NHS Business Services Authority

Head of Business Innovation and Customer Experience

Information:

This job is now closed

Job summary

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!

Main duties of the job

  • 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

About us

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 welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Details

Date posted

19 June 2024

Pay scheme

Agenda for change

Band

Band 8c

Salary

£70,417 to £81,138 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

914-BSA4658

Job locations

Stella House

Goldcrest Way, Newburn Riverside

Newcastle upon Tyne

NE15 8NY


Job description

Job responsibilities

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 delivery environment

16. As Head of Business Innovation drive and influence change and new processes across the NHSBSA and partners as appropriate

17. As Head of Customer Experience, drive and influence change and new processes across the NHSBSA and partners as appropriate

18. Leading and demonstrating a strong customer driven culture that is evidence-based approach to unlock new insights that drive and create customer and business value.

19. Leading the coordination and development of the customer strategy and plans in relation to NHSBSA Strategy and Performance that results in improved performance and customer expectation.

20. Designing and demonstrating solutions for customer innovation and experience ensuring all customer experience activities are evaluated and aligned

21. Ensuring all teams conduct innovation and customer experience insights to inform NHSBSA developments fulfil expectations

22. Leading all cross-functional activities ensuring they represent all internal customers and collaborate with leaders and colleagues on allocation of the right resources across projects and programmes of work.

23. Working with across the Directorate team and wider business act as a driving force behind critical strategic, organisational operational initiatives.

24. Leading in the development of the Strategy, Performance and Business Plan process and plans across the NHSBSA and if appropriate with key stakeholders, taking specific responsibility for Business Innovation & Customer Experience

25. As part of the Directorate SMT identify and develop opportunities for the directorate, across NHSBSA multiple business directorates. To include but not limited to the creation of new ways of working, development of a new business venture, such as a joint venture, equity alliance, acquisition, etc.

26. Ensuring all supporting NHSBSA innovation, programmes and customer experience strategies and plans have clear benefits and performance metrics and delivery of are reported to the Leadership Team and Board.

27. Ensuring all NHSBSA services and solutions are reported on considering Client, Commissioner and user expectations.

28. Providing leadership on NHSBSA strategy and performance and manage allocated business strategy/performance programmes and activities, ensuring that these are delivered on time and budget and meet the pre-agreed criteria/benefits for success.

29. Identifying opportunities through strategy and performance, for continuous improvement, operational economies and financial savings which can be re-directed to frontline NHS services.

30. Responsibility for line management including 121s. appraisals, training, sickness, holidays etc.

31. Responsibility effectively manage financial budgets in accordance with NHSBSAs policies, financial regulations and legislative requirements.

#LI-Hybrid

Job description

Job responsibilities

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 delivery environment

16. As Head of Business Innovation drive and influence change and new processes across the NHSBSA and partners as appropriate

17. As Head of Customer Experience, drive and influence change and new processes across the NHSBSA and partners as appropriate

18. Leading and demonstrating a strong customer driven culture that is evidence-based approach to unlock new insights that drive and create customer and business value.

19. Leading the coordination and development of the customer strategy and plans in relation to NHSBSA Strategy and Performance that results in improved performance and customer expectation.

20. Designing and demonstrating solutions for customer innovation and experience ensuring all customer experience activities are evaluated and aligned

21. Ensuring all teams conduct innovation and customer experience insights to inform NHSBSA developments fulfil expectations

22. Leading all cross-functional activities ensuring they represent all internal customers and collaborate with leaders and colleagues on allocation of the right resources across projects and programmes of work.

23. Working with across the Directorate team and wider business act as a driving force behind critical strategic, organisational operational initiatives.

24. Leading in the development of the Strategy, Performance and Business Plan process and plans across the NHSBSA and if appropriate with key stakeholders, taking specific responsibility for Business Innovation & Customer Experience

25. As part of the Directorate SMT identify and develop opportunities for the directorate, across NHSBSA multiple business directorates. To include but not limited to the creation of new ways of working, development of a new business venture, such as a joint venture, equity alliance, acquisition, etc.

26. Ensuring all supporting NHSBSA innovation, programmes and customer experience strategies and plans have clear benefits and performance metrics and delivery of are reported to the Leadership Team and Board.

27. Ensuring all NHSBSA services and solutions are reported on considering Client, Commissioner and user expectations.

28. Providing leadership on NHSBSA strategy and performance and manage allocated business strategy/performance programmes and activities, ensuring that these are delivered on time and budget and meet the pre-agreed criteria/benefits for success.

29. Identifying opportunities through strategy and performance, for continuous improvement, operational economies and financial savings which can be re-directed to frontline NHS services.

30. Responsibility for line management including 121s. appraisals, training, sickness, holidays etc.

31. Responsibility effectively manage financial budgets in accordance with NHSBSAs policies, financial regulations and legislative requirements.

#LI-Hybrid

Person Specification

Qualifications

Essential

  • Educated to degree level in a relevant field

Desirable

  • MBA or other advanced degree desirable

Personal Qualities, Knowledge and Skills

Essential

  • In-depth understanding of Business Innovation, CX and delivery of programmes of work
  • Proven ability to lead, motivate, inspire, engage and communicate well with people
  • Understanding of Business Innovation, CX and programme management in the wider system and environment
  • Substantive and significant experience of working at senior level in the NHS and or appropriate settings
  • Heightened political awareness and experience of operating at a senior level in a politically sensitive environment or organisation
  • Understanding of the key drivers of Business Innovation, Customer Experience and delivery of programmes of work, to include ROI, financial and customer performance
  • Commercially and politically astute and able to analyse business data to gain insight and drive business performance
  • Entrepreneurial spirit and instincts. Highly self-motivated; able to operate autonomously
  • Desire to stay on the leading edge of Business Innovation, Customer Experience and of programmes of work
  • Strong business and strategic acumen with robust analytical and problem structuring / solving skills
  • Demonstrated ability to develop and maintain professional and personal relationships with colleague's key business partners and customers positively impacting results
  • Creating and role modelling a culture of success and on-going business and goal achievement
  • Developing and managing Business Innovation, Customer Experience and delivery of programmes of work across an organisation and or system
  • Strong leadership skills and experience working with directors and senior managers with the ability to influence, work collaboratively, and gain consensus across large organisations -quickly if needed
  • Experience of leading Business Innovation, Customer Experience and delivery of programmes of work to inform strategy and business performance

Experience

Essential

  • Extensive senior management experience in the private/public sector
  • Proven record of effectively leading organisations on Business Innovation, Customer Experience and delivery of programmes of work
  • Ability to manage varied and complex relationships to facilitate change and improvement
  • Proven record of developing and managing Business Innovation, Customer Experience and delivery of programmes of work within an organisation and business partners
  • Successful leadership and delivery of Business Innovation, Customer Experience and delivery of programmes of work across an organisation
  • Development of performance reports and measures
  • Working in a high profile, challenging role with an ability to manage conflicting priorities and timelines
  • Develop, build and manage relationships to achieve agreed objectives and outcomes
  • Can demonstrate Business Innovation, Customer Experience and delivery of programmes of work expertise at senior manager level
  • Executes activities ensuring due diligence and appropriate resource planning has been completed
Person Specification

Qualifications

Essential

  • Educated to degree level in a relevant field

Desirable

  • MBA or other advanced degree desirable

Personal Qualities, Knowledge and Skills

Essential

  • In-depth understanding of Business Innovation, CX and delivery of programmes of work
  • Proven ability to lead, motivate, inspire, engage and communicate well with people
  • Understanding of Business Innovation, CX and programme management in the wider system and environment
  • Substantive and significant experience of working at senior level in the NHS and or appropriate settings
  • Heightened political awareness and experience of operating at a senior level in a politically sensitive environment or organisation
  • Understanding of the key drivers of Business Innovation, Customer Experience and delivery of programmes of work, to include ROI, financial and customer performance
  • Commercially and politically astute and able to analyse business data to gain insight and drive business performance
  • Entrepreneurial spirit and instincts. Highly self-motivated; able to operate autonomously
  • Desire to stay on the leading edge of Business Innovation, Customer Experience and of programmes of work
  • Strong business and strategic acumen with robust analytical and problem structuring / solving skills
  • Demonstrated ability to develop and maintain professional and personal relationships with colleague's key business partners and customers positively impacting results
  • Creating and role modelling a culture of success and on-going business and goal achievement
  • Developing and managing Business Innovation, Customer Experience and delivery of programmes of work across an organisation and or system
  • Strong leadership skills and experience working with directors and senior managers with the ability to influence, work collaboratively, and gain consensus across large organisations -quickly if needed
  • Experience of leading Business Innovation, Customer Experience and delivery of programmes of work to inform strategy and business performance

Experience

Essential

  • Extensive senior management experience in the private/public sector
  • Proven record of effectively leading organisations on Business Innovation, Customer Experience and delivery of programmes of work
  • Ability to manage varied and complex relationships to facilitate change and improvement
  • Proven record of developing and managing Business Innovation, Customer Experience and delivery of programmes of work within an organisation and business partners
  • Successful leadership and delivery of Business Innovation, Customer Experience and delivery of programmes of work across an organisation
  • Development of performance reports and measures
  • Working in a high profile, challenging role with an ability to manage conflicting priorities and timelines
  • Develop, build and manage relationships to achieve agreed objectives and outcomes
  • Can demonstrate Business Innovation, Customer Experience and delivery of programmes of work expertise at senior manager level
  • Executes activities ensuring due diligence and appropriate resource planning has been completed

Certificate of Sponsorship

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

Certificate of Sponsorship

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).

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest Way, Newburn Riverside

Newcastle upon Tyne

NE15 8NY


Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest Way, Newburn Riverside

Newcastle upon Tyne

NE15 8NY


Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Executive Director of Strategy and Performance

Allison Newell

allison.newell@nhsbsa.nhs.uk

Details

Date posted

19 June 2024

Pay scheme

Agenda for change

Band

Band 8c

Salary

£70,417 to £81,138 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

914-BSA4658

Job locations

Stella House

Goldcrest Way, Newburn Riverside

Newcastle upon Tyne

NE15 8NY


Supporting documents

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