Head of Digital Transformation

About the Team

The Customer Experience (CX) team delivers analytical capability across Digital Citizen and provides insights, strategic thinking and value assessment on the future direction of our national digital channels. Our mission is to articulate and evidence the citizen experience across the national digital channels and their associated capabilities so that they have the maximum impact for users and value to the NHS.

Our team delivers insights into who our users are, how they are navigating journeys using our channels, and our current performance. We conduct research and undertake value assessments to build a strong evidence base, informing strategic direction, developing future propositions, setting out the target experience and defining our offer 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.

Role Overview

The Head of Digital Transformation role has two primary focus areas:

• The leadership and delivery of the data and analytics function across Digital Citizen, providing reporting capability across the portfolio while also delivering insight for system colleagues, strategic decision making, national communications and ministerial briefings.
• Measuring the impact of moving the NHS from analogue to digital and understanding the value the national digital channels contribute to that shift, including value assessment, opportunity sizing, forecasting and benefits.

Qualifications and Hiring Details

If you currently work within the NHS, successful candidates will undergo an Inter‑Authority Transfer (IAT) via the Electronic Staff Record (ESR). Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

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