Head of Digital Transformation
Job summary
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
Main duties of the job
The Head of Digital Transformation role has two primary focus areas;
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The leadership and delivery of the data and analytics function across Digital Citizen providing reporting capability across the portfolio but also providing insight for system colleagues, strategic decision making, national comms and ministerial briefings.
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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.
About us
NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.
Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms -- enabling us to design and deliver high-quality NHS services.
In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.
If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR).This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.
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.
Job description
Job responsibilities
Key responsibilities include:
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Develop the strategic narrative for Citizen Experience to clarify the vision and overarching goals in collaboration with key stakeholders.
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Responsible for migrating data into FDP and product and service data that sits across Azure Synapse and Databricks platforms.
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Oversight of 4 strategic dashboards which not only feed reporting capability across the portfolio but also provide insight for system colleagues, strategic decision making, national comms and ministerial briefings.
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Measuring the impact of moving the NHS from analogue to digital through the national digital channels. This includes extensive IG engagement to support data linkage to allow us to link siloed datasets and understand patient journeys across the digital and analogue space.
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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
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Lead on value assessment for future channel propositions, scaling the ability to size opportunities to make informed decisions with product teams and stakeholders on future services
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Define and lead benefits and measurement frameworks to understand health outcomes, system impact and value for money. Work with analytics colleagues and product teams to forecast and track trajectories at a portfolio level.
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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 our users are and how they are interacting with our channels. Knowledge of the broader data landscape within NHS England and across product teams is essential to this role.
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Increase insights available through data by working through plans to combine data sets to increase learning and evidence
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Utilise data driven insights to support NHSE planning cycles and prioritisation across digital citizen
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Ownership of cross channel reporting and insights (including the monthly national digital channels report and quarterly insights report). Ensuring that this reflects an up to date view of the services we offer and how people are using them.
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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 peoples experience across the NHS App and NHS Website
You can find further details about the role, including key responsibilities and accountabilities, alongside the organisational structure and person specification in the attached Job Description and other supporting documents.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
Person Specification
Qualification:
- Educated to Masters level qualification or equivalent level or equivalent experience of working at a senior level in a specialist area
Knowledge and experience
- Experience of setting strategy and delivering insights for consumer facing products and services
- Must have an understanding of the background to and aims of current healthcare policy and an understanding of the benefits, challenges and barriers to implementing digital technology at all levels.
- Ability to utilise data insights (from across a breadth of professions) to support strategic direction and running large and complex data programmes
Skills Capabilities & Attributes
- Skilled in developing and implementing measurement frameworks to understand performance and success at different levels
- Able to make a connection between their work and the benefit to patients and the public including experience in conduction value assessments for consumer facing propositions
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
NHS England
Address
Canary Wharf / Wellington Place
London / Leeds
SE1 8UG
Employer's website
https://www.england.nhs.uk/about/working-for/