Job Description
We have a fantastic opportunity for a Senior Business Improvement Specialist to join our team based nationally, with the occasional travel required for team meetings. The salary on offer is £75,000-£80,000 on a full time permanent basis.
About the role:
We are establishing a new Customer Experience team. The Senior Business Improvement Manager will play a critical role in ensuring customers are at the heart of our business, delivering sustainable change projects and driving a customer centric culture. You will proactively engage with customers (external & internal) to understand their needs, and how we can improve services delivered.
The purpose of this role is to lead and drive cross-functional business improvement projects that align to NHSPS strategic pillars and transform the business with a focus on putting customers at the heart of what we do. A key focus for the Senior Business Improvement Specialist is to apply the DMAIC & DMADV framework to ensure successful delivery of business improvement projects resulting in measurable business benefits.
Another important aspect of the role is to manage and coach the Business Improvement Specialists in their projects and personal development. The Senior Business Improvement Specialist also promotes and embeds a continuous improvement culture across the business, manages large change management programmes in which can include strategic functional role design and Customer Journey Mapping.
Role Responsibilities:
- To lead and deliver all aspects of strategic improvement and business change initiatives looking end to end across multiple functions.
- Ensuring that the impact of the change is understood enabling effective risk management.
- Lead and deliver successful business and data improvement projects including developing project charter, plans, status reporting, managing risks and issues and handover to BAU
- Embed Business improvement ways of working at all levels of the organisation demonstrating how this will support teams to deliver their goals whilst delivering sustainable improvement; improved customer satisfaction; increased revenue and decreased cost.
- You may lead a team of Business Improvement Specialists, where you will be required to coach them to enhance all aspects of their business improvement skills
- To develop and maintain excellent working relationships with key internal/external customers and suppliers as a required for ongoing improvement initiatives.
- Manage stakeholders and project dependencies/interdependencies to ensure aligned outcomes and effective transition to BAU ownership
- Conduct virtual and in person workshops to map as-is and to-be processes and/or journeys.
- Analyse structured and unstructured data to provide recommendations with measurable improvements, building and testing hypotheses that lead to the identification of programmes and major change initiatives
- Create process models to the defined standards within the company’s process management framework, ensuring a standard and consistent approach is maintained.
- Drive process and re-engineering, with understanding of complexity and key dependencies on other processes
- Challenge non-fact-based decisions
- Creation and build of business cases that support the case for change
- Support the business in delivering the identified benefits and opportunities
- Upskilling of project stakeholders on DMAIC & Business Improvement methodologies to help support in embedding a culture of Continuous Improvement
- Developing and improving our customer satisfaction (CSAT) and patient satisfaction (PSAT) strategies and establishing opportunities to enhance end to end customer journeys and touchpoints using insight.
- Identify trends and themes from data, conduct root-cause analysis to identify issues and apply robust prioritisation techniques to recommend top priority actions.
- Challenge stakeholders to ensure they are focused on the customer, to identify key areas for improvement and pain points.
- Maintain customer personas and work with the marketing team to ensure these are understood and incorporated into customer communications.
- Help to promote the CSAT, PSAT and NPS score and other insight across the business, promoting the work of the team and ensuring all colleagues understand what the measures are.
- Oversee Power BI dashboard creation, design, and functionality to enable the business to be easily aware of how processes and journeys are performing.
- Support data quality improvement initiatives by identifying any anomalies in our data and processes.
- Identify and manage any customer and/or business risks escalating to the Head of Customer Experience and Chief Customer Officer where appropriate
- Engaging with other functions as required on business case development for new opportunities driving revenue growth, plus engagement on general customer related activities as necessary.
- Acting as an ambassador and helping drive a culture that puts the customer at the heart of everything we do, to add value, deliver cost efficiencies, and delivered improve NPS.
What you bring to the role:
- professional qualification from the following:
- Lean Six Sigma Black Belt / Master Black Belt
- Lean Advanced or Master Practitioner
- Change Management Advanced or Master Practitioner
- Line Manager experience
- Experience of delivering of multi-functional large-scale complex programmes and transformations
- Experience working with and influencing stakeholders up to board level
- Excellent knowledge of customer services, operations and account management (NHS/Public Sector experience desirable)
- Ability to interpret customer needs, industry trends and competitive information and develop strategies and tactics to respond to changing environments
- Knowledge and application of business analysis and improvement tools (DMAIC)
- Understanding of operating model design and governance design
- Understanding of impacts of operating model changes and business/system requirements on processes
- Business Process Improvement
- Benefit projection and realisation
- Customer Journey Mapping, Customer Experience improvement
- Robotic Process Automation (RPA), Machine Learning, Workflow tools
- Agile and Waterfall project methodology
- Commercial and financial acumen
- Relevant legislative/regulatory frameworks
This is a broad senior leadership role you will be motivated by the opportunity to be a leader in driving collaboration across the business, helping reignite appetite for change and improvement. You will do this by strengthening trust with our customers, building confidence in the services NHSPS can provide, opening doors to new mutually beneficial and strategically viable partnership opportunities, adding value to the NHS, and enabling delivery of excellent patient care.
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!