experience of content and brand storytelling, ensuring journeys drive the right actions, outcomes and supporter experience

* Strong analytical and insight-led decision-making, translating data into clear priorities and actions

* Experience using experimentation, testing and optimisation to improve journey performance

* Hands-on experience with CRM and marketing automation platforms, delivering and optimising journeys

* Proven ability to lead and collaborate across multidisciplinary teams, managing performance and delivering shared objectives

* Strong communication and influencing skills, able to explain complex concepts clearly and engage a wide range of stakeholders

* Experience operating in a regulated, complex or values-led organisation, applying ethical and responsible use of data

* Qualifications or equivalent experience in digital, journey design or lifecycle marketing

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,…