Head of Business Innovation and Customer Experience

5 months ago

Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

The Head of Business Innovation & Customer Experience is a key member of the Directorate Leadership Team. They will have responsibility forleading, 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 andLeadership Team on is also a key part of the role. The Head of Business Innovation and Customer Experience will role model and activelyparticipate in achieving the NHSBSA purpose and goals through the development of an organisational and directorate culture that is open andempowers 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 anddelivering 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. In this role, you are accountable for: 1. Ensuring the Business Innovation and Customer Experience of the organisation is managed and reported on in order to achieve its vision and contribute to the development of the organisations strategic and annual business plans.

2. Acting as a senior manager of the directorate and wider business, work within the corporate governance framework and demonstrate the values and capabilities of the organisation and ensuring that the NHSBSA meets its statutory and legislative obligations. 3. As a senior member of the directorate and wider business play an active and collaborative role in the effective management and achievement of the goals of the NHS Business Services Authority, recognising the significant impact that the NHSBSAs activities has on many people and services within the NHS.

4. Developing and implementing appropriate strategies and methodologies to actively manage the reputation of NHSBSA with all key stakeholders. 5. Act up for the Executive Director of Strategy, Performance, Business Development & Growth as required.

6. Working as part of the Directorate Senior Management Team, particularly in terms of accountability for delivery of the NHSBSA Business Innovation and Customer Experience strategy and deliverables. 7. Working collaboratively with business leaders and their teams to identify and analyse strategic initiatives, develop actionable strategic plans, and drive execution against plans.

8. Proactively build effective working relationships across the NHSBSA and with key stakeholders and other key players in the wider system in order to promote best practice, develop business relationships and input into strategic initiatives. 9. Building an internal and strong external image for the NHSBSA and take opportunities to enhance the profile and promote the reputation of the NHSBSA and its services.

10. Building professional and industry national and global networks. 11. Working with the Executive Director and wider Leadership team ensure we understand, develop and maximise all strategic partnerships 12.

Leading the development of a NHSBSA Business Innovation Lab, identifying resources, ensuring business strategy and customerexperience is informed and supported with innovative solutions supporting strategy identification and implementation 13. Managing and evaluate portfolio data and innovation pipeline to assist with strategic and tactical decision-making go/no go on business opportunities 14. Researching, identify, analyse new areas of innovation appropriate to NHSBSA. Contribute and influence strategic direction for senior leadership using informal and formal communication.

15. Leading, directing and managing innovation team and activities across the NHSBSA to include cross functional programmes and projects of various size, complexity and concurrently, developing a high performance and

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