Job summary
We're looking for a Business Innovation & Customer Experience (BICX) Delivery to join our team. You'll play a key role in implementing our Business Innovation and Due Diligence Strategies to develop a compelling internal and external customer experience. Reporting into the Business Innovation and Due Diligence Lead you'll build meaningful relationships with stakeholders, bringing people together across the NHSBSA to understand what's happening. You will analyse and identify new business and innovation opportunities, always with customers at the heart of what you do. You will get the opportunity to make a genuine impact and transform the way we deliver services to the NHS, the wider healthcare community, and their patients.
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)
. Flexi time
. 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!
Main duties of the job
What we offer
- Collaborate across the organisation to shape solutions that achieve our Business Innovation Strategy, analysing and exploring customer, business, and wider NHS problems and opportunities.
- Support the creation and embedding of a culture of innovation, with an awareness of the wider health and social care landscape and establishing critical working practises to enable innovation to happen.
- Analyse new business opportunities following a Risk Identification Due Diligence process working across the Organisation to analyse strategic opportunity alignment.
- Be an advocate for Business Innovation and Due Diligence across the NHSBSA.
- Engage and communicate the Business Innovation and Due Diligence strategy across the business building relationships acting in an agile and collaborative way.
This role would suit people who have:
- Experience of risk identification and mitigation in a project or operational setting.
- Excellent communication skills, with the ability to build meaningful relationships and influence partners at all levels across the business.
- Experience of working in an innovation function collaborating with teams to analyse and develop innovation ideas
- Proven experience of planning and delivering workshops for multiple workstreams or projects in a fast-paced environment with excellent facilitation skills.
- Great analytical skills with experience of interpreting complex data sets and business processes in an easily understood format.
About us
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 welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
1. Supporting the implementation of the NHSBSA compelling vision, strategy and strategic ambitions
2. Identifying and using a wide variety of data, insights and information to inform Business Innovation and Customer Experience working with colleagues across the NHSBSA and wider system. Using industry and market knowledge build up a comprehensive understanding of innovation and customer experience opportunities.
3. Working with NHSBSA MIT, Performance and Benefits teams ensures all innovation and change programmes have robust performance and benefits identified and clear milestones to support business proposals, change activities and business cases.
4. Having excellent presentation skills being able to communicate and engage with a wide range of Clients, Commissioners and Users in a manner and language that they understand.
5. Developing professional business relationships with internal and external stakeholders to enable the NHSBSA to better understand their needs and be able to deliver on stakeholder expectation, and, or expectation to be managed.
6. Actively demonstrate and bring to life NHSBSA, Vision, purpose and values.
7. Weighing up data from multiple sources, bringing in an expert for support where necessary. Supporting the development of strong and robust proposals for change activities and business cases. Presenting them with confidence and conviction to a wide range of stakeholder groups.
8. Supporting and oversees the definition of propositions, products, services and programme/project scope. This should include but not limited to a cost/benefit analysis, identification and benefits, identification of innovation and customer experience supported by option appraisal.
9. Supporting the planning and delivery of complex solutions, programmes/projects and implementation as directed. Ensure the correct and proportionate governance is in place and progress against plans are known and managed.
10. Coordinating and overseeing delivery direct and virtual teams ensuring oversight and support as directed. Works with Senior Business Innovation and Customer Experience colleagues and LT/Head of Services as appropriate. Ensures efficient allocation of resources and skills to deliver the change. Following approval seeks support from external agencies where resources are not available to the NHSBSA.
11. Monitoring and reporting on budget associated with work, controlling the expenditures within tolerance and monitoring the costs against project deliverables and forecasted benefits.
12. Managing and overseeing the successful transition of work to PMO, service teams and Ensure there is a clear handover plan in place including transfer of knowledge and appropriate skills or tools to continue to deliver are in place.
13. Maintaining a strategic and tactical focus. Develop an in-depth and robust understanding of our customers and the wider system. Proactively scanting the external environment, being alert to emerging innovation, system issues and trends and customer experience exemplars which might impact or benefit the NHSBSA and or wider system.
14. Demonstrate high performance look to deliver own and wider team goals. Be aware of and have insight of own development requirements and actively seek development opportunities.
Job description
Job responsibilities
1. Supporting the implementation of the NHSBSA compelling vision, strategy and strategic ambitions
2. Identifying and using a wide variety of data, insights and information to inform Business Innovation and Customer Experience working with colleagues across the NHSBSA and wider system. Using industry and market knowledge build up a comprehensive understanding of innovation and customer experience opportunities.
3. Working with NHSBSA MIT, Performance and Benefits teams ensures all innovation and change programmes have robust performance and benefits identified and clear milestones to support business proposals, change activities and business cases.
4. Having excellent presentation skills being able to communicate and engage with a wide range of Clients, Commissioners and Users in a manner and language that they understand.
5. Developing professional business relationships with internal and external stakeholders to enable the NHSBSA to better understand their needs and be able to deliver on stakeholder expectation, and, or expectation to be managed.
6. Actively demonstrate and bring to life NHSBSA, Vision, purpose and values.
7. Weighing up data from multiple sources, bringing in an expert for support where necessary. Supporting the development of strong and robust proposals for change activities and business cases. Presenting them with confidence and conviction to a wide range of stakeholder groups.
8. Supporting and oversees the definition of propositions, products, services and programme/project scope. This should include but not limited to a cost/benefit analysis, identification and benefits, identification of innovation and customer experience supported by option appraisal.
9. Supporting the planning and delivery of complex solutions, programmes/projects and implementation as directed. Ensure the correct and proportionate governance is in place and progress against plans are known and managed.
10. Coordinating and overseeing delivery direct and virtual teams ensuring oversight and support as directed. Works with Senior Business Innovation and Customer Experience colleagues and LT/Head of Services as appropriate. Ensures efficient allocation of resources and skills to deliver the change. Following approval seeks support from external agencies where resources are not available to the NHSBSA.
11. Monitoring and reporting on budget associated with work, controlling the expenditures within tolerance and monitoring the costs against project deliverables and forecasted benefits.
12. Managing and overseeing the successful transition of work to PMO, service teams and Ensure there is a clear handover plan in place including transfer of knowledge and appropriate skills or tools to continue to deliver are in place.
13. Maintaining a strategic and tactical focus. Develop an in-depth and robust understanding of our customers and the wider system. Proactively scanting the external environment, being alert to emerging innovation, system issues and trends and customer experience exemplars which might impact or benefit the NHSBSA and or wider system.
14. Demonstrate high performance look to deliver own and wider team goals. Be aware of and have insight of own development requirements and actively seek development opportunities.
Person Specification
Qualifications
Essential
- Degree or significant relevant experience
- PRINCE 2 or equivalent
- Customer Experience
- Lean/Agile and or six sigma
Desirable
- Post graduate level in relevant analytical discipline
Personal, Qualities, Knowledge and Skills
Essential
- Self-aware, appropriately confident, strong under pressure, resilient. Invites or welcomes feedback on their own or others views, encouraging robust debate.
- Excellent organisation of own and others time and activities, able to identify key issues and priorities.
- Own and meet client, Commissioner and user expectations.
- Willing to go the extra mile to meet business objectives and challenging client , commissioner and user timescales.
- Determined and tenacious, committed to seeing delivery through to completion. Positively influences, motivates and engages others to achieve the best outcome.
- Committed to equality and diversity.
- Ability to inspire and engage others.
- Ability to communicate and use a variety of media to convey messages
- s curious, seeks to understand innovation and customer experience to improve all we do
- Passionate and committed to making a positive difference to the organisation and wider NHS.
Experience
Essential
- Experience of identifying and developing ideas into action supported by specific proposals /case for change supported by relevant, robust analysis. Development of compelling business case , including performance and benefits metrics
- Demonstrable experience with proven track record in solution development and implementation on time, within budget
- Experience of transformational change management bringing about sustained service and performance improvement
- Evidence of delivery within the NHS and or delivery within other customer driven and innovative organisations
- Evidence of applying service improvement methodology to drive system transformation e.g. facilitation of workshops
Person Specification
Qualifications
Essential
- Degree or significant relevant experience
- PRINCE 2 or equivalent
- Customer Experience
- Lean/Agile and or six sigma
Desirable
- Post graduate level in relevant analytical discipline
Personal, Qualities, Knowledge and Skills
Essential
- Self-aware, appropriately confident, strong under pressure, resilient. Invites or welcomes feedback on their own or others views, encouraging robust debate.
- Excellent organisation of own and others time and activities, able to identify key issues and priorities.
- Own and meet client, Commissioner and user expectations.
- Willing to go the extra mile to meet business objectives and challenging client , commissioner and user timescales.
- Determined and tenacious, committed to seeing delivery through to completion. Positively influences, motivates and engages others to achieve the best outcome.
- Committed to equality and diversity.
- Ability to inspire and engage others.
- Ability to communicate and use a variety of media to convey messages
- s curious, seeks to understand innovation and customer experience to improve all we do
- Passionate and committed to making a positive difference to the organisation and wider NHS.
Experience
Essential
- Experience of identifying and developing ideas into action supported by specific proposals /case for change supported by relevant, robust analysis. Development of compelling business case , including performance and benefits metrics
- Demonstrable experience with proven track record in solution development and implementation on time, within budget
- Experience of transformational change management bringing about sustained service and performance improvement
- Evidence of delivery within the NHS and or delivery within other customer driven and innovative organisations
- Evidence of applying service improvement methodology to drive system transformation e.g. facilitation of workshops
Additional information
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).
