Job summary
We've secured charity funding to transform the way patients connect with our Trust--and you could be at the heart of making it happen. This ambitious programme will improve how patients find information on our website, make it easier to manage appointments and reduce phone calls.
In this post, you'll explore the role emerging technology, like a generative AI chatbot, could play in helping our patients find information faster. You will lead a project to develop, pilot, monitor and evaluate an MVP chatbot on our website.
You will also be expected to lead on other product development and improvements for our range of digital comms products, and provide project management support.
You will be an Agile expert, who loves collaborating, has strong communications skills and has experience in data mapping and analysis. You will provide direct support to our digital communications manager who is leading the workstream.
The role is part of the digital communications team which is co-led by Digital Communications Manager and Digital Product Manager.
Main duties of the job
Key responsibilities include:
- Overseeing the creation and management of Epics, features, user stories on an Agile board. Highlight any blockers or risks.
- Working collaboratively with the Digital Communications Team and a range of other teams and services from across our Trust to design AI Chatbot conversations which understand the needs of our patients, families and carers and reflect our Trust values.
- Conducting rigorous data mapping and analysis to help continually iterate the conversation and interaction flows, working closely with Chatbot supplier
- Assist in the testing, validation and development of the chatbot knowledge base.
- Making recommendations based on data and insight to the programme team and other stakeholders including services and clinicians
About us
At Guy's and St Thomas' NHS Foundation Trust we are proud to be one of the UK's leading healthcare, research and innovation organisations.
The communications team:
We provide a comprehensive communications service to the Trust, including internal and external communications, media handling, social media, digital communications, corporate publications and written patient information.
Our award-winning team is committed to providing the best possible information to the wide range of audiences we serve our patients and the public; our staff; the media; members and governors; and our many partner organisations, supporters and collaborators. We do this through a wide range of communication channels, events and campaigns, working closely with staff and patients across the Trust.
Our press office is one of the busiest in the NHS as our services and staff are often in the news. And we are proud to have one of the most engaged workforces in the NHS and of the contribution our internal communications make to this. We handle around 1,000 media enquiries a year; maintain over 3,400 web pages; and produce around 480 bespoke patient leaflets.
Our team is led by a Director of Communications, and we have a number of specialist communications staff. Members of the team work closely together, and we are always looking to learn and improve the way we do things so there is plenty of opportunity to develop new skills.
Job description
Job responsibilities
Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.
Main Duties and Responsibilities
- Use robust problem-solving skills to find and understand root causes of problems and negotiation skills to identify and progress opportunities for delivery.
- To work with others to understand and track interdependencies between different initiatives and different parts of the organisation and the programme.
- Provide support to the Digital Communications Manager and the workstream in the evaluation, design and implementation of project and programme work.
- To track and evaluate changes, measuring impact and progress against agreed and robust metrics. This will involve working with an external evaluator who is looking to assess the impact of the chatbot on health equity
- To embed a consistent approach to benefits realisation across the team, supporting the communication of those benefits and sharing best practices amongst the team.
- Produce high quality and visually impactful presentations and documents for a wide range of audiences. This will include project reports, communications, business cases, bids for funding and require the explanation of technical and complex issues along with data analysis and presentation. Make recommendations and present findings to different levels throughout the Trust including the programme board, service teams, external partners and other stakeholders.
- Produce high quality written and data analysis for inclusion in programme reports and presentations.
- Undertake research, project scoping and investigations for the digital communications team and workstream and prepare briefing papers on a range of topics. Communicate the outcome of such findings and associated actions to directors/staff
- To meet predefined objectives through autonomous working and the demonstration of a leadership style that is consistent with the Trust values.
- To work with the Digital Communications team to collect, analyse, synthesise and report on data and to use this to inform the identification, prioritisation and delivery of initiatives.
- To use a coaching approach with teams to progress and manage delivery projects. This will include supporting with project planning and coaching the leads on facilitation of working groups.
- Support to build capability in a range of expertise (for example, in improvement and programme management skills) with a variety of stakeholders, including development and maintenance of associated training documentation
- Will use judgement to decide whether to recommend or commission work/tasks then ensure it is delivered in time and to quality and take remedial action diplomatically and assertively where necessary.
- Use persuasion and influence to negotiate outcomes and deadlines so that projects are completed to high standards and on time.
- Use independent discretion as to when to involve senior managers, including the communications team and the programme.
- Work sensitively and professionally with the highly sensitive and confidential patient data and Trust information to which they will be privy
- Keep abreast of developments within the NHS & social care and highlight appropriate issues especially legal developments involving the use of AI
- Undertake any other duties which may become necessary for the efficient running of the digital communications team and communications team
- Working with other delivery managers, programme managers to undertake any other duties which may become necessary for the efficient running of the workstream and programme.
Stakeholder Management
- Represent the Digital Communications Manager and workstream professionally to staff and stakeholders across the Trust.
- Build and maintain positive working relationships within and outside the Trust to support the effective functioning of the workstream and the digital communications team..
- To work with the Digital communications manager to identify, engage and work with all relevant stakeholders to inform the workstream plans and approaches.Support communication between the programme leadership team and internal and external stakeholders as required.
- To support the delivery of workshops, stakeholder events and project meetings with a wide range of stakeholders.
- To manage, motivate, persuade and influence multiple stakeholders and partners to ensure a shared purpose and that responsibilities are clear, agreed and followed up in a timely manner.
- To proactively manage stakeholders and relationships with partners, maintaining the integrity of any contracts
Technical Aspects
- Support the Digital communications manager in briefing the supplier design and development of relevant decision trees, rule-based semantics, and Large Language Models (LLMs) working with a range of primary and secondary data sources
- Support the Digital communications team to scope, test and evaluate the cross-platform integration of the AI Chatbot including but not limited to Drupal and/or other headless CMS
- Support the design, development and management of high-level reports and scorecards using SQL,Tableau or similar
- Use credible evidence from a variety of primary and secondary data sources to support data and behaviour driven development for the AI Chatbot.
- Use data and analysis to present evidence and recommendations to a number of audiences including the workstream, programme, service leads and other stakeholders. Use data-driven presentations to challenge existing work practices for varying audiences.
- Support clinical teams to develop delivery methods via mentoring, shadowing, peer-coaching and per review.
- Maintain and share an understanding of the use of AI and associated technologies in healthcare with focus on the legalities surrounding data, privacy, security, tools, processes and case studies.
Management of Resources
- Support the digital communications team in establishing and building teams and communities of practice to deliver change across the Trust in transformation and improvement programmes with an ethos of collaboration, knowledge sharing and learning.
- Provide direction, mentoring and support to frontline teams, ensuring that all staff have the necessary skills and experience.
- Identify key potential risks in the delivery of the projects, develop strategies to mitigate these risks and to escalate to the senior team as appropriate.
- Work collaboratively with teams to ensure that improvements and process redesigns for standardising contact information on the website are culturally sensitive, equitable and responsive to diversity of needs
This is a generic job description. Additional specific responsibilities and requirements depending on specialty will be confirmed during the appointment and induction processes. The duties and responsibilities listed below are representative of the role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative or managerial duties and responsibilities commensurate with the level of the post.
Job description
Job responsibilities
Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.
Main Duties and Responsibilities
- Use robust problem-solving skills to find and understand root causes of problems and negotiation skills to identify and progress opportunities for delivery.
- To work with others to understand and track interdependencies between different initiatives and different parts of the organisation and the programme.
- Provide support to the Digital Communications Manager and the workstream in the evaluation, design and implementation of project and programme work.
- To track and evaluate changes, measuring impact and progress against agreed and robust metrics. This will involve working with an external evaluator who is looking to assess the impact of the chatbot on health equity
- To embed a consistent approach to benefits realisation across the team, supporting the communication of those benefits and sharing best practices amongst the team.
- Produce high quality and visually impactful presentations and documents for a wide range of audiences. This will include project reports, communications, business cases, bids for funding and require the explanation of technical and complex issues along with data analysis and presentation. Make recommendations and present findings to different levels throughout the Trust including the programme board, service teams, external partners and other stakeholders.
- Produce high quality written and data analysis for inclusion in programme reports and presentations.
- Undertake research, project scoping and investigations for the digital communications team and workstream and prepare briefing papers on a range of topics. Communicate the outcome of such findings and associated actions to directors/staff
- To meet predefined objectives through autonomous working and the demonstration of a leadership style that is consistent with the Trust values.
- To work with the Digital Communications team to collect, analyse, synthesise and report on data and to use this to inform the identification, prioritisation and delivery of initiatives.
- To use a coaching approach with teams to progress and manage delivery projects. This will include supporting with project planning and coaching the leads on facilitation of working groups.
- Support to build capability in a range of expertise (for example, in improvement and programme management skills) with a variety of stakeholders, including development and maintenance of associated training documentation
- Will use judgement to decide whether to recommend or commission work/tasks then ensure it is delivered in time and to quality and take remedial action diplomatically and assertively where necessary.
- Use persuasion and influence to negotiate outcomes and deadlines so that projects are completed to high standards and on time.
- Use independent discretion as to when to involve senior managers, including the communications team and the programme.
- Work sensitively and professionally with the highly sensitive and confidential patient data and Trust information to which they will be privy
- Keep abreast of developments within the NHS & social care and highlight appropriate issues especially legal developments involving the use of AI
- Undertake any other duties which may become necessary for the efficient running of the digital communications team and communications team
- Working with other delivery managers, programme managers to undertake any other duties which may become necessary for the efficient running of the workstream and programme.
Stakeholder Management
- Represent the Digital Communications Manager and workstream professionally to staff and stakeholders across the Trust.
- Build and maintain positive working relationships within and outside the Trust to support the effective functioning of the workstream and the digital communications team..
- To work with the Digital communications manager to identify, engage and work with all relevant stakeholders to inform the workstream plans and approaches.Support communication between the programme leadership team and internal and external stakeholders as required.
- To support the delivery of workshops, stakeholder events and project meetings with a wide range of stakeholders.
- To manage, motivate, persuade and influence multiple stakeholders and partners to ensure a shared purpose and that responsibilities are clear, agreed and followed up in a timely manner.
- To proactively manage stakeholders and relationships with partners, maintaining the integrity of any contracts
Technical Aspects
- Support the Digital communications manager in briefing the supplier design and development of relevant decision trees, rule-based semantics, and Large Language Models (LLMs) working with a range of primary and secondary data sources
- Support the Digital communications team to scope, test and evaluate the cross-platform integration of the AI Chatbot including but not limited to Drupal and/or other headless CMS
- Support the design, development and management of high-level reports and scorecards using SQL,Tableau or similar
- Use credible evidence from a variety of primary and secondary data sources to support data and behaviour driven development for the AI Chatbot.
- Use data and analysis to present evidence and recommendations to a number of audiences including the workstream, programme, service leads and other stakeholders. Use data-driven presentations to challenge existing work practices for varying audiences.
- Support clinical teams to develop delivery methods via mentoring, shadowing, peer-coaching and per review.
- Maintain and share an understanding of the use of AI and associated technologies in healthcare with focus on the legalities surrounding data, privacy, security, tools, processes and case studies.
Management of Resources
- Support the digital communications team in establishing and building teams and communities of practice to deliver change across the Trust in transformation and improvement programmes with an ethos of collaboration, knowledge sharing and learning.
- Provide direction, mentoring and support to frontline teams, ensuring that all staff have the necessary skills and experience.
- Identify key potential risks in the delivery of the projects, develop strategies to mitigate these risks and to escalate to the senior team as appropriate.
- Work collaboratively with teams to ensure that improvements and process redesigns for standardising contact information on the website are culturally sensitive, equitable and responsive to diversity of needs
This is a generic job description. Additional specific responsibilities and requirements depending on specialty will be confirmed during the appointment and induction processes. The duties and responsibilities listed below are representative of the role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative or managerial duties and responsibilities commensurate with the level of the post.
Person Specification
Qualifications
Essential
- Degree level education or equivalent knowledge or equivalent relevant training/experience
- Project Management qualification, such as Certified Scrum Master (CSM) or equivalent.
- Significant/ extensive management experience or equivalent relevant training/experience
Experience
Essential
- Proven experience of providing improvement and programme management advice to a range of professionals and in various environments, with a particular focus on digital transformation
- Experience of developing, monitoring and managing budgets Evidence of successful delivery of financial and quality benefits within agreed timescales
- Experience of building capability with a variety of stakeholders, including development and maintenance of training materials
- Experience of working in an autonomous way, working to define objectives within given parameters
- Experience of working with and influencing multiple stakeholders and securing their engagement in change
- Evidence of the ability to persuade teams to take on new ways of working and to consistently challenge the status quo
Desirable
- Knowledge and understanding of the changing NHS environment, strategy, and policy agendas.
Knowledge, skills & ability
Essential
- Advanced analytical and judgement skills including understanding and application of complex statistical and numerical data.
- Ability to develop and maintain effective working relationships with colleagues of all levels of the organisation
- Ability to prioritise and make decisions, following clear procedures and using initiative to develop new working approaches
- Understanding confidentiality issues when handling client data, alongside the implications of the Data Protection Act
- Confidently facilitate meetings and workshops, generating enthusiasm, collaboration and support from participants.
- Ability to set out conclusions and recommendations clearly and concisely in a range of styles to reflect the needs of the audience. Ability to present effectively to large groups including senior staff and external professional bodies.
- Advanced communication skills both written (complex report writing) and spoken, including expert facilitation skills.
- Highly proficient in the use of Microsoft products including Word, Excel, Visio and PowerPoint.
Desirable
- Ability with using web content management systems such as Drupal or similar
Person Specification
Qualifications
Essential
- Degree level education or equivalent knowledge or equivalent relevant training/experience
- Project Management qualification, such as Certified Scrum Master (CSM) or equivalent.
- Significant/ extensive management experience or equivalent relevant training/experience
Experience
Essential
- Proven experience of providing improvement and programme management advice to a range of professionals and in various environments, with a particular focus on digital transformation
- Experience of developing, monitoring and managing budgets Evidence of successful delivery of financial and quality benefits within agreed timescales
- Experience of building capability with a variety of stakeholders, including development and maintenance of training materials
- Experience of working in an autonomous way, working to define objectives within given parameters
- Experience of working with and influencing multiple stakeholders and securing their engagement in change
- Evidence of the ability to persuade teams to take on new ways of working and to consistently challenge the status quo
Desirable
- Knowledge and understanding of the changing NHS environment, strategy, and policy agendas.
Knowledge, skills & ability
Essential
- Advanced analytical and judgement skills including understanding and application of complex statistical and numerical data.
- Ability to develop and maintain effective working relationships with colleagues of all levels of the organisation
- Ability to prioritise and make decisions, following clear procedures and using initiative to develop new working approaches
- Understanding confidentiality issues when handling client data, alongside the implications of the Data Protection Act
- Confidently facilitate meetings and workshops, generating enthusiasm, collaboration and support from participants.
- Ability to set out conclusions and recommendations clearly and concisely in a range of styles to reflect the needs of the audience. Ability to present effectively to large groups including senior staff and external professional bodies.
- Advanced communication skills both written (complex report writing) and spoken, including expert facilitation skills.
- Highly proficient in the use of Microsoft products including Word, Excel, Visio and PowerPoint.
Desirable
- Ability with using web content management systems such as Drupal or similar
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
