Group Leader, Digital Customer Experience

United Lincolnshire Hospitals; Lincoln; Hybrid; GBP 67,000 - 77,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

On-site parking

Job summary

United Lincolnshire Hospitals is seeking a Group Head of Digital Customer Experience to lead the digital customer journey and service delivery across Lincolnshire hospitals. The role focuses on building a customer-centric culture, driving continuous improvement, and managing ITIL-aligned service operations within a large NHS Trust in Lincoln.

The post holder will shape strategy, lead incident management, and collaborate with clinical, operational and corporate teams to deliver high-quality

Qualifications

• Masters level qualification, or equivalent demonstratable experience relevant to the post.
• Highly developed specialist knowledge of IT Service Management methodologies, frameworks and approaches (e.g. ITIL, SDI).
• Degree level qualification or equivalent experience in professional management / leadership training.
• Evidence of ongoing personal and professional development.
• ITIL Expert or Capability Level qualifications.
• Project Management Qualification (e.g. Prince 2 Foundation/Agile).
• Experience leading and developing senior staff and managing change in a large NHS or complex health system.
• Outstanding stakeholder management and strong communication and influencing skills.

Responsibilities

• Provide visible and effective leadership across Digital Customer Experience, setting clear strategic direction and service standards.
• Lead major incident management and act as senior escalation point for complex delivery issues.
• Drive ITIL-aligned incident, problem and change practices and embed SDI principles.
• Own the Digital Customer Experience strategy, roadmap and performance framework with data-driven improvement.
• Manage capacity, resources and demand, promoting agile, user-centred improvement with cross-functional partners.

Job description

United Lincolnshire Hospitals is seeking a Group Head of Digital Customer Experience to lead the digital customer journey and service delivery across Lincolnshire hospitals. The role focuses on building a customer-centric culture, driving continuous improvement, and managing ITIL-aligned service operations within a large NHS Trust in Lincoln.

The post holder will shape strategy, lead incident management, and collaborate with clinical, operational and corporate teams to deliver high-quality