The Customer Experience (CX) team delivers the 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 and conducts research and undertakes value assessments 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, but at the same time new channels and technologies are emerging changing users expectations of how they use and experience digital services. We have a real opportunity to utilise data and analytics and modern. Head of Digital Transformation The 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 and insight for system colleagues, strategic decision‑making, national communications and ministerial briefings. How we measure the impact of moving the NHS from analogue to digital and understanding the value the national digital channels contribute to that shift. This includes value assessment, opportunity sizing, forecasting and benefits.

Key responsibilities include:

Develop the strategic narrative for Citizen Experience to clarify the vision and overarching goals in collaboration with key stakeholders. Responsible for migrating data into the FDP and product and service data that sits across Azure Synapse and Databricks platforms. Oversight of four strategic dashboards which feed reporting capability across the portfolio and provide insight for system colleagues, strategic decision‑making, national communications and ministerial briefings. Measure the impact of moving the NHS from analogue to digital through the national digital channels, engaging with IG to support data linkage, enabling the linking of siloed datasets and understanding patient journeys across the digital and analogue space. Lead the development of future channel propositions for the NHS App, NHS Website and social channels based on a strong user and data‑driven evidence base. Lead on value assessment for future channel propositions, scaling the ability to size opportunities and informing product teams and stakeholders on future services. Define and lead benefits and measurement frameworks to understand health outcomes, system impact and value for money, working with analytics colleagues and product teams to forecast and track trajectories at a portfolio level. Oversee and provide direction to core data programmes within Digital Citizen to ensure they have the right strategic direction and are generating meaningful insights into how users are interacting with our channels. Knowledge of the broader data landscape within NHS England and across product teams is essential. Increase insights available through data by combining datasets to increase learning and evidence. Utilise data‑driven insights to support NHS England planning cycles and prioritisation across Digital Citizen. Own cross‑channel reporting and insights (including the monthly national digital channels report and quarterly insights report). Ensure that this reflects an up‑to‑date view of the services we offer and how people are using them. Drive stakeholder engagement with all parts of the NHS, including data and analytics, information governance and legal teams to ensure we can utilise data to achieve the vision and personalise people’s experience across the NHS App and NHS Website.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices. Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band. #J-18808-Ljbffr