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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 modernThe Head of Digital Transformation role has two primary focus areas;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. 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. 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.For further details / informal visits contact: Name: Emma Stables Job title: Deputy Director Digital Transformation Email address: emma.stables1@nhs.net
