Digital Service Owner

Job summary

This vacancy is not eligible for Visa Sponsorship. Please only apply if you already have the right to work in the UK .

Join NHS Blood and Transplant (NHSBT) and help improve donor experiences through a major digital transformation programme. Working within the Donor Experience Services team, you will ensure donor needs are considered throughout the donation journey and help deliver improved outcomes.

The Donor and Session Programme (DASP) is a multi-year initiative that will modernise donor engagement and session delivery by replacing capabilities currently held within the Pulse blood management system. The programme will transform technology and experiences across Blood, Platelet and Plasma donation services.

We are seeking someone with experience supporting large transformation programmes, ideally within digital environments. A background in customer experience is desirable. You will be comfortable working in a complex environment, solving problems, influencing stakeholders with data and insight, and collaborating across multidisciplinary teams.

This is a hybrid role, combining home working with travel to NHSBT sites as required.

Main duties of the job

The Service Owner is responsible for the end-to-end donor experience and strategic vision for a defined NHSBT service. Key responsibilities include:

Defining and owning the service strategy, roadmap and development plans to improve donor experience and deliver DASP objectives.
Leading cross-functional collaboration to ensure donor needs are translated into organisational priorities and delivery plans.
Driving service performance, continuous improvement and strategic development, ensuring alignment with NHSBT objectives.
Managing Donor Journey Managers and influencing stakeholders across multiple directorates to deliver agreed outcomes.
Building strong relationships across DASP and NHSBT, promoting collaboration, innovation and high standards.
Being accountable for service performance, KPIs and evidence-based plans that achieve agreed targets.

Travel and occasional overnight stays may be required, with prior notice

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.

Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.

You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.

Job description

Job responsibilities

What we offer:

Hybrid working arrangements – because NHSBT works nationally, we’re able to offer hybrid working options that give you more flexibility to balance work with life.
Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.
Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions‎
Supportive learning culture - we’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.

As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.

You can find more information about accessibility, our culture, and how we support applicants on the NHSBT Careers website:

Read about our application process
Learn more about our culture at NHSBT

To learn more, please see the job description and person specification. These can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.

Next steps

This vacancy will close at 23:59pm on 4 October 2026.

The assessment process for this role may likely include a single interview assessment. Interviews are anticipated to be held week commencing 12 October 2026– subject to confirmation.

Person Specification

Qualifications

Essential

Specialist knowledge in the field of IT technology, plus significant relevant experience.
MBA / Management / Marketing masters or equivalent experience.
Demonstrate commitment to own Continued Professional Development (CPD).

Experience

Essential

Extensive experience of managing a multi million pound budget.
Practical success in interpreting user data and feedback to design and implement channel shift strategies to move users from traditional to digital delivery channels.
Proven ability to challenge and remove any unnecessary barriers to service delivery.
Practical success in interpreting user data and feedback to design and implement channel shift strategies to move users from traditional to digital delivery channels
Substantial experience in a senior marketing management role.
Extensive project management/lead experience, coupled with a specialist understanding of project management techniques.
Substantial experience of developing and implementing large-scale IT projects.
Substantial experience of managing a multitude of projects concurrently.
Demonstrable experience of implementing successful projects.
Experience of managing in a strongly customer-orientated environment.
Experience of developing and presenting business cases.
Experience of dealing with conflict management.
Extensive experience across all forms of marketing media.
Experience of managing external agencies.
Extensive knowledge and experience of change and risk management.
Experience of managing a wide range of external stakeholders.
Breadth of knowledge required across many concepts; HR, financial and managerial.

Employer details

Employer name

NHS Blood and Transplant

Address

England

Capitol Way, Dodworth

Barnsley

United Kingdom

S75 3FG