Customer Insight Lead
3 weeks ago
**In this role, you are accountable for**: Specialist skills Understanding the NHSBSAs need for Customer Insight (CI) and how it can be used to make decisions and improve services. Developing Customer Insight solutions which are effective to support the NHSBSAs customer and data centricity ambitions and are strategically aligned with the NHSBSA Strategic Ambitions and Customer Experience Strategy. Collaborate with internal stakeholders to identify the insights needed in order to guide strategic and operational planning and evaluation. Design and deliver appropriate Customer Insight programmes and outputs that provide accurate and robust evidence, using either primary and/or secondary research approaches.
Investigate research and development to support future business needs. Develop an understanding of emerging technologies and business opportunities Relationship Management Developing effective relationships within the NHSBSA promoting the value and benefits of the Customer Insight Team. Championing and educating colleagues about Customer Insight across the NHSBSA. Liaising with directorates, teams, and key stakeholders to ensure they have the right levels of Customer Insight to do their jobs.
Communicating complex Customer Insight information effectively across a wide range of people and levels of understanding, including both technical and non-technical audiences. Deputising for the Customer Insight & Research Manager as required. Staff Training and developing of the Customer Insight team, implementing, evaluating, and reporting on the impact and success of the training plans. Enabling the performance of others, including collaboratively working with Team Managers and Professional Leads to develop objectives fully aligned to departmental and organisational objectives and goals and the changing needs of the business, and the development and motivation of staff to achieve them.
Contribute to recruitment and selection in line with NHSBSA processes and participate in the implementation and delivery of initiatives to secure suitable resources and increase skills levels to meet the changing needs of the business landscape. Responsible for the effective line management of the Customer Insight Team including ORO reviews, absence management, disciplinary and grievance processes, performance monitoring and Personal Development Plan creation and execution. Responsible for managing the workload in the Customer Insight Team, planning work of team members and own workload to achieve agreed objectives and tasks to a high quality and within agreed timelines. Prioritising multiple and sometimes conflicting deliverables, escalating as appropriate, any issues which may impact deadlines.
Leading, participating and contributing to quality assurance reviews of the team and your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate Communities of Practice. Proactively engaging in conversations to support the on-going development and maintenance of the team and your own skills and knowledge, including attending relevant Communities of Practice.
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