Salary Range: £45k – £50k
Key Activities
Lead the Impact & Innovation team, fostering a high-performance culture focused on continuous insight generation, impact assessment, and user research. Specifically:
- Develop a comprehensive Insight, Impact and Evaluation strategy to robustly demonstrate the difference our services make in the lives of people with hearing loss.
- Drive innovation and improvement by identifying emerging internal and external trends, conducting research, and proposing evidence-based improvements in service development.
- Lead user research initiatives, gathering qualitative and quantitative insights from people with hearing loss, volunteers, and partners to inform continuous improvement and to ensure meaningful inclusion of the voices of those we are here to serve, working with the Service Engagement Team to facilitate.
- Transform complex data insights into compelling narratives, visualisations, and case studies that suit the relevant audiences.
- Collaborate with Service Design colleagues to help develop proposals and business cases for innovation, ensuring alignment with strategic priorities.
- Collaborate with Fundraising Teams to build evidence-based cases for support for funders, evidencing our involvement of lived experience in the building of the business cases and evidencing the expected impact of the service.
- Build and maintain data systems in partnership with IT to support robust evidence capture, reporting, and user insight collection.
- Equip Service delivery ADs with the tools and skills to continuously gather insights and to measure impact through their teams, ensuring continuous delivery of both back into the Impact and Innovation team.
Key Resources
Service Design & Service Engagement Teams – Collaborative work on service evolution and co-creation through the provision of insight data and trend spotting.
Specialist Teams:
- Return of insight and impact data from Service Delivery and Health and Welfare teams.
- Support from Services Engagement Team in providing lived experience information and engagement and website engagement statistics.
- Support from People and Culture relating to L&D.
Technology & Data Systems – CRM and data platforms for tracking outcomes, insights, and user research.
Sector Experts
- Research teams and academic institutions for external expertise.
- External like organisations in the sector (charities and specialist bodies) for shared learning, trend and need spotting.
Service design and user research fields of practice and communities of practice.
Core Value
- This role ensures that everything we do is led by continuous insight and that the impact of our services is robustly and regularly measured to ensure we meet the need.
- It also acts as a Meercat, scanning the external and internal landscape to ensure our services are innovative and informed by best practice in addition to spotting external need and opportunity to improve.
- The team is critical to our ability to raise funds and will work closely with the fundraising teams to build evidenced based business cases for funders of existing and new services.
- The team will be responsible for providing the annual impact report in partnership with the marketing team.
Service Standards
- Impact data and user research are accurate, timely, and inform decision-making at all levels.
- Insights are clear, actionable, and regularly used to improve service effectiveness.
- New ideas are tested, refined, and implemented, ensuring measurable impact.
- Strong sector partnerships drive knowledge-sharing and influence.
- Data collection and analysis processes are ethical, robust, and compliant with data protection regulations.
Key Customers
- Executive Leadership & Trustees – Require clear reporting for governance and strategic decisions.
- Service Design & Delivery Teams – Use impact and user insights to refine services and measure effectiveness.
- Fundraising & Partnerships – Need compelling impact data to secure funding and engagement.
- Marketing & Communications – Translate impact and user research into compelling narratives for external audiences.
- Customers & Volunteers – Ensure lived experience and user research inform decision-making and service improvements.
People and Partners
- Services directorate colleagues.
- Fundraising directorate colleagues.
- Marketing and Communications directorate.
- Hearing loss sector experts (charities and other bodies).
- IT team.
- Research / academic associates.
Engagement channels
- Direct Communication: Email, phone, videocall and face-to-face meetings with clients and partners.
- Digital Platforms: Online portals for client support and progress tracking.
- Community Events: Regular events to engage with service users and partners.
Knowledge, Skills, Strengths and Behaviours
- Insight & Impact Expertise –– Proven expertise in defining, measuring, and reporting impact within a comparable-sized charity, ensuring alignment with strategic objectives.
- User Research & Data Storytelling – Skilled in qualitative and quantitative research, translating insights into compelling reports and narratives.
- Innovation & Strategic Thinking – Ability to identify trends, drive service innovation, and embed evidence-led decision-making.
- Leadership & Stakeholder Engagement – Experienced in developing teams, influencing senior stakeholders, and fostering sector partnerships.
- Project & Change Management – Capable of balancing hands-on delivery with coaching, ensuring impactful service improvements.
- Adaptability & Problem-Solving – Thrives in dynamic environments, continuously refining approaches based on insights and feedback.
Key Deliverables
- Robust Impact Measurement Framework – Aligning data insights with strategic goals.
- Dashboards & Visual Impact Reports – Providing clear, actionable impact and user research insights for stakeholders.
- User Research Findings & Reports – Delivering qualitative and quantitative insights to improve service effectiveness.
- Innovation & Market Research Reports – Highlighting emerging trends, risks, and opportunities.
- Business Cases for Service Improvements – Evidence-led recommendations for strategic development.
- Pilot & Innovation Outcomes – Ensuring new ideas are rigorously tested and refined before scaling.
- Impact-Driven Narratives – Engaging donor and stakeholder communications through data storytelling.
- Sector Influence & Thought Leadership – Strengthening partnerships with research institutions and policymakers.