NHS Business Services Authority (NHSBSA) provides a range of support services to the NHS in England, including administrative and operational functions such as processing prescriptions and managing NHS pensions. Their mission is to deliver high-quality, efficient, and effective services that support the NHS in delivering excellent patient care. Their purpose is to streamline NHS operations, improve service delivery, and ensure the effective management of resources and systems within the healthcare sector.

Science & Healthcare

NHS Business Services Authority

We deliver business service excellence to the NHS to help people live longer, healthier lives.

Government

You need a keen interest in customer insight, strong numerical and Excel skills, attention to detail, good organization, interpersonal abilities, and relevant admin experience.

You will categorize customer feedback, manage emails, support research projects, design surveys, maintain data quality, monitor responses, and ensure compliance while providing administrative support.

Customer Relations

Research & Development

Newcastle

Job Summary The Customer Insight team is the voice of the customer within the NHSBSA and works with Directorates to help them improve the services provided by listening to our customers and meeting their needs. This feedback helps the NHSBSA become user-led and meet the strategic goal of the Customer. The Customer Insight & Research Support Officer will provide support to the administration and delivery of research projects. This is an interesting post which will involve working on a range of research projects. The team collects quantitative data through customer satisfaction surveys and carries out internal and external ad hoc surveys with customers, staff, and stakeholders. A key part of the role will be reading large volumes of open-ended customer comments and grouping them into common themes to provide actionable insights across various NHSBSA services. The post holder will have excellent communication and organisational skills and be able to work in a busy working environment on multiple tasks using own initiative. Please note that we may close the advert due to high volume of applications. What do we offer? 27 days leave (increasing with length of service) plus 8 bank holidays Flexible working (we are happy to discuss options such as compressed hours) Hybrid working model (we are currently working largely remotely) Career development Active wellbeing and inclusion networks Excellent pension NHS Car lease scheme Access to a wide range of benefits and high-street discounts! Main duties of the job The primary responsibility will be categorising open ended customer comments into common themes to understand customer experience and help deliver service improvement. Other duties include: * Monitoring the Customer Insight mailbox, actioning and responding to emails. * Assisting with the maintenance and upkeep of the shared area. * First point of contact for research participants' enquiries, resolving and responding to queries. * Administrative support to the team to deliver research projects. * Assisting the team with operational work requests. * Developing survey design knowledge and content to construct questionnaires in the survey tool. * Cleaning and management of survey distribution lists to improve data quality. * Developing a library of email survey invitation messages to provide consistency in content and communication tone to maximise survey engagement. * Monitoring survey response rates and setup reminder emails to maximum response rates. * Extracting data from the survey tool to enable reporting to be carried out. Checking the Customer Insight dashboards are accurate. * Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements. * Developing quantitative knowledge and skills and undertaking small research surveys and reporting. * Managing own workload, prioritising tasks and working unsupervised. * Providing general administrative support as required. About Us Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives. We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow. As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work. We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more. Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most! Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you. We are people connected to care. Job Description Job responsibilities In this role, you are accountable for: * Monitoring the Customer Insight mailbox, actioning and responding to all emails as necessary with reference to the other members of the Customer Insight team. * Assisting with the maintenance, tidiness and the upkeep of the Customer Insight shared area. * Acting as the first point of contact for research participants enquiries. Resolving and responding to research queries via telephone, email and Teams. * Providing administrative support to the Customer Insight & Research Manager and Officers in the delivery of NHSBSA projects as required and communicating information about research projects. * Assisting the Customer Insight Officers with operational work requests (quantitative and qualitative). * Developing survey design knowledge and survey content to enable the construction of questionnaires in the survey tool (currently SNAP). * Cleaning and management of survey distribution lists to improve data quality and survey response rates. * Developing a library of email survey invitation messages to ensure consistency in communication tone and content and help maximise survey engagement. * Monitoring survey response rates and setup reminder emails to help ensure maximum response rates to live surveys. * Extracting data from the survey tool and providing it to the Customer Insight Officer or Management Information team to enable reporting to be carried out. Checking the Management Information dashboards are accurately presenting the results. * Creating new and using developed coding frameworks to code open ended customer comments to enable insights to be identified from unstructured data. * Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements. * Developing quantitative knowledge and skills and undertaking small research surveys as required and creating research reports using a range of IT applications such as Word and PowerPoint. Reviewing the results and providing recommendations for service improvements. * Managing own workload, prioritising tasks and working unsupervised. * Providing general administrative support as required. In addition to the above accountabilities, as post holder you are expected to: * Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.3. Encourage an environment where your own and colleagues safety and well-being is promoted.4. Contribute to a culture which values diversity and inclusion.5. Follow NHSBSA policies, procedures, and protocols as they apply to your role. Working relationships Responsible to: Customer Insight LeadKey relationships and connections:1. NHS Business Services Authority Managers2. DDaT colleagues3. Customer Experience (CX) colleagues4. Internal stakeholders Person Specification Skills Personal Qualities, Knowledge and Skills Essential * Genuine interest in Customer Insight as a career. * Numerical and analytical. * Computer literate in Microsoft Office with good Excel skills. * The ability to handle multiple tasks with competing priorities. * Able to work under pressure and meet deadlines. * Attention to detail and able to work to a high level of accuracy. * Good organisation skills. * Self-motivated when working flexibly. Desirable * Team player, willing to take on extra work and work additional hours as required. * Proactive, with ability to use own initiative. Experience Essential * Relevant administration experience in a busy office environment with a customer service focus. * Good interpersonal skills with the ability to communicate effectively with staff at all levels internally. * Being the first point of contact for resolving and responding to external customer research enquiries. * Ability to write survey questions simply and clearly to ensure consistency in communication tone and content. * Basic knowledge of questionnaire structure and design, including different types of survey questions. * Experience of cleaning and managing email distribution lists to improve data quality. * Confident in extracting data and running dashboard checks to ensure accurate presenting of the results. * Creating new and using developed coding frames to theme open ended customer comments to identify insights from unstructured data. * Familiar with Information Governance and GDPR data requirements. Desirable * Knowledge of multiple NHSBSA service streams. * Experience of working within a customer insight team or research function within a similar organisation. * Experience of the SNAP survey tool. * Interested in studying for a Market Research Society (MRS) qualification. Qualifications Essential * GCSE Grade C or above in Maths and English (or equivalent experience). Desirable * Qualifications to NVQ level 3 or equivalent. Additional information Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) . From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Job SummaryThe Customer Insight team is the voice of the customer within the NHSBSA and works with Directorates to help them improve the services provided by listening to our customers and meeting their needs. This feedback helps the NHSBSA become user-led and meet the strategic goal of the Customer.The Customer Insight & Research Support Officer will provide support to the administration and delivery of research projects. This is an interesting post which will involve working on a range of research projects. The team collects quantitative data through customer satisfaction surveys and carries out internal and external ad hoc surveys with customers, staff, and stakeholders. A key part of the role will be reading large volumes of open-ended customer comments and grouping them into common themes to provide actionable insights across various NHSBSA services.The post holder will have excellent communication and organisational skills and be able to work in a busy working environment on multiple tasks using own initiative.Please note that we may close the advert due to high volume of applications.What do we offer?27 days leave (increasing with length of service) plus 8 bank holidaysFlexible working (we are happy to discuss options such as compressed hours)Hybrid working model (we are currently working largely remotely)Career development Active wellbeing and inclusion networksExcellent pension NHS Car lease schemeAccess to a wide range of benefits and high-street discounts!Main duties of the jobThe primary responsibility will be categorising open ended customer comments into common themes to understand customer experience and help deliver service improvement. Other duties include: * Monitoring the Customer Insight mailbox, actioning and responding to emails. * Assisting with the maintenance and upkeep of the shared area. * First point of contact for research participants' enquiries, resolving and responding to queries. * Administrative support to the team to deliver research projects. * Assisting the team with operational work requests. * Developing survey design knowledge and content to construct questionnaires in the survey tool. * Cleaning and management of survey distribution lists to improve data quality. * Developing a library of email survey invitation messages to provide consistency in content and communication tone to maximise survey engagement. * Monitoring survey response rates and setup reminder emails to maximum response rates. * Extracting data from the survey tool to enable reporting to be carried out. Checking the Customer Insight dashboards are accurate. * Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements. * Developing quantitative knowledge and skills and undertaking small research surveys and reporting. * Managing own workload, prioritising tasks and working unsupervised. * Providing general administrative support as required.         About UsHere at the NHS Business Services Authority (NHSBSA), what we do matters.We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.Job DescriptionJob responsibilitiesIn this role, you are accountable for: * Monitoring the Customer Insight mailbox, actioning and responding to all emails as necessary with reference to the other members of the Customer Insight team. * Assisting with the maintenance, tidiness and the upkeep of the Customer Insight shared area. * Acting as the first point of contact for research participants enquiries. Resolving and responding to research queries via telephone, email and Teams. * Providing administrative support to the Customer Insight & Research Manager and Officers in the delivery of NHSBSA projects as required and communicating information about research projects. * Assisting the Customer Insight Officers with operational work requests (quantitative and qualitative). * Developing survey design knowledge and survey content to enable the construction of questionnaires in the survey tool (currently SNAP). * Cleaning and management of survey distribution lists to improve data quality and survey response rates. * Developing a library of email survey invitation messages to ensure consistency in communication tone and content and help maximise survey engagement. * Monitoring survey response rates and setup reminder emails to help ensure maximum response rates to live surveys. * Extracting data from the survey tool and providing it to the Customer Insight Officer or Management Information team to enable reporting to be carried out. Checking the Management Information dashboards are accurately presenting the results. * Creating new and using developed coding frameworks to code open ended customer comments to enable insights to be identified from unstructured data. * Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements. * Developing quantitative knowledge and skills and undertaking small research surveys as required and creating research reports using a range of IT applications such as Word and PowerPoint. Reviewing the results and providing recommendations for service improvements. * Managing own workload, prioritising tasks and working unsupervised. * Providing general administrative support as required.         In addition to the above accountabilities, as post holder you are expected to: * Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.3. Encourage an environment where your own and colleagues safety and well-being is promoted.4. Contribute to a culture which values diversity and inclusion.5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.         Working relationshipsResponsible to: Customer Insight LeadKey relationships and connections:1. NHS Business Services Authority Managers2. DDaT colleagues3. Customer Experience (CX) colleagues4. Internal stakeholdersPerson SpecificationSkillsPersonal Qualities, Knowledge and Skills Essential * Genuine interest in Customer Insight as a career. * Numerical and analytical. * Computer literate in Microsoft Office with good Excel skills. * The ability to handle multiple tasks with competing priorities. * Able to work under pressure and meet deadlines. * Attention to detail and able to work to a high level of accuracy. * Good organisation skills. * Self-motivated when working flexibly.         Desirable * Team player, willing to take on extra work and work additional hours as required. * Proactive, with ability to use own initiative.         Experience Essential * Relevant administration experience in a busy office environment with a customer service focus. * Good interpersonal skills with the ability to communicate effectively with staff at all levels internally. * Being the first point of contact for resolving and responding to external customer research enquiries. * Ability to write survey questions simply and clearly to ensure consistency in communication tone and content. * Basic knowledge of questionnaire structure and design, including different types of survey questions. * Experience of cleaning and managing email distribution lists to improve data quality. * Confident in extracting data and running dashboard checks to ensure accurate presenting of the results. * Creating new and using developed coding frames to theme open ended customer comments to identify insights from unstructured data. * Familiar with Information Governance and GDPR data requirements.         Desirable * Knowledge of multiple NHSBSA service streams. * Experience of working within a customer insight team or research function within a similar organisation. * Experience of the SNAP survey tool. * Interested in studying for a Market Research Society (MRS) qualification.         Qualifications Essential * GCSE Grade C or above in Maths and English (or equivalent experience).         Desirable * Qualifications to NVQ level 3 or equivalent.         Additional informationCertificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Customer Insight & Research Support Officer - NHS Business Services Authority

&lt;strong&gt;Job Summary&lt;br&gt;&lt;br&gt;&lt;/strong&gt;The Customer Insight team is the voice of the customer within the NHSBSA and works with Directorates to help them improve the services provided by listening to our customers and meeting their needs. This feedback helps the NHSBSA become user-led and meet the strategic goal of the Customer.&lt;br&gt;&lt;br&gt;The Customer Insight &amp;amp; Research Support Officer will provide support to the administration and delivery of research projects. This is an interesting post which will involve working on a range of research projects. The team collects quantitative data through customer satisfaction surveys and carries out internal and external ad hoc surveys with customers, staff, and stakeholders. A key part of the role will be reading large volumes of open-ended customer comments and grouping them into common themes to provide actionable insights across various NHSBSA services.&lt;br&gt;&lt;br&gt;The post holder will have excellent communication and organisational skills and be able to work in a busy working environment on multiple tasks using own initiative.&lt;br&gt;&lt;br&gt;Please note that we may close the advert due to high volume of applications.&lt;br&gt;&lt;br&gt;What do we offer?&lt;br&gt;&lt;br&gt;27 days leave (increasing with length of service) plus 8 bank holidays&lt;br&gt;&lt;br&gt;Flexible working (we are happy to discuss options such as compressed hours)&lt;br&gt;&lt;br&gt;Hybrid working model (we are currently working largely remotely)&lt;br&gt;&lt;br&gt;Career development Active wellbeing and inclusion networks&lt;br&gt;&lt;br&gt;Excellent pension NHS Car lease scheme&lt;br&gt;&lt;br&gt;Access to a wide range of benefits and high-street discounts!&lt;br&gt;&lt;br&gt;&lt;strong&gt;Main duties of the job&lt;br&gt;&lt;br&gt;&lt;/strong&gt;The primary responsibility will be categorising open ended customer comments into common themes to understand customer experience and help deliver service improvement. Other duties include:&lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt; Monitoring the Customer Insight mailbox, actioning and responding to emails.&lt;/li&gt;&lt;li&gt; Assisting with the maintenance and upkeep of the shared area.&lt;/li&gt;&lt;li&gt; First point of contact for research participants' enquiries, resolving and responding to queries.&lt;/li&gt;&lt;li&gt; Administrative support to the team to deliver research projects.&lt;/li&gt;&lt;li&gt; Assisting the team with operational work requests.&lt;/li&gt;&lt;li&gt; Developing survey design knowledge and content to construct questionnaires in the survey tool.&lt;/li&gt;&lt;li&gt; Cleaning and management of survey distribution lists to improve data quality.&lt;/li&gt;&lt;li&gt; Developing a library of email survey invitation messages to provide consistency in content and communication tone to maximise survey engagement.&lt;/li&gt;&lt;li&gt; Monitoring survey response rates and setup reminder emails to maximum response rates.&lt;/li&gt;&lt;li&gt; Extracting data from the survey tool to enable reporting to be carried out. Checking the Customer Insight dashboards are accurate.&lt;/li&gt;&lt;li&gt; Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.&lt;/li&gt;&lt;li&gt; Developing quantitative knowledge and skills and undertaking small research surveys and reporting.&lt;/li&gt;&lt;li&gt; Managing own workload, prioritising tasks and working unsupervised.&lt;/li&gt;&lt;li&gt; Providing general administrative support as required.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;About Us&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Here at the NHS Business Services Authority (NHSBSA), what we do matters.&lt;br&gt;&lt;br&gt;We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.&lt;br&gt;&lt;br&gt;We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.&lt;br&gt;&lt;br&gt;As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.&lt;br&gt;&lt;br&gt;We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.&lt;br&gt;&lt;br&gt;We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.&lt;br&gt;&lt;br&gt;Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!&lt;br&gt;&lt;br&gt;Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.&lt;br&gt;&lt;br&gt;We are people connected to care.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Job Description&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Job responsibilities&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;In this role, you are accountable for:&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt; Monitoring the Customer Insight mailbox, actioning and responding to all emails as necessary with reference to the other members of the Customer Insight team.&lt;/li&gt;&lt;li&gt; Assisting with the maintenance, tidiness and the upkeep of the Customer Insight shared area.&lt;/li&gt;&lt;li&gt; Acting as the first point of contact for research participants enquiries. Resolving and responding to research queries via telephone, email and Teams.&lt;/li&gt;&lt;li&gt; Providing administrative support to the Customer Insight &amp;amp; Research Manager and Officers in the delivery of NHSBSA projects as required and communicating information about research projects.&lt;/li&gt;&lt;li&gt; Assisting the Customer Insight Officers with operational work requests (quantitative and qualitative).&lt;/li&gt;&lt;li&gt; Developing survey design knowledge and survey content to enable the construction of questionnaires in the survey tool (currently SNAP).&lt;/li&gt;&lt;li&gt; Cleaning and management of survey distribution lists to improve data quality and survey response rates.&lt;/li&gt;&lt;li&gt; Developing a library of email survey invitation messages to ensure consistency in communication tone and content and help maximise survey engagement.&lt;/li&gt;&lt;li&gt; Monitoring survey response rates and setup reminder emails to help ensure maximum response rates to live surveys.&lt;/li&gt;&lt;li&gt; Extracting data from the survey tool and providing it to the Customer Insight Officer or Management Information team to enable reporting to be carried out. Checking the Management Information dashboards are accurately presenting the results.&lt;/li&gt;&lt;li&gt; Creating new and using developed coding frameworks to code open ended customer comments to enable insights to be identified from unstructured data.&lt;/li&gt;&lt;li&gt; Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.&lt;/li&gt;&lt;li&gt; Developing quantitative knowledge and skills and undertaking small research surveys as required and creating research reports using a range of IT applications such as Word and PowerPoint. Reviewing the results and providing recommendations for service improvements.&lt;/li&gt;&lt;li&gt; Managing own workload, prioritising tasks and working unsupervised.&lt;/li&gt;&lt;li&gt; Providing general administrative support as required.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;In addition to the above accountabilities, as post holder you are expected to:&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt; Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.3. Encourage an environment where your own and colleagues safety and well-being is promoted.4. Contribute to a culture which values diversity and inclusion.5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Working relationships&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Responsible to:&lt;/strong&gt; Customer Insight Lead&lt;strong&gt;Key relationships and connections:&lt;/strong&gt;1. NHS Business Services Authority Managers2. DDaT colleagues3. Customer Experience (CX) colleagues4. Internal stakeholders&lt;br&gt;&lt;br&gt;Person Specification&lt;br&gt;&lt;br&gt;&lt;strong&gt;Skills&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt; Personal Qualities, Knowledge and Skills &lt;/strong&gt; &lt;strong&gt;Essential&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Genuine interest in Customer Insight as a career.&lt;/li&gt;&lt;li&gt;Numerical and analytical.&lt;/li&gt;&lt;li&gt;Computer literate in Microsoft Office with good Excel skills.&lt;/li&gt;&lt;li&gt;The ability to handle multiple tasks with competing priorities.&lt;/li&gt;&lt;li&gt;Able to work under pressure and meet deadlines.&lt;/li&gt;&lt;li&gt;Attention to detail and able to work to a high level of accuracy.&lt;/li&gt;&lt;li&gt;Good organisation skills.&lt;/li&gt;&lt;li&gt;Self-motivated when working flexibly.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Desirable&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Team player, willing to take on extra work and work additional hours as required.&lt;/li&gt;&lt;li&gt;Proactive, with ability to use own initiative.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt; Experience &lt;/strong&gt; &lt;strong&gt;Essential&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Relevant administration experience in a busy office environment with a customer service focus.&lt;/li&gt;&lt;li&gt;Good interpersonal skills with the ability to communicate effectively with staff at all levels internally.&lt;/li&gt;&lt;li&gt;Being the first point of contact for resolving and responding to external customer research enquiries.&lt;/li&gt;&lt;li&gt;Ability to write survey questions simply and clearly to ensure consistency in communication tone and content.&lt;/li&gt;&lt;li&gt;Basic knowledge of questionnaire structure and design, including different types of survey questions.&lt;/li&gt;&lt;li&gt;Experience of cleaning and managing email distribution lists to improve data quality.&lt;/li&gt;&lt;li&gt;Confident in extracting data and running dashboard checks to ensure accurate presenting of the results.&lt;/li&gt;&lt;li&gt;Creating new and using developed coding frames to theme open ended customer comments to identify insights from unstructured data.&lt;/li&gt;&lt;li&gt;Familiar with Information Governance and GDPR data requirements.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Desirable&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Knowledge of multiple NHSBSA service streams.&lt;/li&gt;&lt;li&gt;Experience of working within a customer insight team or research function within a similar organisation.&lt;/li&gt;&lt;li&gt;Experience of the SNAP survey tool.&lt;/li&gt;&lt;li&gt;Interested in studying for a Market Research Society (MRS) qualification.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt; Qualifications &lt;/strong&gt; &lt;strong&gt;Essential&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;GCSE Grade C or above in Maths and English (or equivalent experience).&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Desirable&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Qualifications to NVQ level 3 or equivalent.&lt;br&gt;&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;Additional information&lt;br&gt;&lt;br&gt;&lt;strong&gt;Certificate of Sponsorship&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .&lt;br&gt;&lt;br&gt;From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Customer Insight &amp; Research Support Officer

Customer Insight & Research Support Officer

You must have extensive experience in organisation design, workforce planning, and development methodologies, with strong communication skills and a proven record in change management.

You will engage stakeholders, analyze OD needs, lead evaluations, design interventions, manage change programs, communicate effectively, and promote a people-centric culture for organizational improvement.

Consulting

People, HR & Administration

If you're forward thinking, passionate about organisational design and development and are looking for a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you!
 
We're looking for an Organisation Design and Development Business Partner to join our team to shape and optimise our organisation's design and strategic workforce direction.
 
If you have extensive experience in workforce planning and organisational design, using consultancy tools and leading the redesign of a service, team or organisation, then this could be your perfect opportunity to join the NHS and take the next step in your career!
 
You will join the people team, leading and collaborating with business areas to diagnose needs, design solutions, and ensure the successful implementation of team and service strategies. You'll bring a people-centric approach to change initiatives, ensuring alignment with our organisational goals. Additionally, you'll work across the business to drive and support Organisational Development and learning programs that streamline processes, enhance systems, and cultivate a thriving culture ultimately driving our success.
 
What we offer: 
<ul>
<li>Hybrid working</li>
<li>27 days leave (increasing with length of service) plus 8 bank holidays</li>
<li>Active wellbeing & inclusion networks</li>
<li>Excellent pension</li>
<li>Various salary sacrifice schemes</li>
<li>Employee Assistance programme</li>
<li>Access to a range of benefits & high street and online discounts</li>
</ul>
In this role you'll be accountable for a range of responsibilities that will shape and redefine our organisation, including:
 
Analysing our strategy and broader healthcare system to prioritise OD&D interventions for maximum value.
 
Leading organisation design across service streams and directorates, optimising organisational effectiveness.
 
Utilising workforce planning expertise to best design services and plan for future trends
 
Collaborating with leadership teams to develop and implement interventions that drive change and improvement.
 
Creating a culture of engagement through transparent communication and open dialogue.
 
We are looking for someone with proven organisation design skills, who has used a range of OD&D tools to diagnose and implement new structures, designs and services. As an individual, you will need to possess the following qualities, knowledge, and skills:
 
Extensive experience in Organisation Design
 
Significant experience in workforce planning and strategic workforce planning·
 
Extensive experience in Organisation Development methodologies, strategies and programmes.
 
Exceptional engagement, communication and management skills, particularly with senior leaders.
 
A proven track record in change management and leadership development.
 
Experience of leading the design and delivery of complex organisational design interventions with successful outcomes.
 
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
 
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
 
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
 
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
 
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
 
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
 
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
 
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
 
We are people connected to care.
 
In this role, you are accountable for
 
Professional responsibilities
 
1. Engage with stakeholders and clients at all levels within the organisation to build effective high challenge working relationships to enable the delivery of the NHSBSA’s strategy.
 
2. Analyse the NHSBSA’s strategy, OD strategy, business plans and the wider NHS system to determine priority OD interventions that will deliver the greatest return on investment and value for the tax payer.
 
3. Work with high levels of autonomy to interpret and lead on OD needs and requirements across multiple service streams, directorates and programmes of change activity to optimise organisational effectiveness and support the delivery of the organisation’s strategy.
 
4. Carry out highly complex/lead the evaluation of OD interventions, in conjunction with the client, using a range of quantitative and qualitative methods to drive insight into the effectiveness and impact of the intervention against agreed outcomes.
 
5. Work collaboratively with Executive Leadership Team and the broader leadership community, taking the lead of the organisational analysis of the strategy and development and implementation of interventions which deliver change and agreed service improvements.
 
6. Contribute to the development of the OD strategy, develop OD objectives and plans required to enable prioritisation of work and deliver planned change and avoid the destabilisation of business-as-usual priorities/KPI’s.
 
7. Utilising internal consulting models to diagnose, design and manage the implementation and evaluation of large scale highly complex OD interventions ensuring all programmes of work are contracted and agreed outcomes measured, monitored and evaluated to demonstrate value add and return on investment.
 
8. Carry out highly complex data analysis utilising a range of qualitative and quantitative evidence, data, information and intelligence from a range of internal and external sources to develop increased insight into the effectiveness and impact of the OD interventions to drive transformation and continuous improvement.
 
9. Support the creation of an environment that ensures stakeholders at all levels have opportunities to contribute to a vision that is clear, inspiring and understood.
 
10. Effectively communicate highly complex and controversial issues in a clear and engaging way, documenting agreed co-created contracted outcomes and the impact of all interventions.
 
11. Create, maintain and manage records to track progress through the consulting cycle and assist with a whole business view of interventions supporting the development of the organisation. Uphold boundaries and confidentiality, adopting an ethical approach to practice and record keeping.
 
12. Provide and contribute to the Programme risk management reporting mechanism clearly demonstrating risk mitigation, risk management and intervention and escalation where applicable.
 
13. Act as lead for assigned OD initiatives, Executive Leadership Team and major change programmes. As appropriate support the CEO, Board and Leadership Team members on interventions for which they are the specified lead, keeping connected to the organisation at all levels.
 
14. Ensure effective engagement of relevant stakeholders including Senior Leaders throughout interventions, communicating highly complex and contentious information in a way that is timely meaningful and appropriate to the audience.
 
15. Ensure appropriate development interventions are in place to support the transition of knowledge and skill and the development of capability to embed change.
 
16. Ensure organisation wide people processes meet business needs by designing OD intervention that ensures there is consistency of process in line with NHSBSA and L&OD strategies.
 
17. Ensure a people centric approach to change is fundamental to all change and transformation and lead by example in creating a culture of engagement through open and honest communication.
 
18. Proactively foster a “Thought Leadership” role researching and curating evidence, benchmarking practice from elsewhere and builds an active CPD community across the People teams and more widely across the business.
 
19. Advise, shape and contribute to the development of the Colleague Engagement Survey ensuring its cultural congruence with Service and Change Strategies and programmes and supporting the business in addressing feedback.
 
20. Management of external suppliers and respective delegated OD budgetary spend.
 
21. Designated authorised signatory for delegated OD budgetary spend.
 
Whole Organisation
 
1. Offer OD advice to Executive Leaders and Senior leaders and inform organisation design at a whole business level.
 
2. Use high levels of organisational analysis/insight to support the Head of OD to design the organisations work processes and roles to drive the delivery of the NHSBSA’s target state and to continually monitor and deliver improved organisation effectiveness.
 
3. Use high levels of insight to drive the delivery of a transformed NHSBSA, its on-going renewal and strategy development.
 
4. Provide expert opinion, advice and guidance as to how the organisation can develop future and post transformation core capabilities and coach and support leaders to achieve this capability development.
 
5. Support the Head of L&OD to implement the lateral processes to ensure the effective flow of information and sharing of practice to support effective collaboration across work areas and functions.
 
6. Support the Head of L&OD in the development of systems and processes to enable the effective leveraging of organisational knowledge to support agility and resilience in the future NHSBSA.
 
7. Model a collaborative and influencing style of working, negotiating with Executive Leaders, Senior leaders and all levels within the organisation to achieve best outcomes.
 
8. Adopt a partnership approach with People Team colleagues to ensure all people policy, processes and practices align to influence manager/leader/colleague behaviour which realises/reflects the business values, requisite organisational culture and business performance.
 
9. Promote and foster a positive and proactive learning culture across the organisation where individuals are encouraged and enabled to take personal responsibility and accountability for managing their own career development.
 
10. Create new and further develop existing business alliances with external organisations to establish partnership working to ensure joint approaches to OD across the wider NHS system and utilise best practice, other organisational learning and resources to provide best value to the tax payer.
 
11. Undertake all OD interventions in a context of corporate policy guidance and best practice
 
12. The job-holder would be expected to demonstrate all of the NHSBSA Core Capabilities at a level commensurate with the accountabilities described in this job description.
 
In addition to the above accountabilities, as post holder you are expected to
 
1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
 
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
 
3. Encourage an environment where your own and colleagues’ safety and well-being is promoted.
 
4. Contribute to a culture which values diversity and inclusion.
 
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.

If you're forward thinking, passionate about organisational design and development and are looking for a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you!

We're looking for an Organisation Design and Development Business Partner to join our team to shape and optimise our organisation's design and strategic workforce direction.

If you have extensive experience in workforce planning and organisational design, using consultancy tools and leading the redesign of a service, team or organisation, then this could be your perfect opportunity to join the NHS and take the next step in your career!

You will join the people team, leading and collaborating with business areas to diagnose needs, design solutions, and ensure the successful implementation of team and service strategies. You'll bring a people-centric approach to change initiatives, ensuring alignment with our organisational goals. Additionally, you'll work across the business to drive and support Organisational Development and learning programs that streamline processes, enhance systems, and cultivate a thriving culture ultimately driving our success.

What we offer:

Hybrid working
27 days leave (increasing with length of service) plus 8 bank holidays
Active wellbeing & inclusion networks
Excellent pension
Various salary sacrifice schemes
Employee Assistance programme
Access to a range of benefits & high street and online discounts

In this role you'll be accountable for a range of responsibilities that will shape and redefine our organisation, including:

Analysing our strategy and broader healthcare system to prioritise OD&D interventions for maximum value.

Leading organisation design across service streams and directorates, optimising organisational effectiveness.

Utilising workforce planning expertise to best design services and plan for future trends

Collaborating with leadership teams to develop and implement interventions that drive change and improvement.

Creating a culture of engagement through transparent communication and open dialogue.

We are looking for someone with proven organisation design skills, who has used a range of OD&D tools to diagnose and implement new structures, designs and services. As an individual, you will need to possess the following qualities, knowledge, and skills:

Extensive experience in Organisation Design

Significant experience in workforce planning and strategic workforce planning·

Extensive experience in Organisation Development methodologies, strategies and programmes.

Exceptional engagement, communication and management skills, particularly with senior leaders.

A proven track record in change management and leadership development.

Experience of leading the design and delivery of complex organisational design interventions with successful outcomes.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

In this role, you are accountable for

Professional responsibilities

1. Engage with stakeholders and clients at all levels within the organisation to build effective high challenge working relationships to enable the delivery of the NHSBSA’s strategy.

2. Analyse the NHSBSA’s strategy, OD strategy, business plans and the wider NHS system to determine priority OD interventions that will deliver the greatest return on investment and value for the tax payer.

3. Work with high levels of autonomy to interpret and lead on OD needs and requirements across multiple service streams, directorates and programmes of change activity to optimise organisational effectiveness and support the delivery of the organisation’s strategy.

4. Carry out highly complex/lead the evaluation of OD interventions, in conjunction with the client, using a range of quantitative and qualitative methods to drive insight into the effectiveness and impact of the intervention against agreed outcomes.

5. Work collaboratively with Executive Leadership Team and the broader leadership community, taking the lead of the organisational analysis of the strategy and development and implementation of interventions which deliver change and agreed service improvements.

6. Contribute to the development of the OD strategy, develop OD objectives and plans required to enable prioritisation of work and deliver planned change and avoid the destabilisation of business-as-usual priorities/KPI’s.

7. Utilising internal consulting models to diagnose, design and manage the implementation and evaluation of large scale highly complex OD interventions ensuring all programmes of work are contracted and agreed outcomes measured, monitored and evaluated to demonstrate value add and return on investment.

8. Carry out highly complex data analysis utilising a range of qualitative and quantitative evidence, data, information and intelligence from a range of internal and external sources to develop increased insight into the effectiveness and impact of the OD interventions to drive transformation and continuous improvement.

9. Support the creation of an environment that ensures stakeholders at all levels have opportunities to contribute to a vision that is clear, inspiring and understood.

10. Effectively communicate highly complex and controversial issues in a clear and engaging way, documenting agreed co-created contracted outcomes and the impact of all interventions.

11. Create, maintain and manage records to track progress through the consulting cycle and assist with a whole business view of interventions supporting the development of the organisation. Uphold boundaries and confidentiality, adopting an ethical approach to practice and record keeping.

12. Provide and contribute to the Programme risk management reporting mechanism clearly demonstrating risk mitigation, risk management and intervention and escalation where applicable.

13. Act as lead for assigned OD initiatives, Executive Leadership Team and major change programmes. As appropriate support the CEO, Board and Leadership Team members on interventions for which they are the specified lead, keeping connected to the organisation at all levels.

14. Ensure effective engagement of relevant stakeholders including Senior Leaders throughout interventions, communicating highly complex and contentious information in a way that is timely meaningful and appropriate to the audience.

15. Ensure appropriate development interventions are in place to support the transition of knowledge and skill and the development of capability to embed change.

16. Ensure organisation wide people processes meet business needs by designing OD intervention that ensures there is consistency of process in line with NHSBSA and L&OD strategies.

17. Ensure a people centric approach to change is fundamental to all change and transformation and lead by example in creating a culture of engagement through open and honest communication.

18. Proactively foster a “Thought Leadership” role researching and curating evidence, benchmarking practice from elsewhere and builds an active CPD community across the People teams and more widely across the business.

19. Advise, shape and contribute to the development of the Colleague Engagement Survey ensuring its cultural congruence with Service and Change Strategies and programmes and supporting the business in addressing feedback.

20. Management of external suppliers and respective delegated OD budgetary spend.

21. Designated authorised signatory for delegated OD budgetary spend.

Whole Organisation

1. Offer OD advice to Executive Leaders and Senior leaders and inform organisation design at a whole business level.

2. Use high levels of organisational analysis/insight to support the Head of OD to design the organisations work processes and roles to drive the delivery of the NHSBSA’s target state and to continually monitor and deliver improved organisation effectiveness.

3. Use high levels of insight to drive the delivery of a transformed NHSBSA, its on-going renewal and strategy development.

4. Provide expert opinion, advice and guidance as to how the organisation can develop future and post transformation core capabilities and coach and support leaders to achieve this capability development.

5. Support the Head of L&OD to implement the lateral processes to ensure the effective flow of information and sharing of practice to support effective collaboration across work areas and functions.

6. Support the Head of L&OD in the development of systems and processes to enable the effective leveraging of organisational knowledge to support agility and resilience in the future NHSBSA.

7. Model a collaborative and influencing style of working, negotiating with Executive Leaders, Senior leaders and all levels within the organisation to achieve best outcomes.

8. Adopt a partnership approach with People Team colleagues to ensure all people policy, processes and practices align to influence manager/leader/colleague behaviour which realises/reflects the business values, requisite organisational culture and business performance.

9. Promote and foster a positive and proactive learning culture across the organisation where individuals are encouraged and enabled to take personal responsibility and accountability for managing their own career development.

10. Create new and further develop existing business alliances with external organisations to establish partnership working to ensure joint approaches to OD across the wider NHS system and utilise best practice, other organisational learning and resources to provide best value to the tax payer.

11. Undertake all OD interventions in a context of corporate policy guidance and best practice

12. The job-holder would be expected to demonstrate all of the NHSBSA Core Capabilities at a level commensurate with the accountabilities described in this job description.

In addition to the above accountabilities, as post holder you are expected to

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.

2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.

3. Encourage an environment where your own and colleagues’ safety and well-being is promoted.

4. Contribute to a culture which values diversity and inclusion.

5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Organisation Design and Development Business Partner - NHS Business Services Authority

Organisation Design and Development Business Partner

You must engage stakeholders, analyze OD strategies, evaluate interventions, manage change, support leadership, ensure consistency, promote collaboration, and foster a learning culture.

You will collaborate with stakeholders, analyze and implement OD interventions, evaluate effectiveness, manage change programs, and ensure alignment with organizational strategy while fostering a positive culture.

In this role, you are accountable for Professional responsibilities 1. Engage with stakeholders and clients at all levels within the organisation to build effective high challenge working relationships to enable the delivery of the NHSBSAs strategy. 2. Analyse the NHSBSAs strategy, OD strategy, business plans and the wider NHS system to determine priority OD interventions that will deliver the greatest return on investment and value for the tax payer.
 
3. Work with high levels of autonomy to interpret and lead on OD needs and requirements across multiple service streams, directorates and programmes of change activity to optimise organisational effectiveness and support the delivery of the organisations strategy. 4. Carry out highly complex/lead the evaluation of OD interventions, in conjunction with the client, using a range of quantitative and qualitative methods to drive insight into the effectiveness and impact of the intervention against agreed outcomes.
 
5. Work collaboratively with Executive Leadership Team and the broader leadership community, taking the lead of the organisational analysis of the strategy and development and implementation of interventions which deliver change and agreed service improvements. 6. Contribute to the development of the OD strategy, develop OD objectives and plans required to enable prioritisation of work and deliver planned change and avoid the destabilisation of business-as-usual priorities/KPIs.
 
7. Utilising internal consulting models to diagnose, design and manage the implementation and evaluation of large scale highly complex OD interventions ensuring all programmes of work are contracted and agreed outcomes measured, monitored and evaluated to demonstrate value add and return on investment. 8. Carry out highly complex data analysis utilising a range of qualitative and quantitative evidence, data, information and intelligence from a range of internal and external sources to develop increased insight into the effectiveness and impact of the OD interventions to drive transformation and continuous improvement.
 
9. Support the creation of an environment that ensures stakeholders at all levels have opportunities to contribute to a vision that is clear, inspiring and understood. 10. Effectively communicate highly complex and controversial issues in a clear and engaging way, documenting agreed co-created contracted outcomes and the impact of all interventions.
 
11. Create, maintain and manage records to track progress through the consulting cycle and assist with a whole business view of interventions supporting the development of the organisation. Uphold boundaries and confidentiality, adopting an ethical approach to practice and record keeping. 12.
 
Provide and contribute to the Programme risk management reporting mechanism clearly demonstrating risk mitigation, risk management and intervention and escalation where applicable. 13. Act as lead for assigned OD initiatives, Executive Leadership Team and major change programmes. As appropriate support the CEO, Board and Leadership Team members on interventions for which they are the specified lead, keeping connected to the organisation at all levels.
 
14. Ensure effective engagement of relevant stakeholders including Senior Leaders throughout interventions, communicating highly complex and contentious information in a way that is timely meaningful and appropriate to the audience. 15. Ensure appropriate development interventions are in place to support the transition of knowledge and skill and the development of capability to embed change.
 
16. Ensure organisation wide people processes meet business needs by designing OD intervention that ensures there is consistency of process in line with NHSBSA and L&OD strategies. 17. Ensure a people centric approach to change is fundamental to all change and transformation and lead by example in creating a culture of engagement through open and honest communication.
 
18. Proactively foster a Thought Leadership role researching and curating evidence, benchmarking practice from elsewhere and builds an active CPD community across the People teams and more widely across the business. 19. Advise, shape and contribute to the development of the Colleague Engagement Survey ensuring its cultural congruence with Service and Change Strategies and programmes and supporting the business in addressing feedback.
 
20. Management of external suppliers and respective delegated OD budgetary spend. 21. Designated authorised signatory for delegated OD budgetary spend.
 
Whole Organisation 1. Offer OD advice to Executive Leaders and Senior leaders and inform organisation design at a whole business level. 2. Use high levels of organisational analysis/insight to support the Head of OD to design the organisations work processes and roles to drive the delivery of the NHSBSAs target state and to continually monitor and deliver improved organisation effectiveness.
 
3. Use high levels of insight to drive the delivery of a transformed NHSBSA, its on-going renewal and strategy development. 4. Provide expert opinion, advice and guidance as to how the organisation can develop future and post transformation core capabilities and coach and support leaders to achieve this capability development.
 
5. Support the Head of L&OD to implement the lateral processes to ensure the effective flow of information and sharing of practice to support effective collaboration across work areas and functions. 6. Support the Head of L&OD in the development of systems and processes to enable the effective leveraging of organisational knowledge to support agility and resilience in the future NHSBSA.
 
7. Model a collaborative and influencing style of working, negotiating with Executive Leaders, Senior leaders and all levels within the organisation to achieve best outcomes. 8. Adopt a partnership approach with People Team colleagues to ensure all people policy, processes and practices align to influence manager/leader/colleague behaviour which realises/reflects the business values, requisite organisational culture and business performance.
 
9. Promote and foster a positive and proactive learning culture across the organisation where individuals are encouraged and enabled to take personal responsibility and accountability for managing their own career development. 10. Create new and further develop existing business alliances with external organisations to establish partnership working to ensure joint approaches to OD across the wider NHS system and utilise best practice, other organisational learning and resources to provide best value to the tax payer.
 
11. Undertake all OD interventions in a context of corporate policy guidance and best practice 12. The job-holder would be expected to demonstrate all of the NHSBSA Core Capabilities at a level commensurate with the accountabilities described in this job description. In addition to the above accountabilities, as post holder you are expected to 1.
 
Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager. 2. Demonstrate NHSBSA values and core capabilities in all aspects of your work. 3.
 
Encourage an environment where your own and colleagues safety and well-being is promoted. 4. Contribute to a culture which values diversity and inclusion. 5.
 
Follow NHSBSA policies, procedures, and protocols as they apply to your role.

In this role, you are accountable for Professional responsibilities 1. Engage with stakeholders and clients at all levels within the organisation to build effective high challenge working relationships to enable the delivery of the NHSBSAs strategy. 2. Analyse the NHSBSAs strategy, OD strategy, business plans and the wider NHS system to determine priority OD interventions that will deliver the greatest return on investment and value for the tax payer.

3. Work with high levels of autonomy to interpret and lead on OD needs and requirements across multiple service streams, directorates and programmes of change activity to optimise organisational effectiveness and support the delivery of the organisations strategy. 4. Carry out highly complex/lead the evaluation of OD interventions, in conjunction with the client, using a range of quantitative and qualitative methods to drive insight into the effectiveness and impact of the intervention against agreed outcomes.

5. Work collaboratively with Executive Leadership Team and the broader leadership community, taking the lead of the organisational analysis of the strategy and development and implementation of interventions which deliver change and agreed service improvements. 6. Contribute to the development of the OD strategy, develop OD objectives and plans required to enable prioritisation of work and deliver planned change and avoid the destabilisation of business-as-usual priorities/KPIs.

7. Utilising internal consulting models to diagnose, design and manage the implementation and evaluation of large scale highly complex OD interventions ensuring all programmes of work are contracted and agreed outcomes measured, monitored and evaluated to demonstrate value add and return on investment. 8. Carry out highly complex data analysis utilising a range of qualitative and quantitative evidence, data, information and intelligence from a range of internal and external sources to develop increased insight into the effectiveness and impact of the OD interventions to drive transformation and continuous improvement.

9. Support the creation of an environment that ensures stakeholders at all levels have opportunities to contribute to a vision that is clear, inspiring and understood. 10. Effectively communicate highly complex and controversial issues in a clear and engaging way, documenting agreed co-created contracted outcomes and the impact of all interventions.

11. Create, maintain and manage records to track progress through the consulting cycle and assist with a whole business view of interventions supporting the development of the organisation. Uphold boundaries and confidentiality, adopting an ethical approach to practice and record keeping. 12.

Provide and contribute to the Programme risk management reporting mechanism clearly demonstrating risk mitigation, risk management and intervention and escalation where applicable. 13. Act as lead for assigned OD initiatives, Executive Leadership Team and major change programmes. As appropriate support the CEO, Board and Leadership Team members on interventions for which they are the specified lead, keeping connected to the organisation at all levels.

14. Ensure effective engagement of relevant stakeholders including Senior Leaders throughout interventions, communicating highly complex and contentious information in a way that is timely meaningful and appropriate to the audience. 15. Ensure appropriate development interventions are in place to support the transition of knowledge and skill and the development of capability to embed change.

16. Ensure organisation wide people processes meet business needs by designing OD intervention that ensures there is consistency of process in line with NHSBSA and L&OD strategies. 17. Ensure a people centric approach to change is fundamental to all change and transformation and lead by example in creating a culture of engagement through open and honest communication.

18. Proactively foster a Thought Leadership role researching and curating evidence, benchmarking practice from elsewhere and builds an active CPD community across the People teams and more widely across the business. 19. Advise, shape and contribute to the development of the Colleague Engagement Survey ensuring its cultural congruence with Service and Change Strategies and programmes and supporting the business in addressing feedback.

20. Management of external suppliers and respective delegated OD budgetary spend. 21. Designated authorised signatory for delegated OD budgetary spend.

Whole Organisation 1. Offer OD advice to Executive Leaders and Senior leaders and inform organisation design at a whole business level. 2. Use high levels of organisational analysis/insight to support the Head of OD to design the organisations work processes and roles to drive the delivery of the NHSBSAs target state and to continually monitor and deliver improved organisation effectiveness.

3. Use high levels of insight to drive the delivery of a transformed NHSBSA, its on-going renewal and strategy development. 4. Provide expert opinion, advice and guidance as to how the organisation can develop future and post transformation core capabilities and coach and support leaders to achieve this capability development.

5. Support the Head of L&OD to implement the lateral processes to ensure the effective flow of information and sharing of practice to support effective collaboration across work areas and functions. 6. Support the Head of L&OD in the development of systems and processes to enable the effective leveraging of organisational knowledge to support agility and resilience in the future NHSBSA.

7. Model a collaborative and influencing style of working, negotiating with Executive Leaders, Senior leaders and all levels within the organisation to achieve best outcomes. 8. Adopt a partnership approach with People Team colleagues to ensure all people policy, processes and practices align to influence manager/leader/colleague behaviour which realises/reflects the business values, requisite organisational culture and business performance.

9. Promote and foster a positive and proactive learning culture across the organisation where individuals are encouraged and enabled to take personal responsibility and accountability for managing their own career development. 10. Create new and further develop existing business alliances with external organisations to establish partnership working to ensure joint approaches to OD across the wider NHS system and utilise best practice, other organisational learning and resources to provide best value to the tax payer.

11. Undertake all OD interventions in a context of corporate policy guidance and best practice 12. The job-holder would be expected to demonstrate all of the NHSBSA Core Capabilities at a level commensurate with the accountabilities described in this job description. In addition to the above accountabilities, as post holder you are expected to 1.

Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager. 2. Demonstrate NHSBSA values and core capabilities in all aspects of your work. 3.

Encourage an environment where your own and colleagues safety and well-being is promoted. 4. Contribute to a culture which values diversity and inclusion. 5.

Follow NHSBSA policies, procedures, and protocols as they apply to your role.

You must work in Agile, communicate clearly with stakeholders, collaborate effectively, adapt to tech changes, design with evidence, navigate constraints, lead best practices, prototype in code, think strategically, and focus on users.

You will design user-centered services, collaborate with stakeholders, prototype and iterate solutions, ensure alignment with strategic goals, and adapt to technology changes in an agile environment.

Design

Product

In this role, you are accountable for: Working in an Agile way - you work in an agile way and have an awareness of agile tools and how to use them. You advise colleagues on how and why agile methods are used and provide a clear, open, and transparent framework in which teams can deliver. You adapt and reflect and are resilient to challenges. You see outside of the design process.
 
Communicating with others - you listen to the needs of technical and business stakeholders and interpret them clearly for both technical and non-technical audiences. You build positive relationships within the team and with stakeholders and influence expectations. You are flexible and communicate both proactively and reactively. You facilitate difficult discussions within a multidisciplinary team, with diverse senior stakeholders and potentially difficult dynamics where the audience may not be familiar with user-centred design.
 
Community collaboration - you work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks - both internally and across other government agencies. You use your initiative to identify problems or issues in the team dynamic and rectify them. You proactively pull out issues about design and research through agile health checks to provoke the best responses. Digital perspective - you are responsive to changes in technology that may impact designs, adapting your approach accordingly.
 
You make decisions to meet user needs in the government context. You understand the importance of assisted digital, design, and making decisions to meet users' needs and organisational outcomes. Evidence - and context-based design - you absorb large amounts of conflicting information and use it to produce simple designs to meet user needs. Experience of working within constraints you identify, communicate, and work within constraints, such as policy or legislation, recognising options that will help balance user need and expectation.
 
You help prioritise and challenge constraints and adapt your approach depending on the scenario. You ensure design standards are being met. Leadership and guidance - you contribute to best-practice guidelines around user-centred design and agile ways of working. You understand the sustainability and consequences of your design decisions and make design decisions characterised by managed levels of risk and complexity.
 
You resolve technical design disputes between wider peers and indirect stakeholders, considering all views and opinions. You understand the importance of team dynamics and collaboration for good user-centred design, and can receive and deliver feedback appropriately. Prototyping in code - you have knowledge of HTML, CSS, and JavaScript prototypes, as well as Government and other design systems. You understand coding for different screen sizes and accessibility needs.
 
Prototyping - you approach prototyping as a team activity, actively soliciting prototypes and testing with others for feedback. You establish the best designs that work across all touchpoints and channels including offline, conveying service blueprints and service mapping to your colleagues and stakeholders. You are able to balance strategy and user need and approach service design strategy from end to end. Strategic thinking - You recognise and define the design and implementation of strategy, provide guidance for the evaluation of strategies and policies to ensure business requirements are being met and exceeded where possible.
 
You work within a strategic context and communicate to your team how activities will help meet strategic goals. You understand the development of strategy and policies within a design context at the NHS Business Services Authority, and keep abreast of wider best practice across government. You advocate for user-centred design. User focus - you collaborate with user researchers and represent users internally.
 
You understand the difference between user needs, the desires of the user and balance these with organisational strategy. You give direction on which tools or methods to use. You demonstrate experience in meeting the needs of users across a variety of channels. You bring insight and expertise in how user needs have changed over time to ensure they are met by the business.
 
You apply strategic thinking to provide the best service for the end user whilst aligning to organisational goals.

In this role, you are accountable for: Working in an Agile way - you work in an agile way and have an awareness of agile tools and how to use them. You advise colleagues on how and why agile methods are used and provide a clear, open, and transparent framework in which teams can deliver. You adapt and reflect and are resilient to challenges. You see outside of the design process.

Communicating with others - you listen to the needs of technical and business stakeholders and interpret them clearly for both technical and non-technical audiences. You build positive relationships within the team and with stakeholders and influence expectations. You are flexible and communicate both proactively and reactively. You facilitate difficult discussions within a multidisciplinary team, with diverse senior stakeholders and potentially difficult dynamics where the audience may not be familiar with user-centred design.

Community collaboration - you work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks - both internally and across other government agencies. You use your initiative to identify problems or issues in the team dynamic and rectify them. You proactively pull out issues about design and research through agile health checks to provoke the best responses. Digital perspective - you are responsive to changes in technology that may impact designs, adapting your approach accordingly.

You make decisions to meet user needs in the government context. You understand the importance of assisted digital, design, and making decisions to meet users' needs and organisational outcomes. Evidence - and context-based design - you absorb large amounts of conflicting information and use it to produce simple designs to meet user needs. Experience of working within constraints you identify, communicate, and work within constraints, such as policy or legislation, recognising options that will help balance user need and expectation.

You help prioritise and challenge constraints and adapt your approach depending on the scenario. You ensure design standards are being met. Leadership and guidance - you contribute to best-practice guidelines around user-centred design and agile ways of working. You understand the sustainability and consequences of your design decisions and make design decisions characterised by managed levels of risk and complexity.

You resolve technical design disputes between wider peers and indirect stakeholders, considering all views and opinions. You understand the importance of team dynamics and collaboration for good user-centred design, and can receive and deliver feedback appropriately. Prototyping in code - you have knowledge of HTML, CSS, and JavaScript prototypes, as well as Government and other design systems. You understand coding for different screen sizes and accessibility needs.

Prototyping - you approach prototyping as a team activity, actively soliciting prototypes and testing with others for feedback. You establish the best designs that work across all touchpoints and channels including offline, conveying service blueprints and service mapping to your colleagues and stakeholders. You are able to balance strategy and user need and approach service design strategy from end to end. Strategic thinking - You recognise and define the design and implementation of strategy, provide guidance for the evaluation of strategies and policies to ensure business requirements are being met and exceeded where possible.

You work within a strategic context and communicate to your team how activities will help meet strategic goals. You understand the development of strategy and policies within a design context at the NHS Business Services Authority, and keep abreast of wider best practice across government. You advocate for user-centred design. User focus - you collaborate with user researchers and represent users internally.

You understand the difference between user needs, the desires of the user and balance these with organisational strategy. You give direction on which tools or methods to use. You demonstrate experience in meeting the needs of users across a variety of channels. You bring insight and expertise in how user needs have changed over time to ensure they are met by the business.

You apply strategic thinking to provide the best service for the end user whilst aligning to organisational goals.

NHS Business Services Authority

Mission