The Ramblers
Edinburgh, Midlothian
Volunteer Experience Manager Team: People and Culture Location: Hybrid (split between home-working and either London, Cardiff or Edinburgh) This role sits within a pay grade with a pay range of £43,495 to £65,242. The salary on appointment will be set at the lower end of the pay range, to a maximum of £47,845 depending on the candidate's skills and experience. If you are on the same grade then the salary will be as reflected in our pay policy. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role. The Volunteer Experience Project aims to create a volunteering journey that is inclusive, engaging, and impactful, one where every volunteer feels welcomed, valued, and supported. A key focus is ensuring our volunteer community better reflects the diversity of the communities we seek to serve. Our ambition is to grow our volunteer community by 10,000 people over the lifetime of our ten-year strategy, with a particular focus on engaging underrepresented groups: People living in communities ranked 1-5 on the Indices of Multiple Deprivation (the 50% most deprived communities) People from Global Majority backgrounds Women in leadership roles Volunteers with a sensory or physical disability The project is already underway, and this role will bring the drive, expertise, creativity, and insight needed to help make it a success. Context and purpose of role The Volunteer Experience Manager is responsible for overseeing and enhancing the volunteer program within the Ramblers. This role involves recruiting, training, managing, and retaining volunteers, ensuring they have a meaningful and impactful experience. The Volunteer Experience Manager works closely with various departments to align volunteer efforts with the organisation's mission and goals. The role will report directly to the Head of People Experience. Key responsibilities Volunteer Recruitment and Onboarding Develop and implement strategies to attract and recruit a diverse pool of volunteers. Design and deliver comprehensive orientation programs to introduce new volunteers to the organisation and their responsibilities. Training and Development Create and facilitate ongoing training programs to enhance volunteer skills and knowledge. Provide resources and support to ensure volunteers are equipped to perform their roles effectively. Organize workshops, seminars, and training sessions to foster continuous learning. Volunteer Management and Coordination Ensure accurate records of volunteer hours, roles, and performance are maintained. Develop and implement policies and procedures for volunteer management. Volunteer Retention and Engagement Design and execute recognition programs to acknowledge and celebrate volunteer contributions. Organise events and activities to keep volunteers engaged and motivated. Regularly communicate with volunteers to provide updates, gather feedback, and address concerns. Program Evaluation and Improvement Monitor and evaluate the effectiveness of the volunteer program. Conduct surveys and assessments to gather feedback from volunteers and identify areas for improvement. Implement changes and enhancements based on feedback and best practices. Collaboration and Partnership Building Work closely with teams to identify volunteer needs and opportunities. Build and maintain relationships with external partners and community organisations to expand volunteer resources. Technology and Data Management Utilise technology track and manage volunteer information. Maintain up-to-date records and generate reports on volunteer activities and program outcomes. Leverage communication tools and platforms to effectively engage with volunteers. Impact: The Volunteer Experience Manager plays a critical role in enhancing the effectiveness and impact of the volunteer program. By creating a positive and structured environment for volunteers, they contribute significantly to the organisation's success, the personal growth of volunteers, and the broader community. Leading to increased volunteer retention, optimised resource utilisation, and a stronger, more engaged community. Other Undertake such other duties as may be reasonably required of the post Engage and proactively develop excellent working relationships across the organisation. The person Qualification Relevant volunteer management qualification or comparable experience Knowledge, Skills and Experience Knowledge This section specifies the theoretical understanding or specific expertise needed for the role: Knowledge of the value volunteers add, and the impact they bring to organisations. Expert and up-to-date knowledge of the law relating to volunteering and volunteering best practice principles, and procedures, particularly around recruitment and retention. Demonstrable knowledge and experience of implementing best practice solutions to drive a volunteering involving ethos and culture. Skills This section details the specific abilities and competencies required to perform the job Effectively: Strategic Thinking: Ability to develop and implement strategic initiatives Communication Skills: Excellent verbal and written communication skills Interpersonal Skills: Strong relationship-building and influencing skills Analytical Skills: Ability to analyse data and use insights to drive decision-making Problem-Solving Skills: Proactive approach to identifying and resolving issues Experience This section specifies the practical, hands-on experience required for the role: Experience of ensuring Volunteer and Volunteer Role Manager journeys are accessible and encourage diversity, equity and inclusion. Personal Attributes Active Listener: Listens attentively to others and values their input Collaborative: Values and leverages diverse perspectives and skills within the team Adaptable: Able to adjust to new situations and challenges with ease Problem Solver: Proactively identifies issues and works towards effective solutions Analytical Thinker: Analyses information thoroughly and makes sound decisions. Detail-Oriented: Pays attention to detail, ensuring accuracy and thoroughness in work Mentoring: Willing to mentor and support the development of team members Innovative: Embraces new ideas and technologies to improve processes Ethical: Upholds ethical standards and integrity in all actions Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.
Volunteer Experience Manager Team: People and Culture Location: Hybrid (split between home-working and either London, Cardiff or Edinburgh) This role sits within a pay grade with a pay range of £43,495 to £65,242. The salary on appointment will be set at the lower end of the pay range, to a maximum of £47,845 depending on the candidate's skills and experience. If you are on the same grade then the salary will be as reflected in our pay policy. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role. The Volunteer Experience Project aims to create a volunteering journey that is inclusive, engaging, and impactful, one where every volunteer feels welcomed, valued, and supported. A key focus is ensuring our volunteer community better reflects the diversity of the communities we seek to serve. Our ambition is to grow our volunteer community by 10,000 people over the lifetime of our ten-year strategy, with a particular focus on engaging underrepresented groups: People living in communities ranked 1-5 on the Indices of Multiple Deprivation (the 50% most deprived communities) People from Global Majority backgrounds Women in leadership roles Volunteers with a sensory or physical disability The project is already underway, and this role will bring the drive, expertise, creativity, and insight needed to help make it a success. Context and purpose of role The Volunteer Experience Manager is responsible for overseeing and enhancing the volunteer program within the Ramblers. This role involves recruiting, training, managing, and retaining volunteers, ensuring they have a meaningful and impactful experience. The Volunteer Experience Manager works closely with various departments to align volunteer efforts with the organisation's mission and goals. The role will report directly to the Head of People Experience. Key responsibilities Volunteer Recruitment and Onboarding Develop and implement strategies to attract and recruit a diverse pool of volunteers. Design and deliver comprehensive orientation programs to introduce new volunteers to the organisation and their responsibilities. Training and Development Create and facilitate ongoing training programs to enhance volunteer skills and knowledge. Provide resources and support to ensure volunteers are equipped to perform their roles effectively. Organize workshops, seminars, and training sessions to foster continuous learning. Volunteer Management and Coordination Ensure accurate records of volunteer hours, roles, and performance are maintained. Develop and implement policies and procedures for volunteer management. Volunteer Retention and Engagement Design and execute recognition programs to acknowledge and celebrate volunteer contributions. Organise events and activities to keep volunteers engaged and motivated. Regularly communicate with volunteers to provide updates, gather feedback, and address concerns. Program Evaluation and Improvement Monitor and evaluate the effectiveness of the volunteer program. Conduct surveys and assessments to gather feedback from volunteers and identify areas for improvement. Implement changes and enhancements based on feedback and best practices. Collaboration and Partnership Building Work closely with teams to identify volunteer needs and opportunities. Build and maintain relationships with external partners and community organisations to expand volunteer resources. Technology and Data Management Utilise technology track and manage volunteer information. Maintain up-to-date records and generate reports on volunteer activities and program outcomes. Leverage communication tools and platforms to effectively engage with volunteers. Impact: The Volunteer Experience Manager plays a critical role in enhancing the effectiveness and impact of the volunteer program. By creating a positive and structured environment for volunteers, they contribute significantly to the organisation's success, the personal growth of volunteers, and the broader community. Leading to increased volunteer retention, optimised resource utilisation, and a stronger, more engaged community. Other Undertake such other duties as may be reasonably required of the post Engage and proactively develop excellent working relationships across the organisation. The person Qualification Relevant volunteer management qualification or comparable experience Knowledge, Skills and Experience Knowledge This section specifies the theoretical understanding or specific expertise needed for the role: Knowledge of the value volunteers add, and the impact they bring to organisations. Expert and up-to-date knowledge of the law relating to volunteering and volunteering best practice principles, and procedures, particularly around recruitment and retention. Demonstrable knowledge and experience of implementing best practice solutions to drive a volunteering involving ethos and culture. Skills This section details the specific abilities and competencies required to perform the job Effectively: Strategic Thinking: Ability to develop and implement strategic initiatives Communication Skills: Excellent verbal and written communication skills Interpersonal Skills: Strong relationship-building and influencing skills Analytical Skills: Ability to analyse data and use insights to drive decision-making Problem-Solving Skills: Proactive approach to identifying and resolving issues Experience This section specifies the practical, hands-on experience required for the role: Experience of ensuring Volunteer and Volunteer Role Manager journeys are accessible and encourage diversity, equity and inclusion. Personal Attributes Active Listener: Listens attentively to others and values their input Collaborative: Values and leverages diverse perspectives and skills within the team Adaptable: Able to adjust to new situations and challenges with ease Problem Solver: Proactively identifies issues and works towards effective solutions Analytical Thinker: Analyses information thoroughly and makes sound decisions. Detail-Oriented: Pays attention to detail, ensuring accuracy and thoroughness in work Mentoring: Willing to mentor and support the development of team members Innovative: Embraces new ideas and technologies to improve processes Ethical: Upholds ethical standards and integrity in all actions Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.
Moneycorp Bank Limited
City, London
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here. Your Next Challenge As the Group Head of Client Experience, you will lead the strategic development and operational delivery of our global Client Experience (CX) programme. You will own the frameworks, systems, and governance that ensure the voice of the client is embedded across the organisation, driving measurable commercial impact and continuous improvement. This role is responsible for the design and execution of CX strategy aligned to group objectives, including the development of insight-led processes that proactively prevent client issues and enhance satisfaction. You will lead the implementation of performance frameworks that measure CX investment, operational effectiveness, and return on experience across all client touchpoints. You will also be accountable for the governance of the CX programme at EXCO level, ensuring consistent reporting, action planning, and stakeholder engagement. This includes translating client feedback into actionable insights that inform product, service, and operational decisions, and establishing clear links between CX outcomes and business performance metrics such as retention, revenue growth, and profitability. The successful candidate will have deep expertise in client insight, experience design, and stakeholder influence. You will be familiar with CX measurement tools, journey mapping, CRM platforms (e.g., Microsoft D365), and data analytics. This is a unique opportunity to shape a high-impact CX programme within a fast-paced, agile organisation, and to champion a client-first culture across the group. Key Responsibilities Develop and implement a comprehensive client insights strategy aligned with company goals. Conduct client analytics to identify trends and behaviours that inform business strategies. Build and maintain analytics systems to monitor client behaviour and calculate lifetime value. Partner with data science teams to extract and analyse insights across systems. Develop predictive analytics to anticipate client needs and enable proactive service delivery. Utilise tools like Qualtrics and other technologies to capture and analyse feedback. Innovate in methods to assess and capture client feedback using emerging technologies. Experience Design & Journey Optimisation Lead end-to-end client journey mapping and apply service design principles to eliminate friction. Monitor the client journey to understand and enhance the client lifecycle. Champion service design principles to reimagine journeys and reduce failure demand. Design and implement scalable systems that improve first-contact resolution. Collaborate with cross-functional teams to ensure a seamless experience across all touchpoints. CX Governance & Strategic Leadership Define and track CX KPIs linked to revenue, retention, cost-to-serve, and lifetime value. Implement and monitor KPIs to measure effectiveness of insights initiatives. Build business cases for CX investment, demonstrating ROI and strategic value. Own CX commercial metrics including cost-to-serve, retention rate, and customer lifetime value. Benchmark CX performance against industry standards and best-in-class organisations. Culture & Capability Building Lead and manage the client insights team, providing guidance and development. Lead internal engagement programmes to embed client-centricity across departments. Owning 'Close-The-Loop' process to ensure satisfactory resolution of all client concerns. Lead CX Committee to review survey insights, identify themes of opportunity, implement action plans with cross-business stakeholders and measure impact to KPIs based on continuous improvement approach. Drive continuous improvement by staying informed on CX best practices and trends. Manage the budget for client insights initiatives and ensure efficient resource allocation. Lead cross-functional CX immersion programmes to connect employees with real customer stories. Person Specification Proven experience in a strategy, analytics, client insights or customer research role, with a track record of successfully navigating complex organisations Passion for delivering exceptional customer insights and a deep understanding of client needs and expectations Strong analytical skills and the ability to build and interpret client data and feedback systems Experience with client insights management tools, and analytics and reporting Experience in calculating and monitoring client lifetime value Innovative mindset with the ability to leverage new technologies and methodologies for capturing client feedback Data science skills or the ability to effectively partner with data science teams Meticulous attention to detail and a passion for continuous improvement. Innovative and creative thinker with a logical and methodical approach to problem-solving. Ability to manage multiple projects and priorities in a fast-paced, agile environment. Proficiency in Excel, Word, and PowerPoint for reporting, analysis, and stakeholder presentations. Familiarity with CX platforms (e.g., Qualtrics, CRM systems). Bachelor's degree in Business, Economics, Marketing, Data Science, or a related field (Master's degree preferred) Experience in financial services or other regulated industries is highly desirable. This position is full-time, permanent. The role is expected to be office-based in London as part of Group Marketing Team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.
Description Welcome to Moneycorp. We're delighted you're interested in being a part of Moneycorp. In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments' ecosystem. With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders. We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations. We're fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey. Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA. We're restless in our drive to surpass the expectations of our clients and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. Find out more about Moneycorp's offering, global footprint and capabilities here. Your Next Challenge As the Group Head of Client Experience, you will lead the strategic development and operational delivery of our global Client Experience (CX) programme. You will own the frameworks, systems, and governance that ensure the voice of the client is embedded across the organisation, driving measurable commercial impact and continuous improvement. This role is responsible for the design and execution of CX strategy aligned to group objectives, including the development of insight-led processes that proactively prevent client issues and enhance satisfaction. You will lead the implementation of performance frameworks that measure CX investment, operational effectiveness, and return on experience across all client touchpoints. You will also be accountable for the governance of the CX programme at EXCO level, ensuring consistent reporting, action planning, and stakeholder engagement. This includes translating client feedback into actionable insights that inform product, service, and operational decisions, and establishing clear links between CX outcomes and business performance metrics such as retention, revenue growth, and profitability. The successful candidate will have deep expertise in client insight, experience design, and stakeholder influence. You will be familiar with CX measurement tools, journey mapping, CRM platforms (e.g., Microsoft D365), and data analytics. This is a unique opportunity to shape a high-impact CX programme within a fast-paced, agile organisation, and to champion a client-first culture across the group. Key Responsibilities Develop and implement a comprehensive client insights strategy aligned with company goals. Conduct client analytics to identify trends and behaviours that inform business strategies. Build and maintain analytics systems to monitor client behaviour and calculate lifetime value. Partner with data science teams to extract and analyse insights across systems. Develop predictive analytics to anticipate client needs and enable proactive service delivery. Utilise tools like Qualtrics and other technologies to capture and analyse feedback. Innovate in methods to assess and capture client feedback using emerging technologies. Experience Design & Journey Optimisation Lead end-to-end client journey mapping and apply service design principles to eliminate friction. Monitor the client journey to understand and enhance the client lifecycle. Champion service design principles to reimagine journeys and reduce failure demand. Design and implement scalable systems that improve first-contact resolution. Collaborate with cross-functional teams to ensure a seamless experience across all touchpoints. CX Governance & Strategic Leadership Define and track CX KPIs linked to revenue, retention, cost-to-serve, and lifetime value. Implement and monitor KPIs to measure effectiveness of insights initiatives. Build business cases for CX investment, demonstrating ROI and strategic value. Own CX commercial metrics including cost-to-serve, retention rate, and customer lifetime value. Benchmark CX performance against industry standards and best-in-class organisations. Culture & Capability Building Lead and manage the client insights team, providing guidance and development. Lead internal engagement programmes to embed client-centricity across departments. Owning 'Close-The-Loop' process to ensure satisfactory resolution of all client concerns. Lead CX Committee to review survey insights, identify themes of opportunity, implement action plans with cross-business stakeholders and measure impact to KPIs based on continuous improvement approach. Drive continuous improvement by staying informed on CX best practices and trends. Manage the budget for client insights initiatives and ensure efficient resource allocation. Lead cross-functional CX immersion programmes to connect employees with real customer stories. Person Specification Proven experience in a strategy, analytics, client insights or customer research role, with a track record of successfully navigating complex organisations Passion for delivering exceptional customer insights and a deep understanding of client needs and expectations Strong analytical skills and the ability to build and interpret client data and feedback systems Experience with client insights management tools, and analytics and reporting Experience in calculating and monitoring client lifetime value Innovative mindset with the ability to leverage new technologies and methodologies for capturing client feedback Data science skills or the ability to effectively partner with data science teams Meticulous attention to detail and a passion for continuous improvement. Innovative and creative thinker with a logical and methodical approach to problem-solving. Ability to manage multiple projects and priorities in a fast-paced, agile environment. Proficiency in Excel, Word, and PowerPoint for reporting, analysis, and stakeholder presentations. Familiarity with CX platforms (e.g., Qualtrics, CRM systems). Bachelor's degree in Business, Economics, Marketing, Data Science, or a related field (Master's degree preferred) Experience in financial services or other regulated industries is highly desirable. This position is full-time, permanent. The role is expected to be office-based in London as part of Group Marketing Team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired. Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.
