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Business Innovation and Customer Experience Lead

NHS AfC: Band 8b

Main area
Innovation, Customer Experience
NHS AfC: Band 8b
Secondment: for 6 Months
Full time: 37.5 hours per week
Job ref
Stella House
Newcastle Upon Tyne
£53,168 - £62,001 per annum
Salary period
Today at 23:59
Who we are

We’re the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public.  Have you had a European Health Insurance Card (EHIC)? Perhaps you’ve had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you’re a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That’s one of our services too.
Our vision is to be the ‘delivery partner of choice’ for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues’ health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.
Our drive to make things easier for our customers has seen us increase the digitisation of our services and we’re using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.

We’re doing exciting things in a complex and challenging landscape so come and join us.
What we offer

Come and work for us and you’ll receive a benefits package that rewards your hard work and commitment, including a minimum of 27 days annual leave per year which increases with length of service plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street discounts including holidays, computers, insurance, mobile phones and meals out, and perhaps most importantly – a work/life balance.

We are looking for an experienced delivery lead to join the Strategy, Performance, Business Development and Growth directorate for a six-month secondment period.

The post will support the Head of Business Innovation and Customer Experience (BICX) in developing, driving and delivering key projects at pace in the areas of strategic innovation, CX, internal consultancy and due diligence. This role plays a key part in enabling NHSBSA to deliver its strategic goals and big ambitions.

You will be a creative thinker, innovator, and a champion of customers' needs. Being able to analyse trends and data and see the 'art of the possible' is also crucial. The role will require the development of strong relationships with a range of internal and external stakeholders.

As BICX Delivery Lead you will lead members of the BICX team to ensure project delivery and quality; excellent people, project and resource management capabilities are required. We are a small, busy team with multiple priorities and opportunities. You will be comfortable and highly capable of delivering projects simultaneously in a fast-paced environment.

If we receive a high volume of applications, we may decide to close the vacancy early.

Step into healthStonewall Top 100 Employer 2020Defence Employer Recognition Scheme (ERS) - BronzeDisability confident leaderThe Employers Network for Equality & Inclusion is the leading employer network covering all aspects of equality and inclusion in the workplace.

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Further details / informal visits contact

Colette Knowles
Job title
Head of Business Innovation and Customer Experience
Email address
Telephone number
Additional information

For further information on the role and/or for an informal discussion contact: / 07876397050 / 07739876234