Head of Business Innovation and Customer Experience - Newcastle upon Tyne, United Kingdom - NHS Business Services Authority

NHS Business Services Authority
NHS Business Services Authority
Verified Company
Newcastle upon Tyne, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Want to make a difference through driving and leading our Customer Experience and Business Innovation function across the NHS Business Services Authority, then we would really like to hear from you.

At the NHSBSA you'll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.

You'll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - "To be a catalyst for better health".


This role is pivotal to one of our key Strategic priorities, to continue to focus on improving our customer experience, ensuring we deliver on our Customer Strategy & Charter commitments and deliver value to all we serve.


Working with colleagues, with customers, patients, citizens and partners in mind you'll have the opportunity to lead and work on innovative approaches and projects across the NHS BSA and make a real impact to people's lives.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Hybrid working model (we are currently working largely remotely)
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • NHS Car lease scheme
  • Access to a wide range of benefits and high street discounts
  • Continue to embed our CX Strategy, Charter and Innovation across the NHSBSA with colleagues
  • Actively seek out new data/touch points to give the strongest possible picture of customer experience and satisfaction
  • Use analysis to identify and drive improvements in customer experience
  • Improve customer experience by reviewing processes or initiatives with colleagues
  • Act as a key stakeholder ensuring CX and Innovation is integral in all we do
  • Lead a crossfunctional community of Customer Experience & Business Innovation Colleagues and Champions to continue to drive cultural change and improved end to end customer experience across the NHSBSA


At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services.

Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.


Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic.

We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We are the NHS delivering for the NHS.

The Head of Business Innovation & Customer Experience is a key member of the Directorate Leadership Team. They will have responsibility for

leading, overseeing and driving the delivery of NHSBSA Business Innovation Lab, the Customer Experience Strategy and framework as well as supporting both internal and external programmes of work.

Benefits identification and performance reporting these activities to the Board and
Leadership Team on is also a key part of the role. The Head of Business Innovation and Customer Experience will role model and actively
participate in achieving the NHSBSA purpose and goals through the development of an organisational and directorate culture that is open and
empowers innovation and champions on-going service development and performance improvement.

Working for the Executive Director of Strategy, Performance, Business Development & Growth, the post holder is responsible for leading and
delivering a number of activities across the NHSBSA.

Ensuring that NHSBSA and wider stakeholders understand corporate priorities and activities associated with innovation, customer experience and programmes of work is critical, therefore the ability to communicate and engage across the wider system is critical.

This role will ensure that the NHSBSA remains alert to market innovation, client, commissioner and customer experience changes which in turn inform the business and strategy so that the NHSBSA remains competitive, identifies market change and positions the NHSBSA for future business successes.


The post holder will also need to develop relationships with partner organisations ensuring they are aligned with corporate goals and objectives.

They will need to lead and oversee cross NHSBSA innovation and customer experience activities in national and surrounding geographic regions in order to achieve aims and objectives set for the business.

They will also support and provide team expertise to ensure development of our strategic ambitions are commercially viable, customer driven, adds value to the wider health system and are delivered on time and within budget.

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