Service Owner

Job summary

We are hiring for two fixed-term rolesone for 12 months (maternity cover) and the other for 24 months (new project).

An exciting opportunity has arisen within the Donor Experience Services team for an experienced individual to join the team. The Service Owner role will see the successful candidates take a lead role in establishing and driving forward end-to-end activity for the platelets and plasma products. 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.

Note: This is a hybrid-working role, and the expectation is this will be a mixture of at-home and visiting other NHSBT sites as per the business needs.

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:

1. Leading cross-functional teams across the business to develop and own a plan that delivers improvements to the journey achieving NHSBT strategic objectives.

2. 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.

3. 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.

4. 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.

5. Building effective relationships that outline the standards for collaborative working. Leading service strategy and inspiring a culture of innovative future thinking. Day to Day management of Donor Journey Managers within the Donor Experience Services team.

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.