Service Owner

Job summary

An exciting opportunity has arisen within the Donor Experience Services team for an experienced individual to join the team on 12 months fixed term contract. The Service Owner role will see the successful candidate take a lead role in establishing and driving forward end-to-end activity that ensures donors with the Ro subtype receive the best possible experience and donate at a frequency that supports sufficient and sustainable levels of stock for this group. As a critical part of activity to support stock levels across NHSBT, the role will give fantastic exposure to a variety of teams and allow the successful candidate to collaborate and have a tangible impact on critical measures. Given the fixed term nature of the role, demonstrable experience of delivery will be important. Experience in Donor or Customer Experience roles would also be favourable. The post holder will work collaboratively with Donor Journey Managers, thereby influencing decisions and being a source of support. This role will report to the Head of Service Ownership & Strategy.

Main duties of the job

In this role you will be responsible for owning the end-to-end Donor Experience and vision for a defined service or segment for NHSBT. The role is responsible for ensuring that a specific service is meeting the needs of our donors and patients whilst achieving the organisational objectives. Your responsibilities will include: Leading cross-functional teams across the business to develop and own a plan that delivers improvements to the journey achieving NHSBT strategic objectives. Coordinating, aligning, and providing the strategic vision for the Donor Experience, identifying synergies, efficiencies and unlocking value from across the organisation that drives improvements for our donors. This role will jointly lead the introduction of the service ownership model being developed across NHSBT aligned to the GDS best practice. Day to day management of the Donor Journey Managers within the Donor Experience Services team to deliver the strategy agreed through multiple touchpoints. Accountable for Performance and KPIs of a given service, defining what matters most and ensuring the business has robust, evidence based and outcome driven plans to achieve committed targets. Building effective relationships that outline the standards for collaborative working. Leading service strategy and inspiring a culture of innovative future thinking. You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required

About us

At NHS Blood and Transplant, were incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families. We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers. Its an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme. We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever