Head of Business Innovation and Customer Experience

6 months ago

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

Want to make a difference through driving and leading our Customer Experience and Business Innovation team and function across the NHS Business Services Authority, then we would really like to hear from you. This is an exciting opportunity for someone who has a proven track record of leading customer experience and business innovation initiatives to join our team.

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 - “We deliver business service excellence to the NHS to help people live longer, healthier lives”.

Working with colleagues, with customers, patients, citizens and partners you’ll have the opportunity to lead on innovative 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 Activities (Customer Charter, Voice of The Customer etc...) 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 cross-functional 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

Here at the NHS BSA, what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We are people connected to care.

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

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