Donor Journey Manager (Digital Products) - Hybrid

Job summary

This crucial role provides a fantastic opportunity for the leading candidate to gain experience in driving health equalities for specific groups and getting a detailed understanding of what makes a great donor experience.

You will have autonomy to identify key issues and areas of improvement, working with different teams across the organisation to develop a robust and engaging improvement plan. This is an opportunity to work closely with our Agile Product Centre Teams, front line teams and directly with donors to understand what improvements we can make to processes and procedures to increase donations from minority ethic groups and those with high value blood types.

As a great collaborator you have the chance to inspire and drive change across the organisation by putting the donor at the heart of what we do. You will grow a successful network that enables you to create a team of experts equally passionate about finding ways to save and improve even more lives.

Main duties of the job

In the role of Donor Journey Manager (Digital Products), you will lead on shaping a stage of the donor journey. You will work closely with Service Owners, fellow Donor Journey Managers and our Agile Product Centre Teams to inform delivery of improvements for our donors. Your responsibilities will include:

• Acting as owner of the Booking & Account stage in the donor journey, which includes key digital products like the 'Give Blood' App and Website Portal, you will be empowered & accountable to shape & develop the service.
• Developing and sharing insight to manage performance and identify opportunities to improve the Donor experience and acting as the Donor champion, driving teams to meet and achieve Key Performance Indicators.
• Ensuring the donor experience strategy is clearly articulated for the entire service experience to drive business change, escalating issues and resolving problems first-hand.
• Leading different business units in complex pieces of work through matrix working to ensure initiatives align to the donor strategy, fostering collaboration and leading culture changes across the business.
• Leading implementation plans with delivery teams outside of Donor Experience by being responsible as a point of approval to ensure the donor experience is protected or adapted appropriately.
• Challenging all stakeholders what if, driving innovation for the donor with internal and external stakeholders.

About us

At NHS Blood and Transplant, were incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families.

We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers. Its an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever