Head of Customer Insight and Communications
The NHS Business Services Authority (NHSBSA) is a Special Health Authority and an Arms Length Body of the Department of Health which provides a range of critical central services to NHS organisations, NHS contractors, patients and the public nationally. Our purpose is to optimise the balance between quality and cost for the customers, patients and taxpayers we serve. Through ongoing delivery of service excellence and value for money, we are determined to remain the organisation of choice for our customers and clients.
This is a newly created leadership role with accountability for the design and delivery of effective customer insight, internal and external communications across all parts of the NHSBSA and its client and supplier base as appropriate. You will create and deliver an effective communications and engagement strategy for the NHSBSA (including channel strategy) with accountability for the PR and press office activity of the whole organisation. You will ensure that sound understanding and application of customer insight is at the heart of all decision making and that all activities across the NHSBSA deliver against an insight-led business strategy.
Reporting to the Commercial Director, this is a business-critical role where the ability to influence other parties and the strategic direction of the business is a pre-requisite skill. The Head of Customer Insight and Communications will devise creative (internal and external) stakeholder engagement strategies and discharge them through his/her team and through colleagues across the organisation in order to support delivery of the NHSBSA’s strategic objectives. The post holder will ensure that the profile of the business is appropriately managed internally and externally to support delivery of these objectives and that customer insight is used effectively across the BSA to drive a culture which supports this delivery in terms of the ‘what’ and the ‘how’.
Degree qualified, with over five years Commercial Brand and Marketing experience in research methodologies, best practice and interpretation you will be a senior customer insight professional with significant Marketing and Research experience – preferably gained within a complex, changing environment. Moreover you will have experience in corporate and consumer PR, including proven experience in devising and implementing effective PR campaigns. Key to your success will be a commercial acumen with a clear understanding of costs and revenue drivers across complex business models coupled with the ability to relate these back to customer and market dynamics and excellent stakeholder management and effective influencing skills at a senior level.
For further information and to download an applicant brief, please click Apply now.