Group Head of Digital Customer Experience- Band 8B

Lincolnshire Community and Hospitals NHS Group; Lincoln; On-site; GBP 100,000 - 125,000; Full time

Job summary

The Group Head of Digital Customer Experience is a newly created Group‑wide leadership role within Digital Services, delivering support as part of the hosted Digital Service across Lincolnshire NHS provider organisations, including primary care (c. 25,000 services users).

The postholder will lead, manage and develop the Digital Customer Experience function, encompassing 1st and 2nd line support, requesting and ITIL‑aligned Service Management functions, with accountability for service performance

Job description

The Group Head of Digital Customer Experience is a newly created Group-wide leadership role within Digital Services, delivering support as part of the hosted Digital Service across all Lincolnshire NHS provider organisations, including primary care (c. 25,000 services users). The postholder is responsible for leading, managing and developing the Digital Customer Experience function, encompassing 1st, 2nd line support services, requesting and ITIL-aligned Service Management functions. The role holds accountability for service performance, customer outcomes and the effective management of teams delivering support across multiple organisations.

A key focus of the role is to develop and embed a customer‑centric approach to digital service delivery, ensuring services are responsive, efficient and aligned to consumer needs. The postholder will provide visible and inspiring leadership within a fast‑paced, high‑demand environment, driving continuous improvement, innovation and service excellence whilst operating within finite resources.

This is an exciting time to join the Digital team and play a part in shaping how our services continue to develop and mature. Following the transition of IT services from the previous CSU arrangements during 2025 and 2026, we are focused on building a service that reflects the needs of our diverse customer base and delivers a consistently positive experience for colleagues.

Provide visible and effective leadership across Digital Customer Experience, setting clear strategic direction, performance expectations and service standards, and fostering a customer‑centred, outcomes‑focused culture.

Lead major incident management, coordinating stakeholders and communications, and ensuring post‑incident learning drives service improvement. Act as the senior escalation point for complex delivery issues, balancing competing priorities, dependencies and risks while maintaining stakeholder confidence.

Drive a mature, service‑led approach to IT Service Management, embedding consistent ITIL‑aligned incident, problem and change practices, alongside relevant SDI principles and industry best practice.

Own the Digital Customer Experience strategy, roadmap and performance framework, using data, insight and customer feedback to drive continual improvement. Work with Digital Business Partners and service leads to strengthen relationships and ensure services adapt to customer needs.

Manage capacity, resources and demand, providing clear advice on priorities, risks and trade‑offs. Embed agile, user‑centred improvement methods and build strong partnerships across clinical, operational and corporate teams.

Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24‑hour major accident and emergency service.

United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.

Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24‑hour major accident and emergency service.

Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.

Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.

This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.

The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).

For further details / informal visits contact: Name: Stephen Creasey Job title: Group Deputy Director Digital Services (Delivery) Email address: [e-mail]

please contact via e-mail to arrange introductory call