Job summary
The Customer Experience Team works on a number of cross cutting initiatives and priorities across the National Digital Channels with the aim of empowering people to self-serve and self-care by providing access to information and services directly through digital means. We aim to;
- Develop best in class CX initiatives.
- Set out the future experience strategy
- Ensure there is a robust evidence base to make decisions around the proposition we offer.
- Optimise the experience and performance of the channels based on CX insights.
Our team delivers insights into who our users are, how they are navigating journeys using our channels and our current performance and conducts research to build a strong evidence base. We use this to inform strategic direction, develop future propositions, set out the target experience and what our offer is to people. We use mixed methods approaches, drawing on social, user and market research and combining insights from different disciplines such as behavioural science and data analytics to provide a full picture.
We are currently at a pivotal moment - 3 in 4 people have the NHS App in their pockets and NHS.uk receives over a billion visits a year, we have a real opportunity to utilise data and analytics and the best modern mobile technology to join up and personalise the end-to-end experience - changing the way we deliver health and care in England.
Main duties of the job
The post holder will have the following responsibilities:
Leadership
- Lead and manage the Customer Experience and Data and MI cluster teams to define the future target experience based on user and data led insights, working across product and policy teams to deliver against agreed outcomes.
Vision and strategy definition
- Work with product outcome and cluster teams to articulate a clear vision for the target experience for what people should expect from NHS digital products and services in line with our CX principles
- Run horizon scanning across health and other sectors to bring innovation and best practice in delivering positive customer experience, relevant to health and care, whilst promoting digital inclusion and accessibility
- Set out how we personalise the future experience around the user based on the next best action for them - utilising new technology platforms and a data architecture and strategy that supports delivery
- Iterate the future channel strategy across NHS App, NHS website, social and potentially new channels.
About us
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
- Making the NHS a great place to work, where our people can make a difference and achieve their potential.
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money.
If you would like to know more or require further information, please visithttps://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Job description
Job responsibilities
Responsibilities continued.
Measurement and forecasting
- Measure citizen experience by identifying key metrics (e.g. channel shift, satisfaction) and measure to understand impact
- Coordinate efforts to forecast usage based on different scenarios and understand the impact that different opportunities or proposition directions may have on the outcomes were trying to achieve
- Delivering a best in class experience
- Evangelise customer experience principles and practice and their importance in delivering transformation at scale within the NHS with senior stakeholders
- Bring their extensive background in customer and user strategy from health and other sectors, and expertise of working at scale with high profile organisations, to transform peoples experience of digital NHS services - improving health outcomes, driving efficiencies and improving experience by making it easier for people to access and use the services they need
In addition to the above per refer to the assignment brief and job description for further details.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
If you like what you have read and think you have the skills and experience, we need then don't delay, apply today! We get lots of applications for our roles and so we sometimes have to close our posts early. Don't miss out!
Job description
Job responsibilities
Responsibilities continued.
Measurement and forecasting
- Measure citizen experience by identifying key metrics (e.g. channel shift, satisfaction) and measure to understand impact
- Coordinate efforts to forecast usage based on different scenarios and understand the impact that different opportunities or proposition directions may have on the outcomes were trying to achieve
- Delivering a best in class experience
- Evangelise customer experience principles and practice and their importance in delivering transformation at scale within the NHS with senior stakeholders
- Bring their extensive background in customer and user strategy from health and other sectors, and expertise of working at scale with high profile organisations, to transform peoples experience of digital NHS services - improving health outcomes, driving efficiencies and improving experience by making it easier for people to access and use the services they need
In addition to the above per refer to the assignment brief and job description for further details.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
If you like what you have read and think you have the skills and experience, we need then don't delay, apply today! We get lots of applications for our roles and so we sometimes have to close our posts early. Don't miss out!
Person Specification
Leadership and team management experience
Essential
- Experience of leading a multi-disciplinary team to deliver a best in class experience for users
Vision and strategy experience
Essential
- Experience in setting vision and strategy and developing propositions for major digital consumer facing products (including value assessment across a range of parameters)
Data and user insight generation
Essential
- Data and user insight generation - Experience in developing and utilising insights (from across a breadth of professions) to support strategic direction and running large and complex data programmes
Knowledge of health and health tech landscape
Essential
- Must have an understanding of the background to and aims of current healthcare policy and an understanding of the benefits, challenges and barriers to implementing digital technology at all levels
Measurement and forecasting
Essential
- Skilled in developing and implementing logic models and measurement frameworks to understand performance and impact at different levels
Person Specification
Leadership and team management experience
Essential
- Experience of leading a multi-disciplinary team to deliver a best in class experience for users
Vision and strategy experience
Essential
- Experience in setting vision and strategy and developing propositions for major digital consumer facing products (including value assessment across a range of parameters)
Data and user insight generation
Essential
- Data and user insight generation - Experience in developing and utilising insights (from across a breadth of professions) to support strategic direction and running large and complex data programmes
Knowledge of health and health tech landscape
Essential
- Must have an understanding of the background to and aims of current healthcare policy and an understanding of the benefits, challenges and barriers to implementing digital technology at all levels
Measurement and forecasting
Essential
- Skilled in developing and implementing logic models and measurement frameworks to understand performance and impact at different levels
