Chief, Digital Customer Experience (NHS)

United Lincolnshire Teaching Hospitals NHS Trust; Lincoln; On-site; GBP 67,000 - 77,000; Full time

Benefits offered by this job

NHS Pension

Flexible working options

Annual Leave up to 33 days + bank hols

Job summary

United Lincolnshire Teaching Hospitals NHS Trust is recruiting a Group Head of Digital Customer Experience in Lincoln. Lead the Digital Services function, shaping strategy, performance and customer outcomes across multiple organisations.

You will drive incident management, ITIL-aligned practices and continual service improvement, working with clinical, operational and corporate teams to deliver value and a patient-centered digital experience.

Qualifications

• Masters level qualification or equivalent demonstrable experience.
• ITIL Expert or equivalent IT service management knowledge.
• Degree level qualification with leadership training and ongoing development.
• Prince 2/Agile certification or equivalent project management training.
• Membership of a relevant professional body.

Responsibilities

• Provide visible leadership across Digital Customer Experience and set strategic direction.
• Lead major incidents, coordinate stakeholders and ensure post-incident learning.
• Embed ITIL-aligned incident, problem and change practices across services.
• Own the strategy, roadmap and performance framework with data-driven improvements.
• Manage capacity, resources and demand with agile, user-centered methods.

Skills

Leadership

Stakeholder engagement

Strategic planning

People management

Change management

Education

Masters level qualification (or equivalent)

Degree level qualification

ITIL Expert

Prince 2 Foundation/Agile

Professional body membership

Tools

ITIL

SDI

Job description

United Lincolnshire Teaching Hospitals NHS Trust is recruiting a Group Head of Digital Customer Experience in Lincoln. Lead the Digital Services function, shaping strategy, performance and customer outcomes across multiple organisations.

You will drive incident management, ITIL-aligned practices and continual service improvement, working with clinical, operational and corporate teams to deliver value and a patient-centered digital experience.