Supporter Experience

Consultancy & Project Management


Hi, I’m Ben - Long-time in-house charity comms guy turned freelancer.

I work with a range of charities to equip them to have more productive and rewarding relationships with their audiences, from international animal welfare and faith-based charities, to leading healthcare charities and more.

The Evolution of Ben:

I started my work-life in marketing delivery roles for regional charities, before finding my thing in Supporter Experience at larger nationals. Previous roles included: Senior Manager in Experience & Engagement at Prostate Cancer UK and Experience Manager at Christians Against Poverty UK, where I oversaw SX strategy and core project delivery.

I currently do that in a couple of different ways - consultancy and project management.

“'A great workshop… all the directors said they really enjoyed the session and the clarity and alignment it brought… Your approach really worked well with the team.”

- Audrey Hii, Global Supporter Experience Director, Animals Asia

CONSULTANCY

In my interactive workshops and detailed reports, I help charity teams get to the bottom of some of the big questions of Supporter Experience.

Measures & Metrics

Of the many supporter experience measures & metrics available, what are people across the sector using and which should we have in place in our context?

Change Management

How do I get the many teams who are responsible for delivering aspects of the supporter experience to align on SX projects and build key principles/ways of working into their day to day work?

From Paper to Practice

How do I take my SX strategy from paper to an embedded working practice across my organisation?

Governance

Where should the responsibility for Supporter Experience lie within my organisation and what governance approaches are available to me?

PROJECT MANAGEMENT

I parachute into a small number of charities each year for whom internal Supporter Experience project management resource is a challenge. With this hat on I’ll help you bridge the gap, bring the experience of having been there before and chase key projects across the line.

Journeys

Reviewing and developing impactful supporter journeys, from smaller product automations to larger customer life-cycle management approaches.

Feedback

Embedding new supporter feedback mechanisms, from high-volume customer satisfaction surveys in real time and socialising the results of survey projects to larger ‘Voice of the Customer’ reports, pulling multiple insight sources together into cross-organisational data stories.

Re-thinking thanking

Reviewing existing approaches to thanking and working with your teams to plan and operationalise a new approach.

And more

If you’re looking for project management support in the Supporter Experience space in a way which isn’t covered here, get in touch. If I’m not the right person for the job, I may know someone who is.

  • "Thanks again for your report. I know it was a short turn around, but it was well-considered and a thoughtful opening to our discussions about how we might measure SX in future."

    Ruth Doyle, Director of Supporter Experience, WWF-UK

  • “Was so impressed with his expertise, and brilliant approach to tackling a complex task when needing to get up to speed quickly. Can’t wait to work with you again!”

    Lou Barton, Principle Consultant for Experience and Engagement, Manifesto

  • “Ben brings a valuable combination of analytical rigour, creativity, strong organisation, and excellent interpersonal skills. He works confidently with a wide range of stakeholders and doesn't just develop strategy, he delivers it too!”

    Alex Jones, Director of Fundraising & Engagement, Christians Against Poverty UK

Get in touch

I aim to respond to all queries within 2-3 working days, so expect to see me in your inbox very soon. Thank you.